IT Monitoring & Proactive Remote Support

Explore monitoring & support in detail.

Monitoring & support

Health monitoring & fleet checks

Keep processor, memory, disk, services, crashes, update and antivirus readings in view. Run fresh device or fleet checks when needed.

Close explanation of Health monitoring & fleet checks

What it does

Proactive care starts with knowing how the computers are behaving before someone calls. Vycko collects supported health readings and keeps them available at both device and fleet level, helping a support provider spot conditions that deserve investigation.

How you can use it

• Everyday health signals. Review processor and memory use, available disk space, relevant services, crashes, updates and antivirus readings where the device supplies them.
• Fresh checks when needed. Request a supported device or fleet check to supplement the stored picture when investigating a new symptom or reviewing an environment.
• Connected evidence. Move from the health summary into performance history, inventory, alerts and the device’s support record to understand the likely cause.

In practice

A home computer gradually runs low on system-drive space. The support provider can investigate the warning and discuss the appropriate response before routine use is interrupted.

Controls & availability

Readings are collected at intervals and depend on connectivity and agent support. Vycko distinguishes fresh, stale and unavailable evidence; monitoring is not a guarantee against failure.

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Monitoring & support

Alerts & notifications

Review severity and evidence, assign alerts, acknowledge or snooze them, and track recovery. App and phone notifications keep work visible.

Close explanation of Alerts & notifications

What it does

An alert brings together the condition, its severity and the evidence behind it. The queue helps the team decide what matters, who is dealing with it and whether the condition has actually recovered.

How you can use it

• Manage the response. Assign, acknowledge or snooze an alert, review its history and follow recovery or reopening when the same fault returns.
• Delivery that fits the customer. Configure supported app, phone, email and webhook routes by severity, business hours and recipients. Email delivery is deliberately configured rather than assumed.
• Escalation and digests. Use configured escalation for unacknowledged critical alerts and morning summaries to keep important work visible without sending every warning immediately.

In practice

A critical server alert reaches the relevant support team, while a lower-priority workstation warning is reviewed during the next working day under the customer’s routing rules.

Controls & availability

Notification history records delivery outcomes. Planned-work suppression has defined limits, and acknowledging an alert does not prove that its underlying fault has been fixed.

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Monitoring & support

Work queue

Bring support requests and work needing a technician into one queue, with the current action and the next step clearly shown.

Close explanation of Work queue

What it does

Bring the work that needs a person into one place. The queue connects customer requests, support conversations and tasks requiring technician attention, giving the team a clearer route from an incoming problem to a next action.

How you can use it

• One view of incoming work. Review the available request and device context without searching separate conversations to understand what the customer needs.
• A visible next step. See whether the task needs investigation, a response, an approval or another technician action, then open the relevant work record.
• Continuity through handoff. Keep the conversation and current activity attached to the request so another authorised colleague can pick it up with useful context.

In practice

A customer submits a slow-laptop request through the portal. It appears in the team’s queue, where a technician can review the description, identify the device and begin investigating.

Controls & availability

Customer requests do not automatically start an AI investigation or grant remote access. The team decides how to handle the work within its existing permissions.

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Monitoring & support

Incidents & evidence

Keep diagnostic findings, conversation, jobs, approvals and the outcome together. Follow a chronological activity timeline.

Close explanation of Incidents & evidence

What it does

Keep an investigation understandable from start to finish. An incident brings the device context, findings, conversation, jobs, approvals and outcome into a connected record, so the reasoning behind a repair remains available afterwards.

How you can use it

• Evidence in one place. Review diagnostic results and relevant device information alongside the reported symptom rather than treating an isolated error as the whole problem.
• A chronological timeline. Follow what was checked, what was proposed, which decisions were made and how the work progressed.
• An outcome with context. See the repair result and available verification, then retain the record for a customer explanation, repeat fault or technician handover.

In practice

When an application freezes repeatedly, the incident can connect performance readings, event evidence, the chosen repair and the result of the follow-up check.

Controls & availability

A completed job and a verified recovery are different outcomes. The record keeps failed checks and unresolved work visible instead of implying every attempted repair succeeded.

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Monitoring & support

Support sessions

Start and review remote support sessions. Keep the session history connected to the incident or device.

Close explanation of Support sessions

What it does

Start supported remote help and keep a record of the session alongside the device or incident. This gives the team a practical way to understand when assistance happened and return to the associated support context.

How you can use it

• Session context. Review the device, support mode and session state, then connect the remote work to the customer’s reported problem.
• History for follow-up. Open earlier sessions when a fault returns or a colleague needs to understand the previous support attempt.
• Permitted evidence. Where enabled and supported, review recordings or screenshots associated with the work, subject to the customer’s consent and retention settings.

In practice

A technician reconnects to a computer after an intermittent fault returns and uses the linked incident and previous session history to avoid repeating the same investigation.

Controls & availability

Attended, unattended, technician and AI sessions have different permissions. Session history does not itself authorise another connection or reveal restricted recordings.

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Monitoring & support

Quick Support

Help a Windows computer without installing the managed agent first, through a temporary support session.

Close explanation of Quick Support

What it does

Help a Windows computer that does not yet have the managed Vycko agent installed. Quick Support provides a temporary route into an attended support session, useful for a first enquiry or a device that is outside the managed estate.

How you can use it

• A temporary support route. Arrange a session with the person at the computer and use the supported screen assistance to investigate their problem.
• Useful for first contact. Begin helping before a full managed-agent rollout has been agreed, keeping the immediate support task separate from longer-term enrolment.
• A support record. Keep the session connected to the work so the team has context for follow-up or a later discussion about proactive care.

In practice

A home user with an unfamiliar laptop needs help with an application. A technician can arrange Quick Support, then discuss managed care if ongoing monitoring would be useful.

Controls & availability

Quick Support is temporary assistance, not continuous monitoring. Managed-agent capabilities such as eligible administrative file transfers and privacy mode are not automatically available in this session type.

Ask us about Quick Support

Features depend on the device, operating system, installed agent and configured permissions. Readiness checks provide evidence and guidance, not certification. The website tour uses illustrative data and does not connect to live devices.