LAYER 3 DIGITAL CARE
Layer 3 Remote Support helps diagnose and resolve supported computer, software and connectivity problems — even when you're not sure what is actually causing them.
SUPPORT SESSION
FAILED HARDWARE
Problem-to-next-step overview
REMOTE
Help without an onsite visit where possible
AUTHORISED
Access through appropriate support procedures
CONNECTED
Works with wider Digital Care
SUPPORTED
Supported troubleshooting
AUTHORISED
Work out what's actually wrong
REMOTE
Help remotely where possible
CONNECTED
Use deliberate authorised access
SUPPORTED
Connect support with Digital Care
YOU DON'T HAVE TO KNOW THE TECHNICAL NAME
You should not need to know whether a problem is caused by Windows, Wi-Fi, DNS, software, the Internet connection or the device before asking for help. Start with what you are experiencing.
Customer descriptions are symptoms, not definitive diagnoses. Layer 3 helps identify the likely cause without blaming the customer for using the wrong technical term.
START WITH THE SYMPTOM
A faster Internet package will not fix every Wi-Fi, software or device problem. The appropriate next step depends on what is actually wrong.
FROM PROBLEM TO NEXT STEP
Remote Support begins with the customer's experience, identifies the likely layer involved and uses authorised access only where appropriate.
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Describe the problem in your own words.
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Determine whether the issue appears related to the device, software, Internet, Wi-Fi or account.
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With customer authorisation, support may access an eligible device remotely.
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Investigate and correct supported problems where possible.
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If it cannot be solved remotely, explain the appropriate next step.
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Hardware, cabling, Wi-Fi design or another Layer 3 service may be the right route.
NOT EVERY PROBLEM IS THE INTERNET
Similar symptoms can come from different layers. Layer 3 helps separate the Internet connection, local Wi-Fi, the device and a specific application or account.
The service reaching the property; multiple devices may be affected when it is unavailable.
The local wireless link; signal and room-to-room coverage can differ.
One computer or phone may fail while other devices continue working.
A particular application or login may fail while everything else works.
Buying a faster package does not by itself improve Wi-Fi coverage.
The right answer may be Internet support, Wi-Fi assessment, device repair or another service.
SUPPORT FOR EVERYDAY TECHNOLOGY PROBLEMS
Support depends on the device, application, issue and service scope; not every platform or peripheral can be supported.
Supported operating-system and configuration issues.
Supported applications that fail, behave incorrectly or require configuration.
Help identify whether the issue is the connection, local network or device.
Supported account or application configuration where appropriate.
Supported local or network-device troubleshooting where practical.
Help with supported maintenance and configured Backup & Recovery services.
SOMETIMES THE RIGHT ANSWER IS SOMETHING ELSE
If Remote Support is not the right solution, Layer 3 should explain what the problem appears to be and recommend the appropriate next step without automatic upselling.
1
A failed component may require repair or replacement.
2
Physical access-point placement or installation may need onsite work.
3
Cabling or insufficient subscribed capacity cannot be repaired by a remote session.
4
Some devices or software fall outside the supported scope.
KNOW WHO YOU ARE LETTING IN
Only accept remote access through verified Layer 3 support processes. Access should be authorised and transparent; unexpected callers requesting access should be verified through an official Layer 3 contact channel.
Get Remote Support✓
Customer authorisation is required
✓
Use verified Layer 3 channels
✓
Be cautious of unexpected callers
✓
No silent or unrestricted access
HELP WHEN TECHNOLOGY GETS IN THE WAY
HOME
Supported scenarios include family computers, home offices, schoolwork devices, software problems, updates and connectivity diagnosis.
Family computers
Home-office PCs
Schoolwork devices
Backup awareness
Protection awareness
BUSINESS
Supported scenarios include staff workstations, remote employees, branch computers, business software and connectivity diagnosis without implying an enterprise helpdesk SLA.
Staff workstations
Remote users
Branch computers
Key operational PCs
Maintenance visibility
SUPPORT IS BETTER WITH THE RIGHT TOOLS
Remote Support is the human troubleshooting layer connecting visibility, maintenance, backup, protection and device management.
SUPPORT WITH MORE CONTEXT
Where a device participates in Layer 3 Device Monitoring, supported health and status information may provide useful context during diagnosis.
DEVICE STATUS
Whether an eligible device is reporting where supported.
MAINTENANCE CONTEXT
Storage, update or backup status may be available where supported.
PROTECTION CONTEXT
Protection-agent status may be available where supported.
REMOTE HELP ACROSS SOUTH AFRICA
Layer 3 Remote Support can assist eligible customer devices across South Africa where the required connectivity, software and support access are available.
Family and everyday devices
Supported devices outside a central office
Workstations and important operational PCs
Distributed computers and local users
Eligible devices across multiple locations
REMOTE SUPPORT QUESTIONS
Remote diagnosis and troubleshooting for supported devices, software and connectivity problems.
No. Start with what you are experiencing and support can help diagnose the likely cause.
No. Remote access should follow authorised support procedures and verified channels.
No. Hardware, cabling, physical Wi-Fi design and unsupported systems may need another solution.
Supported Windows and device issues may be assisted where service scope allows.
Remote diagnosis can help separate device, configuration, network and physical coverage issues.
Supported workstation, remote-user and branch scenarios are available without implying an enterprise SLA.
They are related but separate Digital Care capabilities; monitoring can provide useful context.
YOU DON'T HAVE TO DIAGNOSE IT YOURSELF
You don't need to know whether the problem is Windows, Wi-Fi, software or the Internet connection before asking for help. Tell Layer 3 what you're experiencing and we'll help work out the appropriate next step.