Remote support and service scope
Remote Vs Onsite IT Support: What Should SMEs Expect?
A practical guide to what remote IT support can handle, what usually needs hands-on help, and how to keep the boundary clear.
The short answer
Remote IT support is well suited to accounts, Microsoft 365, reachable devices, patch visibility, and guided setup. Onsite help is still needed for cabling, physical installs, hardware repair, office moves, and tasks where hands are required.
The takeaways
- Remote support is strongest when users, devices, access, and tooling are already visible.
- Physical tasks should be named separately, not hidden inside a monthly support promise.
- Kindura can coordinate remote guidance, but hands-on site work remains outside the core service.
What can remote IT support usually handle?
- Microsoft 365 user, licence, mailbox, group, and admin changes.
- Password, MFA, and account recovery support where the access route is agreed.
- Device troubleshooting when the device is online and reachable.
- Patch and endpoint protection status review.
- Remote setup guidance for supported laptops and desktops.
- Joiner and leaver workflows for accounts, access, and records.
- Monthly reporting on users, devices, support themes, and exceptions.
What usually needs onsite help?
- Cabling, comms cabinet work, office moves, and physical network changes.
- Hands-on hardware repair, warranty handling, component replacement, and device courier work.
- Printer placement, desk moves, screens, docks, and room equipment installation.
- Internet line installation or work that requires the carrier or building contractor.
- In-person Cyber Essentials Plus assessment activity.
- Any task where the device is unavailable, damaged, offline, or physically inaccessible.
How should you write the service boundary?
The boundary should say what is included, what is excluded, what can be guided remotely, and what needs a local hands-on route.
| Need | Remote support position | What to agree |
|---|---|---|
| Laptop setup | Remote setup and checks can be supported where the device is reachable. | Who ships, receives, powers on, and physically hands over the device. |
| Network issue | Remote checks can review device status and cloud settings. | Who attends site for cabling, router, switch, or ISP work. |
| Printer issue | Remote guidance may help with account or driver settings. | Who performs physical install, paper path, and hardware fault work. |
| Cyber Essentials | Readiness evidence can be supported remotely. | Certification fees, formal assessment, and Cyber Essentials Plus route. |
What should you prepare before asking for support?
- Device name, user, location, and whether the device is online.
- Screenshots or exact error wording.
- Recent changes to accounts, licences, software, network, or device ownership.
- Whether the issue affects one user, one device, or everyone.
- Any physical symptoms such as damaged ports, no power, heat, noise, or cabling changes.
- A named onsite contact if hands-on checks may be needed.
Questions to ask any provider
Use these on any support proposal - including ours. The boundary should be written down.
- Which tasks can you complete remotely without onsite access?
- Which tasks always need hands-on attendance or a local provider?
- How are hardware repair, cabling, printers, and office moves handled?
- What happens when a device is offline, damaged, or unreachable?
- How will remote-only exclusions appear in reports or quotes?
Where Kindura fits
Kindura is remote-only by design
Kindura supports remote account, device, Microsoft 365, and reporting work where tooling and access allow it. We do not imply onsite attendance, hardware repair, cabling, or physical installation inside the core service. Whether or not that suits you, the service boundary is visible before work starts.
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