Today marks an exciting milestone for EB IT Support LTD. After months of development and testing, we are proud to officially launch our very own custom remote assistance software — available right now at eb-it.uk/remote, found under Quick Links > Remote Assistance on our website.
This launch represents something we've been working towards for a long time, and we believe it is one of the most important steps we've taken in our 4 years of serving homes and businesses across Lincolnshire.
Why We Built Our Own Software
For a number of years, we used Zoho Assist as our primary remote support tool. Zoho is a reputable company and their product served us well during that time. We're genuinely grateful for the partnership and the reliability Zoho Assist provided us and our customers throughout those years. It was a tool we trusted above others in the third-party space, and it helped us deliver support to countless customers across Lincolnshire.
However, as our business has grown and our commitment to customer security has deepened, we found ourselves wanting more control. Third-party remote access tools — even reputable ones — carry an inherent risk that we could no longer ignore.
Tools like TeamViewer, Quick Assist, RealVNC, and others are routinely exploited by scammers who use them to impersonate legitimate IT companies. They cold-call victims, convince them to install the software, and then gain full access to their computer. In many cases, they instruct victims to open their online banking, claiming to process refunds or reverse charges — stealing thousands of pounds in the process.
We never wanted our customers to associate the tools we use with those kinds of experiences. Building our own software was the natural solution.
What Makes Our Software Different
Our remote assistance software was designed from the ground up with one priority — putting you in control at every step.
Here is how it works:
When you raise a support ticket with us, you are assigned a unique six-digit Support PIN. This PIN is personal to your support request and is included in every email we send you regarding your job. When you're ready to begin a remote session, you visit eb-it.uk/remote, download the software, and enter your Support PIN.
Once entered, the software generates a brand new six-digit Access Code that is unique to that session and changes every single time. You read this code out to your technician over the phone, and only then can we connect.
This two-step system means that nobody — including us — can connect to your computer without your active knowledge and permission. You are always in control, and you can end the session or close the software at any moment.
Our software is also digitally signed with an official code-signing certificate issued by Certum (certum.pl), so Windows can independently verify that the software genuinely came from EB IT Support LTD before it runs on your machine. When prompted, you will see our Verified Publisher name — EB IT Support LTD — confirming it is safe and officially from us.
A Thank You to Zoho Assist
We want to take a moment to properly thank Zoho for their product and the role it played in helping us deliver support to our customers over the years. Zoho Assist is one of the more trustworthy tools in the third-party remote access space, and we chose it specifically because of that reputation.
Moving away from it is not a reflection of any shortcoming on Zoho's part — it is simply the result of us raising our own standards and taking full ownership of the tools we put in front of our customers.
Will You Still Use Zoho Assist at All?
In the vast majority of cases, no. Our own software is now our primary and preferred remote support tool for all customers.
However, in the rare event of a system outage affecting our own software, we may temporarily fall back to Zoho Assist to ensure your support is not interrupted. If this ever happens, we will always contact you first through our official channels — by phone on 01205 627240 or by email at [email protected] — before asking you to use any third-party tool.
We will also display a clearly visible system alert on our website and customer dashboard confirming that we are temporarily using Zoho Assist. If you do not see this alert and someone is asking you to use Zoho Assist claiming to be from EB IT Support, please treat this as suspicious and contact us directly to verify before proceeding.
How to Access the New Remote Assistance
Getting started is simple. When you're on a call with one of our technicians and they ask you to start a remote session:
- Visit eb-it.uk/remote or click Quick Links in our website menu and select Remote Assistance
- Click the large blue Download Remote Support button
- Open the downloaded file — if Windows shows a warning, click More Info then Run Anyway, and confirm the Verified Publisher shows EB IT Support LTD
- Enter your six-digit Support PIN from your ticket email
- Read the generated Access Code to your technician over the phone
That's it. We'll guide you through every step while you're on the call with us, so there's no need to worry if you're not confident with technology. We're here the whole time.
Our Promise to You
With the launch of our own remote assistance software, we want to reaffirm the commitments we have always stood by:
We will never contact you unexpectedly claiming something is wrong with your computer. We will never ask you to open your online banking during a support session. We will never ask for your passwords, banking details, or card information. We will never send pop-ups to your screen. All contact from us will always come from 01205 627240 or [email protected].
If you ever receive a call, email, or pop-up from someone claiming to be EB IT Support that doesn't feel right — hang up, close it, and call us directly to check.
We're incredibly proud of what we've built and what it represents for our customers. This is about more than software — it's about trust, transparency, and making sure that every interaction you have with us is safe, clear, and entirely on your terms.
If you have any questions about the new software or anything covered in this article, please get in touch with our team on 01205 627240 or at [email protected]. You can also visit our remote support page directly at eb-it.uk/remote.
Thank you for your continued trust in EB IT Support.
— The EB IT Support Team
