Last Tuesday Jane called our help desk. Jane's a designer at a leading local kitchen design company in Ascot. Jane was having problems with internet explorer on her PC viewing kitchen units at the Hacker website www.hacker.de. She needed to get her design to the customer urgently. Luckily for her, her company has a support contract with telanova so she can phone us direct to sort out problems. and that's what she did.

Using our remote support tool, we connected to her PC remotely to see the problem first hand. The Hacker web site uses Flash to display the images for kitchen units.

On Jane's PC instead of images, internet explorer showed an error message. I checked Flash was installed, and it was, but I guessed there was a problem with it. Remotely, I uninstalled Flash and installed the latest version. Refreshing the Hacker website page, everything displayed correctly.

Jane was very happy. One quick phone call, which we answered immediately, and then 5 minutes later we'd fixed it. She could get on with her job, meet the deadline, hassle-free.