Product Support / 產品支援

Last updated: 2026-07-23 · English primary最後更新：2026-07-23 · 以英文為準

DeskRemote support covers account access, client setup, authorized remote-session operation, privacy, and store entitlement troubleshooting.DeskRemote 支援範圍涵蓋帳戶存取、用戶端設定、經授權的遠端工作階段操作、隱私，以及商店權益疑難排解。

Merchant / product identity商家與產品身分

• Product name:產品名稱： DeskRemote
• Public service:公開服務： https://deskremote.naviaworks.net
• What we sell:販售內容： Personal remote-desktop software licenses (Free and Pro). Paid Pro reaches one server-owned entitlement through two purchase channels: the Microsoft Store (Windows store channel; links stay disabled until its launch gates pass) and an online Pro subscription started at /billing/checkout, hosted by a third-party payment processor and closed until the server’s billing gates enable it.個人遠端桌面軟體授權（Free 與 Pro）。付費 Pro 透過兩個購買通道進入同一個由伺服器管理的權益：Microsoft Store（Windows 商店通路；連結在其上線 Gate 通過前維持停用），以及自 /billing/checkout 發起、由第三方金流服務商代管的線上 Pro 訂閱（在伺服器計費 Gate 開啟前維持關閉）。
• What we do not do on this site:本網站不做的事： Handle raw card data, or sell team seats or enterprise SLA packages. Online checkout, when enabled, runs on the payment processor’s hosted pages.不經手卡號，也不販售團隊席次或企業 SLA 套餐。線上結帳開放時在金流服務商的代管頁面進行。

Before contacting support聯絡支援前

1. Record DeskRemote version, platform, and whether the problem affects sign-in, discovery, connection, media, input, files, or purchase restore.記下 DeskRemote 版本、平台，以及問題影響的是登入、探索、連線、媒體、輸入、檔案或購買還原。
2. Disconnect any unexpected session and use the visible host/client stop control when safety matters.中斷任何非預期的工作階段；涉及安全時，請使用可見的主機／用戶端停止控制。
3. Export only a redacted diagnostic report. Remove emails, device IDs, IPs, support codes, file names, clipboard data, receipts, and customer content.僅匯出經遮蔽的診斷報告。移除電子郵件、裝置 ID、IP、支援代碼、檔名、剪貼簿資料、收據與客戶內容。
4. Include approximate UTC time and the smallest reproducible steps.附上約略的 UTC 時間與最小可重現步驟。

Account and security帳戶與安全

For suspected unauthorized access: disconnect sessions, revoke the affected device or account session, rotate the password, and review MFA/device trust. Support will never ask for your password, token, private key, unattended PIN, or full receipt.若懷疑遭未經授權存取：中斷工作階段、撤銷受影響的裝置或帳號工作階段、更換密碼，並檢視 MFA／裝置信任。支援人員絕不會索取您的密碼、權杖、私鑰、無人值守 PIN 或完整收據。

Purchases, cancellation, and refunds購買、取消與退款

Use your purchase channel for payment, tax, renewal, cancellation, refund, and receipt issues: the platform store flow for store-channel purchases, or the third-party payment processor’s portal for online Pro subscriptions. DeskRemote cannot issue store refunds. See Refunds and Cancellation for cancel-renewal and refund flows.付款、稅金、續訂、取消、退款與收據問題請走您的購買通道：商店通路購買走平台商店流程；線上 Pro 訂閱走第三方金流服務商的客戶入口。DeskRemote 無法代發商店退款。取消續訂與退款流程詳見退款與取消。

For entitlement or “Restore purchases” problems, provide only: platform, product name, non-secret transaction status, approximate purchase time, and redacted error text.若遇到權益或「還原購買」問題，僅需提供：平台、產品名稱、非機密的交易狀態、約略購買時間與經遮蔽的錯誤訊息。

Security and acceptable use安全與合理使用

DeskRemote is for authorized devices only, with consent-based sessions and a visible host indicator where the platform allows. It is not spyware. Product security posture and consent model: Security. Authorization and anti-abuse rules: Acceptable use and Terms of Service. Report suspected abuse or vulnerabilities from the Contact page (abuse and security subject prefixes).DeskRemote 僅供經授權的裝置使用，工作階段以同意為前提，並在平台允許時顯示可見的主機指示。它不是間諜軟體。產品安全態勢與同意模型：安全。授權與反濫用規則：合理使用與服務條款。請自聯絡頁面回報疑似濫用或弱點（使用 abuse 與 security 主旨前綴）。

Getting started快速開始

Step-by-step install, connect, and Free vs Pro instructions with product screenshots: Product Guide (English).逐步的安裝、連線與 Free／Pro 差異說明（含產品截圖）：產品指南（英文）。

Response and availability回應與可用性

Support is best effort and does not provide an uptime or response-time SLA. Remote access still requires a compatible DeskRemote server path, network, host availability, OS permissions, and an authorized session.支援採盡力而為，不提供正常運作時間或回應時間 SLA。遠端存取仍需要相容的 DeskRemote 伺服器路徑、網路、主機可用性、作業系統權限與經授權的工作階段。