NOTE: The prescribed remote support sessions are in conjunction with an open support ticket and are prescribed by Thunder Laser Canada Tech Support when more immersive data and information is needed, for direct control of the computer running the laser, and for 1 hour trainings. If you were not directed to this page and did not have an open ticket working an issue or requesting training, please email support@thunderlaser.ca and we can assist you.

Our booking system is integrated with our support platform to handle scheduling automatically. Once you lock in a time slot on our calendar, the system gets to work provisioning your session.

📬 Step 1: Check Your Inbox for Your Custom Link

Once you submit your booking, our automated system starts generating your unique remote meeting.

• When will I get it? You will receive an automated email confirmation from Zoho Assist. While the integration usually processes things pretty quickly, please allow up to an hour or two for the system to fully sync and drop the link into your inbox.

• What’s inside? This email contains your dedicated Join Link, your scheduled time, and your technician's details.

• Note: If a couple of hours have passed and you still don't see it, be sure to peek in your Spam or Junk folder just in case!

💻 Step 2: Preparing Your Computer (Before the Session)

A few minutes before your scheduled start time, please prepare your setup:

1. Go to the physical computer that is actively connected to your Thunder Laser.

2. Open your email on that specific computer and locate your Zoho Assist confirmation email.

3. Click your unique Join Link.

4. Follow the brief, safe browser prompts to run the secure Zoho Assist desktop agent. This allows our technician to see your screen and assist you in real-time.
   

NOTE: If you are using a Mac, you will have to follow the instructions and allow 2 different permissions. The installer should instruct you.

🎙️ Step 3: Connecting with Your Technician

Once the remote connection is initialized, a secure chat window will open on your screen.

• We will use this built-in chat box to say hello and seamlessly establish voice communication via computer (preferred) or phone so we can talk through the training or troubleshooting steps together.

Need to Make Changes or Need Help?

Because our links are generated automatically based on your initial reservation, if you need to reschedule, cancel, or have any issues finding your link:

• If you have an open ticket: Simply reply directly to that ticket thread.

• If you don't have an open ticket: Email us directly at support@thunderlaser.ca and our team will get you sorted out!