Bound Arc Remote Support access to the active Microsoft support case

Source facts

Microsoft describes Remote Support as a preview that permits a support professional to access the device for troubleshooting after a support request is submitted. Access requires consent, and the customer controls its level and duration. The documented setup is performed from the Arc-enabled Windows server’s Remote Support page. The same feature provides a Revoke access action to withdraw the access. Microsoft documentation.

Applicability

Use this review when considering remote access for an identified Microsoft support case. Confirm the preview’s current eligibility requirements and the actual device. Identify the case owner and person authorized to grant consent.

DSE recommendation

Record the support-case reference, requested troubleshooting purpose, access level, and approved duration before enabling access. Have the case owner confirm which device the support professional needs. Arrange an agreed observation period and name the person responsible for ending access. Keep any extension tied to a renewed case decision rather than leaving the original approval open-ended.

Verification

Inspect the displayed access settings after the approved setup and compare them with the case record. At the end of the work, use the documented revocation path and retain the resulting status. Record when access was ended and any unresolved troubleshooting work. Investigate a mismatch in device, level, or duration before approving another session.

Official references

Microsoft Learn: How to configure remote support for Arc-enabled Windows servers (preview). Source reviewed September 8, 2026.