DT RMM — End-User Guide - Degarmo Technologies: Managed IT & Security Services

End-User Guide · Endpoint Management

DT RMM — Powered by Datto

DT RMM

Your Endpoint Management & Support Platform

DT RMM keeps your device healthy, up to date, and secure — automatically. This guide explains what the DT RMM agent does on your computer and what to expect from your IT support experience.

This Guide Covers

What DT RMM is & what it does

What gets monitored on your device

How alerts and patching work

Remote support sessions

How to submit a support ticket

Privacy & what we can & cannot see

Understanding Your Tool

What Is DT RMM?

A lightweight agent that keeps your device healthy, secure, and supported — silently running in the background.

The Short Version

DT RMM (Remote Monitoring and Management) is a software agent installed on your work device by Degarmo Technologies. It runs quietly in the background and allows our IT team to proactively monitor your device's health, apply security patches, and provide remote support — without interrupting your workday.

Think of it as a 24/7 health monitor for your computer. It checks dozens of system metrics continuously and alerts our team before small problems become big outages.

Your Device's Live Dashboard — What We See

DT RMM — Device Health Monitor · WORKSTATION-JSmith

● ONLINE

98%

HEALTH SCORE

Current

PATCH STATUS

42 days

UPTIME

Antivirus Protection

Active — Datto AV v4.2

Windows Updates

All patches applied

Disk Health

78% free — No errors

RAM Utilization

87% — Alert triggered

Backup Agent

Last backup: Today 6:02 AM

What DT RMM Does Automatically

🛡️

Security Patch Management

Windows updates, third-party app patches, and security fixes are applied automatically — typically overnight or during off-hours — so your device stays protected without interrupting your work.

❤️

Device Health Monitoring

CPU usage, memory, disk health, and network performance are monitored 24/7. If any metric exceeds a safe threshold, our team is alerted and investigates before it affects your productivity.

🔧

Automated Remediation

Many common issues — a service that stopped, a stuck process, low disk space — are fixed automatically by DT RMM before you ever notice them. No ticket required.

📋

Software Inventory

DT RMM maintains a complete inventory of all software installed on your device. This helps our team ensure you have the right tools, identify unsupported software, and maintain licensing compliance.

Alerts & Maintenance

What Happens When DT RMM Detects an Issue

Most issues are resolved automatically. When they require your attention, here's exactly what to expect.

The Alert Workflow — From Detection to Resolution

STEP 01

Issue Detected

DT RMM identifies a problem — disk space below 10%, a critical service stopped, a failed patch, or a security threat.

STEP 02

Auto-Remediation Attempted

DT RMM tries to fix the issue automatically — restarting a service, freeing temp files, or rolling back a failed update.

STEP 03

IT Team Alerted

If auto-remediation doesn't resolve it, our team receives an immediate alert and investigates — often before you notice anything.

STEP 04

Resolution & Notification

The issue is resolved — remotely when possible. If your involvement is needed, we'll contact you directly with clear instructions.

Patch Management — What to Expect

DT RMM manages all Windows and software patches for your device automatically. Here is what the patching process looks like from your perspective:

📅 When Patches Are Applied

Most patches are applied outside business hours — typically overnight or on weekends — to avoid disrupting your work. Your device may restart automatically during this process. You may occasionally see a notification that updates were applied when you log in the next morning.

⚡ Emergency Security Patches

Critical security patches (rated "Critical" or "High" severity by Microsoft) may be applied more urgently, even during business hours. You will receive a notification with a short window to save your work before a required restart. These are necessary to protect your device from active threats.

💻 What You Need to Do

In most cases: nothing. Save your work at the end of each day and don't force-shutdown your computer — this allows DT RMM to apply patches cleanly overnight. If you see a DT RMM notification, read it carefully and follow the instructions.

🔔 Restart Reminders

If a restart is required after patching, DT RMM will show a notification on your screen. You can typically defer the restart for a few hours if you're in the middle of work. Repeated deferrals are not recommended — patches only fully protect you after the restart is complete.

Why Patching Matters

The majority of successful cyberattacks exploit software vulnerabilities that had available patches. By keeping your device patched automatically, DT RMM closes these attack windows before cybercriminals can exploit them — protecting both your device and your organization's data.

Remote Support

What to Expect During a Remote Support Session

DT RMM allows our technicians to connect to your device remotely to diagnose and fix issues — quickly and securely.

How a Remote Support Session Works

REMOTE SESSION IN PROGRESS

Secure connection · Degarmo Technologies Technician · Your approval required

You submit a ticket or we detect an issue requiring hands-on investigation that can't be resolved automatically.

Our technician contacts you via phone or your preferred communication method to explain what we need to do and get your permission.

A connection request appears on your screen. You click "Allow" to grant our technician temporary access to your device.

You can watch everything the technician does in real time. You remain in full control and can end the session at any time.

The technician resolves the issue and walks you through what was done before ending the session.

Session ends automatically. All access is revoked the moment the session closes — we cannot access your device without a new session request.

Your Rights During a Remote Session

👁️

Full Visibility

You can see every action the technician takes on your screen in real time. There are no hidden or background actions during a session.

🛑

You Can Stop It

You can end the remote session at any time — immediately — by closing the session window or pressing the disconnect button. No explanation required.

🔐

Session Logged

All remote sessions are logged — who connected, when, for how long, and what actions were taken. You can request a session log at any time.

Verify Before You Allow

Never allow a remote connection from someone who contacted you unsolicited. Legitimate Degarmo Technologies technicians will always reach out via your organization's known communication channels first and will never ask you to install unknown software or visit unfamiliar websites to enable access.

Getting Help

How to Submit a Support Ticket

When DT RMM doesn't fix something automatically and you need help — here's how to reach us.

The 3 Ways to Submit a Ticket

📧

Email Support

Send an email describing your issue to your organization's designated support address. Include your name, device name, and a description of the problem. A ticket is automatically created and assigned.

💻

Support Portal

Log in to the DT RMM support portal to submit a ticket, track its status, view past tickets, and communicate directly with the technician working your issue.

📞

Phone / Same-Day

For urgent issues affecting your ability to work, call Degarmo Technologies directly. We commit to same-day support for all active clients.

What Makes a Good Ticket — What to Include

The more detail you provide, the faster we can resolve your issue. Here's what helps most:

Device name or computer name (shown in system settings)
When the issue started — was there a specific event?
What you were doing when the issue occurred
Error messages — copy them word for word or take a screenshot

How often it happens — always, sometimes, once?
What you've tried already — restarted? Reinstalled?
Business impact — can you still work or are you blocked?
Urgency — is this preventing you from doing your job?

Ticket Priority Levels

Priority

Definition

Response Target

Critical

Complete work stoppage — cannot function at all

Within 1 hour

High

Significantly impaired — workaround exists but difficult

Within 4 hours

Medium

Issue present but you can still do your job

Same day

Low

Request, question, or minor issue with no impact

Within 1–2 business days

Privacy & FAQs

What We Can and Cannot See

Transparent answers about your privacy and the most common questions about DT RMM.

Privacy — What DT RMM Can Access

✓ What We CAN See

Device hardware specifications and health metrics
Operating system version and patch status
Installed software inventory and versions
CPU, memory, disk usage statistics
Network connectivity status
Running services and processes (names only)
Security software status (AV, backup agent)
System event logs related to errors

✗ What We CANNOT See

Your email content or messages
Your personal files or documents
Your browser history
Your passwords or credentials
Your screen (outside of approved sessions)
Your webcam or microphone
Your keystrokes or typing

Frequently Asked Questions

Will DT RMM slow down my computer?

The DT RMM agent is extremely lightweight — it uses less than 1% of CPU on average. You will not notice it running. Maintenance tasks like patch application are scheduled during off-hours to avoid any performance impact during your workday.

Why did my computer restart automatically?

Automatic restarts happen when a security patch or software update requires a restart to take effect. DT RMM schedules these during off-hours whenever possible. If a restart was unexpected during work hours, submit a ticket and we'll investigate.

Can I uninstall the DT RMM agent?

The DT RMM agent is a managed corporate tool installed by your organization. Removing it would disable your organization's ability to support and secure your device. Please contact Degarmo Technologies if you have concerns about the agent.

I see a DT RMM notification — what should I do?

Read the notification carefully. Most notifications are informational or ask you to restart your computer. If the notification asks you to take an action you don't understand, contact Degarmo Technologies before proceeding.

Need Help? We're Here.

For any issues with your device, questions about DT RMM, or IT support needs, contact Degarmo Technologies. We're committed to same-day support for all clients.

Same-Day Support

Phone, Email & Portal

Veteran-Owned Team

Visit degarmo.tech · Oklahoma City, OK · Serving organizations nationwide