Frequently asked questions
Everything you might want to know — split into five categories. Missing something? Get in touch.
1. Basics
What is WinDesk?
WinDesk is remote desktop and remote support software made in Switzerland. It establishes a direct, encrypted peer-to-peer connection between the client (supporter) and the host (target device) — without screen data flowing through a vendor cloud.
Who is WinDesk for?
IT providers, system administrators, SME IT leads, freelancers and individuals supporting family or friends. WinDesk scales from the Free plan (occasional help) to Pro (several hundred managed devices).
Which platforms does WinDesk run on?
Who builds WinDesk?
WinDesk is developed and operated by Lightnet Multimedia GmbH in Switzerland. A Swiss limited-liability company registered in the Swiss commercial register.
2. Security & privacy
Is WinDesk GDPR-compliant?
Yes. As a Swiss company we are subject to the revised Federal Act on Data Protection (revFADP), which is largely equivalent to the GDPR. Servers are exclusively in Switzerland and the EU. The privacy notice explains which data we process for account and billing purposes.
How does end-to-end encryption work?
Every session uses an ephemeral AES-256-GCM key negotiated via ECDH (Curve25519). Both sides authenticate each other. The key is discarded after the session — even we cannot decrypt session contents afterwards.
Can your staff read sessions?
No. End-to-end encryption technically guarantees that session content is unreadable to us. We store metadata (who, when, how long, which IP) for billing and security auditing — but no screen content.
Is WinDesk subject to the US CLOUD Act?
No. Our company is registered in Switzerland, all servers are in Swiss and EU data centres, and we have no US parent company. The CLOUD Act therefore cannot compel us to hand over data to US authorities.
Is there an audit or certification?
An external security audit is planned for Q4 2026. ISO 27001 certification follows as a medium-term target.
3. Pricing & billing
What does WinDesk cost?
Free (CHF 0 — 2h/month), Light (CHF 19.90/month), Pro (CHF 29.90/month including unattended access and 100 hosts). Details on the pricing page.
What is included in Free?
2 hours of total session time per calendar month, max. 5 minutes per individual session. All connections are fully encrypted. Ideal for occasional help to family members.
Can I try without a credit card?
Yes. Free only requires email registration. For Light/Pro we offer a 14-day trial without storing a credit card.
Is there an annual discount?
Yes. With annual billing we give you 2 months free — effectively a 16.6% discount on Light and Pro.
Is VAT shown?
Swiss customers see invoices with 8.1% VAT. EU customers without a corporate VAT ID are billed via the OSS scheme.
4. Technical & installation
Which operating systems are supported?
Windows 10/11 (64-bit), macOS 13+ Apple Silicon, Ubuntu/Debian/Fedora/RHEL Linux x64 and Raspberry Pi 4/5 (Pi OS Bookworm 64-bit). All builds are signed (Windows EV, macOS Apple Developer ID + notarisation).
Which ports do I need to open?
Usually none. WinDesk uses UDP-based NAT traversal (hole punching). Outbound, both sides only need port 443 (TCP/UDP) to our rendezvous servers. Internal firewalls that block outbound UDP need an exception for *.windesk.ch.
Do I need administrator rights?
For ad-hoc help no — the host runs portably. For unattended access yes, since a service is installed that is also available without a logged-in user.
How much bandwidth does a session need?
Typically 1.5–4 Mbit/s per 1080p monitor. The adaptive codec adjusts quality automatically. On mobile (LTE) 0.5 Mbit/s can be enough for usable sessions.
Does WinDesk work over VPNs?
Yes. VPNs only change the IP routing layer and have no impact on the encrypted payload. In some corporate VPNs that mandate full traffic inspection, a TURN relay fallback may be needed.
What happens if the connection drops?
WinDesk tries automatically for up to 30 seconds to restore the session — typical after a Wi-Fi switch or temporary network outage. If that fails, you need to reconnect manually.
5. Account & access
Can I have multiple technicians on the same account?
Yes, from Light onwards. Each technician needs their own license — one account can include multiple technicians. On the Pro plan you can assign roles (admin, supporter, read-only).
How do I sign in?
Email + password or passkey (WebAuthn). We recommend passkey for maximum protection. TOTP two-factor is available for all accounts and mandatory for admin roles.
I forgot my password — what now?
Use the «Forgot password» link in the login form. We email you a reset link. If you use passkey: your device is the key — for loss please contact info@windesk.ch.
Can I delete my account?
Yes, any time in the portal under «Account» → «Delete». All associated data is irrevocably deleted within 30 days, including all session logs.
How do I add more users?
On the Pro plan: in the portal under «Team» → «Invite user». You enter email and role; the invitee gets a confirmation link (valid 24h), sets up MFA on first login and is then ready. Each additional user costs CHF 4.90/month. Details: Pricing & add-ons.
Can multiple technicians share one account?
No. Account sharing is explicitly forbidden by §9 of the terms — for good reasons: the audit trail becomes useless, MFA loses its protection, offboarding becomes a nightmare, and many cyber-insurance policies are voided in case of an incident. Each technician needs their own named login. CHF 4.90/user instead of CHF 29.90/license copy.