Looks like logmein is another tool to use for supporting endusers/relations. This is a cutdown citrix like client that gets installed on your supportees pc’s before they need your help but which you can then access over a web connection. You could have multiple pc’s/owners all logging on with your account but then you’d need to share the password so this would only work for remote support for your close relatives or your own machine. Once the software is installed it creates a web connection to their central server and your control is sent down this encrypted connection. It seems to work well, is fast(er than vnc) but doesn’t have enhanced capabilities such as chat/file transfer unless you pay per month for this capability. The one big advantage is that it doesn’t need any ports opening up on a firewall and the end user is prompted when you attempt to control it.