In the last decade Internet has changed our lives dramatically.
On-site support used to involve you calling the manufacturer and having them tell you over the phone how to fix the problem or sending an engineer to the office. Nowadays the engineer can login into your computer and fix the problem immediately while you are still on the phone speaking to him.
The companies are now installing systems that allow an engineer to access network remotely from their office using the Internet as a medium, without breaching the security.