Simon, Are you referring to Manage or Control?

Thank you for your feedback. We will update our documentation to make it clear which item to remove in Add/Remove programs.

https://docs.connectwise.com/ConnectWise_Control_Documentation/On-premises/Advanced_setup/Uninstall_the_server_software

We have created an extension that allows your end users to request support using the SOS Client:

https://docs.connectwise.com/ConnectWise_Control_Documentation/Supported_extensions/Productivity/SOS_Deployer/Request_support_using_Quick_Support_SOS