It
is important to note that 99% of the issues
experienced can be resolved through email
support. However, if you are experiencing
support issues that are unable to be resolved
by email our Technical Support staff may contact
you for remote support.
Note:
Our support staff will only suggest remote
support if it is the only remaining option
and you have provided consent. |
System
Requirements
•
Requires Windows 95 (WinSock 2 Recommended),
98, 2000, Me, NT 4.0, XP, Vista 32
• Recommend minimum
of Pentium 300 with 64 MB of RAM
• Recommend stable
Internet connection with 56K or better
• Recommend ability
to make direct outgoing TCP connections, or
availability of a SOCKS server. |
Q:
How does this service work?
A: Once you connect to the
service, you'll be prompted to download a
small application which will allow one of
our support representatives to help you with
your problem or question using Chat or one
of the tools which will allow the support
representative to share your mouse and keyboard
for quick, easy service. At any time during
a session, you can retake control of your
computer just by moving your mouse or pausing
the session using the application. In other
words, you can have our support representative
solve a problem for you while you watch, or
you can have the support representative tell
you what to do step-by-step. You will be in
charge at all times.
Q: Can a support representative look
through files on my computer without my knowledge?
A: Absolutely not. Our screen-sharing
feature is optional – your representative
sees only what you see and whatever you decide
to show him/her on your screen. If a support
representative thinks it might be helpful
to share your screen or open a file on your
computer, he/she will suggest this and then
ask for your permission before doing so. The
only way for a support representative to work
with your computer is through your explicit
request for service.
Q: How can I save the Chat dialog
from my session to review later?
A: You may save the Chat
dialog between you and your support representative.
This feature is available in the Chat box
where you and your support representative
communicate. To save a copy of your Chat dialog,
go to the File menu in the Chat box and select
Save Chat Log. By saving your Chat dialog
periodically throughout your session, you
will always have the most current log on file.
Once you have chosen this option, a window
will pop up asking where you would like to
save the file. The file will be saved as "chatlog.txt"
by default, but you can easily rename it.
Finally, click Save to save the file. After
you have saved the session you can open the
file and print your Chat dialog.
Q: Is it true that my support representative
can see everything on my screen?
A: Yes. But before your support
representative views your screen, he or she
will first ask your permission and request
that you close all documents containing private
information. Let's say you're having trouble
finding an updated video driver on the Web.
Rather than calling a phone number and trying
to explain the problem, a live support representative
can tell you what to do (by typing instructions
for you in the Chat window), or he or she
can do it for you (by using your mouse and
keyboard remotely) while you watch and learn.
It's like having your own personal support
representative sitting right next to you.
Q: I have heard that it is dangerous
to download from the Internet. Is the plug-in
virus free?
A: Yes, the plug-in is safe!
We're as concerned as you are about this issue,
so regular virus checks and updates are conducted.
This helps us maintain our technology at the
highest standard to ensure superior quality
service. The warning message you may see on
your screen is a default message that is displayed
by your browser when you download any executable
files. You can feel confident using this plug-in.
Q: How is security maintained?
A: At the beginning of a
screen-sharing session, you and your support
representative are connected via a communication
server. The screen data that is passed between
you and your support representative during
a session is highly compressed using proprietary
technology that can be viewed only with GoToAssist
software. This data is also encrypted using
128-bit Advanced Encryption Standard (AES)
encryption. Privacy principles are TRUSTe
compliant. After the session has ended, your
support representative can no longer see your
screen or access your computer unless you
make another explicit request for support.
Q: Are there any files or folders
left on my computer after the session ends?
A. The downloaded file stays
on your computer; however, the file is useless
without a new "encryption key."
To download a new encryption key, you would
need to initiate a subsequent session with
a support representative. Screen-sharing sessions
have to be initiated by you, not a support
representative. |
