"How It Works"
|Live help from Technical
Support Reps! How it works... here's how to get live
computer help right on your desktop:
||Tell us what you
need. Type your question as specifically as you can,
then click the button.
||Get the quick
download. The screen-sharing plug-in automatically
downloads onto your computer.
Technical Support Rep in real time. Your Technical
Support Rep helps you directly on your computer, as
if he or she were sitting right next to you.
|| How? The
screen-sharing plug-in lets both you and your
Technical Support Rep communicate via a Chat window,
see your computer screen, share your mouse and
keyboard and draw on your screen using the special
“System and Network
|For a support
representative to view a customer’s desktop, the
customer should meet these requirements:
|| 256K connection or better
ability to make direct outgoing TCP connections, or
availability of a SOCKS server or an HTTP proxy
Pentium-class PC running XP, Vista, Windows 7 or Windows 8
|For a customer to view a
support representative’s desktop, the customer
should meet these requirements:
Vista (WinSock 2 Recommended), XP, Vista, Windows 7 and Windows 8
minimum of Pentium 4 with 3GB of RAM
Internet connection with 256K or better
ability to make direct outgoing TCP connections, or
availability of a SOCKS server
|Q: How does this service work?
||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.
||Can a support representative
look through files on my computer without my
||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.
||How can I save the Chat dialog
from my session to review later?
may save the Chat dialog between you and your
support representative. This feature is available in
the Chat box where you and your support
representativecommunicate. 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.
||Is it true that my support
representative can see everything on my screen?
||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.
||I have heard that it is
dangerous to download from the Internet. Is the
plug-in virus free?
||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
||How is security maintained?
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 remote-pc
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
||Are there any files or folders
left on my computer after the session ends?
||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.