Online Remote Access - Frequently Asked Questions

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 by allowing the technician to control your mouse and keyboard. At any time during a session you can end it by clicking the red x and the top of the screen. 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. Your representative sees only what you see.
 
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 take control of your mouse and keyboard and fix the problem for you 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?
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 our software using the 128-bit Advanced Encryption Standar(AES- encryption. 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 is uninstalled and deleted from your system at the end of the session.

Q: What are the minimum system and network requirements?
A. For a support representative to view a customer’s desktop, the customer should meet these requirements:
- Required Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or XP
- Cable or better internet connection