|
Frequently Asked Questions about Remote Access
Q: How does this service work?
A: Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your
support representative to view your desktop and share control of your mouse and keyboard. At any time during a support
session, you can take control of your computer just by moving your mouse. You will be in charge at all times.
Q: Can my support representative look through files without my knowledge?
A: Absolutely not! Your representative sees only what you see and whatever you permit him or her to see on your computer
screen. 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.
Q: What about security?
A: At the beginning of a screen-sharing session, you and your support representative are connected by a secure 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 the Remote Access software.
- An encrypted connection is established between technician and customer, using established Internet protocols (256-bit SSL).
- Support sessions are initiated by the customer: a technician cannot examine a customer’s PC without being invited
to do so by the customer.
- Once the support session has ended, all access rights to access the customer’s PC are removed.
- 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.
- Nothing is permanently installed on the customer’s PC. A small Applet is downloaded when the session starts and is
removed when the session ends.
Q: What are the minimum requirements for my computer and Internet connection?
A: For your support representative to view your desktop, your computer should meet these requirements:
- 56Kbps or greater Internet connection (Broadband recommended)
- Required Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0, XP, or Vista
- Internet Explorer 4.0 or later, Netscape Navigator 4.0 or later or Mozilla Firefox 1.0 or later
- Recommended: Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy
Q: 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 might
see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using
this plug-in.
Q: What is the size of the file that I will download to engage in a screen-sharing session with my support representative?
A: The file size ranges between 329 kb and 580 kb. Windows 98, XP, and Vista have different requirements.
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", we recommend
that you delete it to reduce desktop clutter. 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.
Q: What are some of the services you can do remotely?
A: Quite a few, actually. The list below shows some of the things
- Identify and fix/replace damaged or corrupted windows files
- Identify and fix/replace damaged or corrupted device drivers
- Identify and fix/replace damaged or corrupted networking files (networking must work at least enough to make a connection)
- Identify and remove virus, worms and Trojans
- Identify and remove adware, spyware and other malware
- Optimize your computer so it starts up and runs faster
- And many others
Q: What services can’t be done remotely that would be done on the bench?
A: Anything that requires physical access to the computer.
- Hardware additions or replacements
- Memory upgrades
- Thermal build up prevention
- We can’t do a full backup image of your computer and files and keep it on file as we do with our in-shop service. However, we can provide you with a Data Backup Solution that works for you.
|