Frequently Asked Questions about remote support
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Q: |
How does
this service work? |
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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. |
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Q: |
Can my
support representative look through files without my
knowledge? |
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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. |
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Q: |
How is
security maintained? |
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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. |
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Q: |
What are
the minimum requirements for my computer and Internet
connection? |
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A: |
For your
support representative to view your desktop, your computer
should meet these requirements: |
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28.8Kbps or greater Internet connection (56K
recommended) |
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Required Pentium-class PC running Windows 95, 98,
2000, Me, NT 4.0 or XP |
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Internet Explorer 4.0 or later, Netscape Navigator
4.0 or later or Mozilla Firefox 1.0 or later |
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Recommended: Ability to make direct outgoing TCP
connections, or availability of a SOCKS server or an
HTTP proxy |
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Q: |
Is the
plug-in virus free? |
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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. |
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Q: |
What is the
size of the file that I will download to engage in a
screen-sharing session with my support representative? |
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A: |
The file
size ranges between 329 kb and 580 kb. |
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Q: |
Are there
any files or folders left on my computer after the session
ends? |
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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. |
