Frequently Asked Questions
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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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| [ Back to Live Remote Assistance ] |
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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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| [ Back to Live Remote Assistance ] |
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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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| [ Back to Live Remote Assistance ] |
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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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| [ Back to Live Remote Assistance ] |
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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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| [ Back to Live Remote Assistance ] |
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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. |
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| [ Back to Live Remote Assistance ] |
