|
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 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.
Q: Can a support representative look through files on my computer without my
knowledge?
A: 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.
Q: How can I save the Chat dialog from my session to review later?
A: You may save the Chat dialog between you
and your support representative. This feature is available in the Chat box where
you and your support representative communicate. 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.
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 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.
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 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.
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." 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. |
