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Frequently asked questions
Q: How does this service work?
A:
Once you are connected to the service by entering the 7-digit code in the box, 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 by sharing 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. Your representative sees only what you see and whatever you decide to show him/her on your screen. The only way for a support representative to work with your computer is through your explicit request for service.
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. A support representative can tell you what to do, 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.
