Live
Remote Assistance
With
our live remote-assistance tool, a member of our support team
can view your desktop and share control of your mouse and keyboard
to get you on your way to a solution. The tool can speed up
problem determination, collection of data, and ultimately, your
PMR solution.
How to
Get Support
A member of our support team will talk with you first to determine
the nature of the problem. You should open a PMR via the normal
methods and the support engineer will decide whether this tool
is the right approach for your particular problem.
How does
this service work?
Once you connect to the service, you are prompted to download
a small, self-installing executable plug-in. This plug-in executable
contains an encryption key that opens up the communication 'pipeline'
between you and the support representative. At your explicit
approval (You will be prompted), this 'pipeline' allows our
support representative to chat, view your desktop or share control
of your mouse and keyboard.
Can
my support representative look through files without my knowledge?
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, your permission
is required. It is your responsibility to close/minimize all
documents containing private information prior to any viewing
or shared control session. 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.
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.
What
are the minimum requirements for my computer and Internet connection?
For your support representative to view your desktop, your computer
should meet these requirements:
- 28.8Kbps
or greater Internet connection (56K recommended)
- Required
Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0
or XP
- Internet
Explorer 4.0 or later, Netscape Navigator 4.0 or later or
Mozilla Firefox 1.0 or later
- Access
to ports 80, 443, and 8200
- Recommended:
Ability to make direct outgoing TCP connections, or availability
of a SOCKS server or an HTTP proxy
Is the
plug-in virus free?
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.
What
is the size of the file that I will download to engage in a
screen-sharing session with my support representative?
The file size ranges between 329 kb and 580 kb.
Are
there any files or folders left on my computer after the session
ends?
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.
Additional
information on the IBM Assist On Site tool is available on IBM.com.