Remote Access

Screen Sharing & Remote Access Policy:

 

In order to perform the diagnosis on your pc, we need to share your computer screen using our secure connection method. Below is the step-by-step guide given for your help:

 

Permission For Screen Sharing: By entering the secure code provided by our technical Expert (in LogMeIn Rescue or GoToAssist Connect access panel) you are explicitly giving the permission to our expert to access and control your computer to diagnose and fix the issues.

 

Customer Controls Over Remote Session: Do always remember, being the main user (primary user) of your computer, you will always have total control on remote session and you can disconnect the session anytime by clicking on the red "X' button on the right top corner of the window.

 

No Access Post Session: After the issue resolution, you can terminate the remote session so that all the Remote Support connections are terminated. Once we are disconnected from your PC, we cannot get connected automatically.

 

 

FAQ’s on Instant Remote Support:

Q. What is remote access?

A. In computer networking, remote access technology allows logging into a system as an authorized user without being physically present at its keyboard.

 

Q. How do i know that your remote access software is secure and reliable?

A. We are using LogMeIn Rescue & GoToAssist software for remote access. Both are third party software and are very much secure for remote support. For more information, you can always visit their websites: www.logmeinrescue.com & www.gotoassist.com.

 

Q. Once the remote connection software is installed on a computer, can we re-connect to the computer without your knowledge?

A. No. It is not possible at all as these software are not getting installed on your pc. So, after terminating the remote session, it automatically terminate all the services for its remote connection.

 

Q. Is the code given by technician for my specific account?

A. No. This code is dynamically generated for every new remote session. In the event that you want to reconnect with our agents, you will have to call us and get a new code to initiate another connection.

 

Q. Can the agents, once remotely connected, access all of the files and data on my computer?

A. Once the remote connection is made it is as-if the agent is at your desktop navigating your computer. Hence we advise you to close all personal files and folders and if you are not sure keep a watch on agent activity. However, our quality team always keep monitoring the remote session very closely to avoid any such issues.

 

Q. What if I am not sure about this process and want to disconnect the remote session that has been started?

A. That’s not a big deal. You can simply tell the agent to terminate the session or close the remote connection window that is opened and the connection will be disconnected

 

Q. The remote access software that is installed on my computer does it always run in the background?

A. No. The only way the software will run is if you choose to run the exe downloaded. LogMeIn and GoToAssist both are reputed companies headquartered in US.

 

In case of any concerns or questions about the remote session, please feel free to call us on 1-817-494-2191 or write to us at info@malcomprise.com