CUSTOMER SUPPORT
Welcome to the Customer Support Section where we aim to provide
additional assistance to users through the existence of our
Knowledgebase and Downloads pages. The Knowledgebase is designed
to provide access to information on common problems confronted by users
and guide them on how to deal with them effectively.
The Downloads page provides access to a number of FREE! utilities including current and recommended Anti-Virus and Anti-Spyware software, which has been fully tested for use on Windows-based computer systems.
To access either page follow the appropriate links below:
The Downloads page provides access to a number of FREE! utilities including current and recommended Anti-Virus and Anti-Spyware software, which has been fully tested for use on Windows-based computer systems.
To access either page follow the appropriate links below:
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| Downloads | Knowledgebase |
All Registered Customers automatically receive FREE! Technical
Support either by telephone or a dedicated email address.
However, some customers may prefer a more hands-on approach to the support
process, which is where our Remote Access Support Service plays a major
role.
REMOTE ACCESS SUPPORT / MAINTENANCE
Traditionally, Remote Desktop Support was restricted to companies with medium to large networks, and allowed I.T. Support Staff to access a user's computer over the network and carry out troubleshooting and software repairs or assist a user to complete a particular task. However, this process is now widely used by I.T. Support companies and is also available as a support tool for our customers.
HOW DOES IT WORK
REMOTE ACCESS SUPPORT / MAINTENANCE
Traditionally, Remote Desktop Support was restricted to companies with medium to large networks, and allowed I.T. Support Staff to access a user's computer over the network and carry out troubleshooting and software repairs or assist a user to complete a particular task. However, this process is now widely used by I.T. Support companies and is also available as a support tool for our customers.
HOW DOES IT WORK
A small software application is installed on the user's computer. This
initial software installation is carried out FREE of CHARGE,
but is essential and allows a security I.D. and password to be allocated
to the computer, which is then registered with a secure
Internet-based database.
If a customer requires support they can e-mail or telephone details of the problem in the normal way, and if the problem cannot be resolved by this method, a remote access connection can be activated. This will allow us to login to the user's computer and assess the problem. During the connection period we will also be able to verbally communicate with the user, who can provide additional information if required.
NOTE: The remote access connection uses 256-Bit encryption. We do not access a user's computer without first seeking their permission.
Following an initial remote examination of the computer, we will be in a better position to determine whether the problem can be dealt with remotely, or whether a personal visit will be required. Whatever the result this process helps to eliminate the "Hit & Miss" speculation often associated with analysing a computer-related problem via email or over the telephone.
The following conditions apply to the "Remote Access" service:
If a customer requires support they can e-mail or telephone details of the problem in the normal way, and if the problem cannot be resolved by this method, a remote access connection can be activated. This will allow us to login to the user's computer and assess the problem. During the connection period we will also be able to verbally communicate with the user, who can provide additional information if required.
NOTE: The remote access connection uses 256-Bit encryption. We do not access a user's computer without first seeking their permission.
Following an initial remote examination of the computer, we will be in a better position to determine whether the problem can be dealt with remotely, or whether a personal visit will be required. Whatever the result this process helps to eliminate the "Hit & Miss" speculation often associated with analysing a computer-related problem via email or over the telephone.
The following conditions apply to the "Remote Access" service:
- The annual fee of £50 must have already been paid before a "Remote Access" connection can be activated, and is normally paid following the installation of the "Remote Access" software, unless alternative billing arrangements have been agreed.
- Remote Desktop repairs are quite often limited to software related problems, although a user can be directed remotely to make simple hardware changes if required.
- The service requires a broadband internet connection.
- The service is no longer restricted to current "Registered Customers", but can be purchased by casual users.
Users wishing to take advantage of, or ask further
questions regarding the "Remote Access" service can do
so by visiting the
Contact Us page