REMOTE SUPPORT FAQ
(Frequently Asked Questions)

Remote support is a technician attaching to, and supporting, your system from a remote location.

      

1) Is Remote Support Secure?
    Yes, a remote support session is encrypted at 128 Bits at both ends. This is the same level of  security used by on-line banking.
     A) All remote support is done in full view of the 'host' and the remote connection can be ended with the click of a button.
     B) A remote session is fully 'interactive'. Both Host and Remote can operate the PC simultaneously.

2) Can a remote tech connect to my PC without my permission?
     No, a remote session MUST be initiated by the end user (the Host). The session can be ended at any time by either party, and once ended cannot be re-established without EXPLICITLY doing so. (the HOST MUST click connect from the web site)

3) Why would I want to use Remote Support?
     A) Remote Support can allow a technician to log onto YOUR computer, over the internet, to troubleshoot and correct many problems.
     B) Remote support can be done at a time more in line with your schedule. Evenings, for instance.
     C) With Remote Support, no technician will need to physically come to your site.
The connection can be made at YOUR convenience.
      D) Since no tech need visit you, costs can be reduced and problems corrected quickly.

4) Can every problem be fixed remotely?
     No, not ALL problems can be corrected remotely. Some problems require an on-site presence, where the tech can use all of his senses to SEE what is happening.

What can be corrected remotely then?
Many things can be corrected remotely. Some examples are:

Remote support can be very cost effective, but not everything is a candidate for remote support.

The policy at NWS is, let us log in  and take a look at the system. If we feel the problem can be corrected, with your permission, we will do so.

If the problem does not appear to be one that can be corrected remotely, we will give you our advice on how you may want to proceed and end the support call.

The total cost to you in this case will be the $10.00 connection fee.

If  we proceed with the repairs and it turns out to be more complicated than originally thought, we will discuss the issue with you, and if  you decide to end the call, the total cost to you will be the $10.00 connection fee. If some, but not all, problems are corrected, then the normal charges will apply.

In general, the faster your connection to the internet, the faster and better remote support can work. A cable or DSL is the ideal connection. Standard dial-up will work, but will be much slower. In general, the slowest type of connection is AOL dialup modem. Slower connection = more time = higher costs.