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On-Line
Desktop Streaming Support |
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Please enter your name and select a
representative below to begin your session. Please
note that ATS Online support representatives are available
by appointment only.
The " 3 Easy Steps to ATS Online
Support " file will show you how to get connected to a
support representative and what to expect during the
connection process. You will need
Adobe Reader
to view this file. You can also view some of the
Frequently Asked Questions lower on this page.
  3
Easy Steps to ATS Online Support
Frequently
Asked Questions
Q:
How does this service work?
A:
Once you
connect to the service, 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
using Chat or one of the tools which will allow the support
representative to share 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.
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Q: Can a support representative look through files on my
computer without my knowledge?
A:
Absolutely not. Our screen-sharing feature is optional –
your representative sees only what you see and whatever you
decide to show him/her on your screen. If a support
representative thinks it might be helpful to share your
screen or open a file on your computer, he/she will suggest
this and then ask for your permission before doing so. The
only way for a support representative to work with your
computer is through your explicit request for service.
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Q: How can I save the Chat dialog from my session to review
later?
A: You may
save the Chat dialog between you and your support
representative. This feature is available in the Chat box
where you and your support representative communicate. To
save a copy of your Chat dialog, go to the File menu in the
Chat box and select Save Chat Log. By saving your Chat
dialog periodically throughout your session, you will always
have the most current log on file. Once you have chosen this
option, a window will pop up asking where you would like to
save the file. The file will be saved as "chatlog.txt" by
default, but you can easily rename it. Finally, click Save
to save the file. After you have saved the session you can
open the file and print your Chat dialog.
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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. Rather than calling a phone number and trying to
explain the problem, a live support representative can tell
you what to do (by typing instructions for you in the Chat
window), 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.
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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.
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Q: 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.
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Q: Are there any files or folders left on my computer after
the session ends?
A. 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.
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