"How It Works"
Live help from 2e2 Support Agents! How it works...
Here's how to get live computer help right on your desktop:
- Click on the "Take me to get Live Support" logo above
- Click on "Join a support session" and enter the session number provided by your support agent
- You may get a prompt to download/run an ActiveX control, please accept/run
- You can now "chat" with your support agent. The agent will prompt you to be allowed to view/take control of your desktop.
- The screen-sharing plug-in lets both you and your 2e2 Support Agent communicate via a Chat window, see your computer screen, share your mouse and keyboard
"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.
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.
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.
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.
