Real-time Remote Desktop Support
BizTech has an easy, secure, and reliable method for providing you with real-time remote desktop support for VISUAL and other desktop issues. The technology is called GoToAssist™ by Citrix. We have invested in the technology… you point and click your way to superior support services.
How it works:
- You submit a request for remote support to email@example.com. Be specific in detailing the nature of the issue and include your name, company name and a phone number where you can be reached. You may also call 800-804-4715 to request support.
- Support requests will be answered as soon as possible by the appropriate Support Representative for the task. You will be contacted and directed to the web-based support portal URL where you will download the remote desktop control plug-in. Your computer must have Internet access to use the service.
- Meet your Support Representative in real-time directly on your computer as if they were there. The Screen-sharing technology lets you and your Support Rep communicate via a chat window, view your actual computer screen together, share mouse and keyboard control and draw directly on your screen using the whiteboard feature.
Frequently Asked Questions:
Q: Will I pay a usage fee for taking advantage of this service?
A. No. Service rates apply to the amount of time that you spend with a Support Rep, but you will not pay for usage of the remote control technology. Why are we offering this technology for free? Because we believe the value is in strengthening our support relationship with you as a valued business partner.
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: 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.
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.
Q: How is security maintained?
A: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.
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
A little history…
VISUAL Manufacturing ERP software (aka VISUAL Enterprise, VISUAL MFG and VMFG) was originally developed by Lilly Software Associates (LSA). In 2004, Infor Global Solutions® purchased Lilly Software and the VISUAL Product and changed the name to Infor VISUAL.