Home

LiveHelp

Our LiveHelp system uses remote desktop and screen-sharing technologies to enable us to diagnose problems, install software, remove viruses and improve performance without even touching your PC physically!  Using secure communication channels over the internet we can access your computer and perform any non-hardware work required no matter where in the country (or even in which country) you are.

Some people are rightly anxious about the security of such a system.  PuzzledWorld has invested time and money into this service, and would not do so if it would in any way compromised security!  Each connection generates a unique ID code that enables us to securely access your PC or laptop until such time as you close the software that enables access. 

Using the software gives us 'remote control' of your PC, using our keyboard and mouse instead of your own to perform actions on the machine.  You will usually also be able to see everything that we do on your machine, and can ask questions along the way if it helps!  We can also install a service application that would enable us to access a machine at any time, without the need for express permission to be given, though this is only used in cases where remote management is an essentail part of a service agreeent, and there are clear guidelines on when and how such a service will be used.  Again, though, any actions are logged and viewable.... we don't do anything without you knowing about it, as your security and peace of mind means a lot to us.  This is NOT a standard service though - ordinarily we can do nothing more on a machine once a support session is ended.

We are currently using the following applications to provide our LiveHelp remote support services, depending on the nature of the job to be undertaken.

 

After downloading and opening the programme you will be given a unique ID code that is necessary for us to access your computer.  You may have alerts from your firewall when attempting to use these servies, please allow any connections that the services request, otherwise we will not be able to view your PC.  Rest assured, though, there is no danger in running the applications with our guidance, and once the session is complete and the service closed, our access is ended.  Once a connection has been established you will usually notice that your desktop wallpaper is no longer shown.  This will revert to normal at the end of the session.  Suspending the display of a custom background wallpaper speeds up access, but also gives a very noticeable indication that a remote session is in progress.  These applications can also be used for us to show how to use a programme on our own machine, and to 'broadcast' a training session to many people at once.

Book a session using our ServiceDesk now - http://puzzledworld.net/appoint