We can connect to your computer from the office and take a look at the problems you are having. We offer remote assistance at a slightly reduced fee for onsite.

Note: You must have a live Broadband internet connection.

What is Chaptan Remote Assistance?

Remote Assistance is a tool that allows a  Chaptan Technician to connect to a computer in real-time while on the phone. With the caller’s permission, this connection allows the Chaptan Technician to view and/or control the caller’s computer in order to solve problems and demonstrate solutions.

What Is the Purpose of Remote Assistance?

To resolve many problems more immediately, often at the time of first call by:

• Allowing a Chaptan Technician an immediate, direct look at a problem.
• Enabling a caller to reproduce/demonstrate a problem to the Chaptan Technician.
• Permitting a Chaptan Technician to demonstrate a task while explaining it.
• Allowing a Chaptan Technicians to achieve real-time solutions.

How does it work?

Remote Assistance is offered over the phone (initially) while a subscriber is sitting at his or her INTERNETENABLED computer. The caller is directed to a website and issued a pin number. Once the pin has been entered, the caller receives a message on his or her screen requesting permission for the  Chaptan Technician to share the screen;Remote Assistance is never performed without the express permission of the caller. Either the customer or the Chaptan Technician can end the session at any time. 
Once the screen is shared,the Chaptan Technician can see the entire screen. He or she can use the connection to see what is occurring and, if allowed, manipulate the mouse and keyboard to troubleshoot or resolve the problem. The caller can see everything that is happening on his or her computer.
The caller will be offered a“Calling Card” installed on the computer desktop, for incidents in the future. Any future incidents will not require the caller to visit the website and enter a pin number.

What Kinds of Things Can Remote Assistance Be Used to Do?

• Demonstrate a procedure (how-to).
• Resolve a known or suspected problem that is expected to be quickly addressed.
• Perform common software installs.
• View a person’s computer to gain a more complete understanding of a reported problem.
• Perform advanced troubleshooting or information gathering.
• Help with locating missing files or elusive menu options.
• Some virus/spyware/malware infections can be eradicated.

What Are the Limitations?

Remote Assistance cannot be used to:

• Address problems which require extensive time or research.
• Troubleshoot internet connectivity issues.
• Solve hardware problems, or issues linked with the physical environment of the computer.
• Perform advanced problem resolution.
• Some Bad virus/spyware/malware infections.

Notes:

• Only a Chaptan Technician can offer a Remote Assistance session. Although the subscriber can ask for assistance via the "calling card"
• Each Remote Assistance session can be initiated only with the consent of the caller
• The caller needs to be on the phone with the a Chaptan Technician to initialise the Remote session
• Because this service requires sharing the entire screen of the caller's computer, callers should be sure to close any documents, Web sites, or applications with personal or confidential data.

Price