Remote Support Services FAQs - CA Technologies
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Remote Support Services
Frequently Asked Questions

Q: How does this service work?
A: Your support representative will give you a 9-digit code. Once you've entered the code in the box and connected to the service, you'll be prompted to download a small application. This application will allow one of our support representatives to help you with your problem or question by sharing your mouse and keyboard for quick, easy service. You can retake control of your computer at any time simply by moving your mouse or using the application's pause function to pause the session. 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. Your representative sees only what you see and whatever you decide to show him/her on your screen. 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. A support representative can tell you what to do, or he or she can do it for you 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 we conduct regular virus checks and updates. 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 your browser displays when you download any executable files. You can feel confident using this plug-in.


Q: Why did CA Technologies move to a new remote support tool?
A: In 2008, CA Technologies made a strategic decsion to provide internal remote session support via the Citrix GotoAssist tool. CA Support has decided to end the use of this tool and will be moving to Cisco WebEx as the new remote session support tool effective Monday, January 28, 2013.




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