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Interactive Help - Frequently Asked Questions

How does the service work?
Can support personnel look through files on my computer without my knowledge?
Is it true that support personnel can see everything on my screen?
What are the requirements for this technology to work?

How does the service work?
Once you connect to the service, you'll be prompted to download a small application which will allow support personnel to help you with your problem or question, using chat or one of the GoToAssist tools. These tools allow support personnel to share your mouse and keyboard. At any time during a session with support personnel, you can retake control of your computer just by moving your mouse, or pausing the session. In other words, you can have support personnel solve a problem for you while you watch, or you can have support personnel tell you what to do step-by-step. You will be in control at all times.

Can support personnel look through files on your computer without your knowledge?
Absolutely not. The screen-sharing feature is optional. Support personnel see only what you see and whatever you decide to show us on your screen. If support personnel think it might be helpful to share your screen or open a file on your computer, they will suggest this and then ask for your permission before doing so. The only way for support personnel to work with your computer is through your explicit request.

Is it true that support personnel can see everything on my screen?
 Yes. However, before Intergraph support personnel view your screen, they will first ask your permission and request that you close all documents containing private information. Let's say you're having trouble with an drawing or CAESAR II input file, rather than trying to explain the problem, support personnel can tell you what to do (by typing instructions for you in the chat window), or they can do it for you (by using your mouse and keyboard remotely) while you watch and learn. It's like having your own personal expert sitting next to you.

What are the requirements for this technology to work?
For a Intergraph support personnel to view a your desktop, your computer and network should meet these requirements:
- Internet Explorer or Mozilla Firefox
- Required: 28.8Kbps or greater connection, 56K recommended
- Required: The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
- Recommended: Pentium-class PC running Windows XP, Windows Vista, or Windows 7

More information: http://www.gotoassist.com/