Remote SupportSupport

Instructions and answers

What are the requirements?

How do I get remote support through the Internet?

  1. Schedule an appropriate log in time with an Xpert Media Group remote support technician via our support helpdesk.
  2. A remote support technician will walk you through the process of connecting via a remote support session. They will also remain on the phone with you to answer any questions as the service is performed.
  3. At the end of your service, a remote pc support technician will review the procedure they performed and will disconnect from your computer. Once the call is complete, you will receive an email that contains a thorough, detailed log of the service performed.

Are remote support sessions through an internet connection secure?

Yes, the session is completely secure. When you log on, the session is protected by an encrypted 128-bit RC4 connection. Each session is a one-on-one interaction between you and Xpert Media Group.

Our remote support application does not require installation and does not make use of the computer's registry. Simply downloading the small executable file and double clicking to makes a connection. The connection is then initiated by Xpert Media Group's remote support listener, which allows easy access through a firewall.

When you are finished with the remote support session, simply delete the support.exe file or keep it for further remote support sessions.

Can a remote support technician view my computer at anytime?

A remote support technician can only view your computer when you connect to our remote support listener. Once the remote support session is completed, the connection is terminated and is no longer active.

If you require a permanent on-demand connection, special remote software can be installed and configured on your network computers, servers, and firewall.

What are the terms of remote support?

For terms and conditions of remote support, click here