A: Once you connect to us, you’ll be prompted to download a small application which will allow one of our Technical Support Representatives (TSR) to help solve an issue or answer a question using chat or one of the tools which allows the TSR to share your mouse and keyboard for quick, easy service. At any time during a session you can retake control of your computer just by moving your mouse or pausing the session using a tool in the application. In other words, you can have our TSR solve a problem for you while you watch or you can have the TSR tell you what to do step-by-step. You are in charge at all times.
Q: Can a TSR look through files on my computer?
A: Absolutely not. Our screen-sharing feature is optional – your TSR sees only what you see and whatever you decide to show them on your screen. If a TSR thinks 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 a TSR to work with your computer is after you have given permission.
Q: How can I save the chat dialog from my session to review later?
A: This feature is available in the chat box where you and your TSR communicate. To save a copy of your chat dialog, go to the File menu in the chat box and select Save Chat Log. By saving your chat dialog periodically throughout your session you will always have the most current log on file. Once you have chosen this option a window will open asking where you would like to save the file. The file will be saved as “chatlog.txt” by default but you can easily rename it. Finally, click Save to save the file. After you have saved the session you can open the file and print.
Q: Is it true that my TSR can see everything on my screen?
A: Yes. But before your TSR views your screen, you will be prompted to close any confidential documents.
Q: I have heard that it is dangerous to download from the Internet. Is the plug-in virus free?
A: Yes! We’re as concerned as you are about this issue so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality and service. The warning message you may see on your screen is a default message that is displayed by your browser when you download any executable files. You can feel confident when using this plug-in.
edge@edgedocllc.com
877-334-3362
