About Remote Support with PERRLA
Most of the time, PERRLA Customer Support can diagnose a problem quickly and send you a helpful response via email. However, there are times when the only way to diagnose an issue is for one of our support staff to be able to see your computer remotely.
If a remote support session is necessary, we can provide you with our remote support software. This software gives us the ability to temporarily access your computer via the internet. If you install the software weíll be able to see an image of your computer screen and we can use our mouse and keyboard to access your computer just as though we were sitting there with you.
Are There Security Concerns?
We only have access to your computer during our scheduled remote support session and you must be present at your computer in order for us to gain access. As soon as we end the remote support session, the software is automatically unloaded from memory and removed from your computer. This prevents us or anyone else from being able to gain access to your computer without your knowledge or permission.
How Do I Sign Up?
If our Customer Support team thinks that your issue requires a closer look, they'll contact you in order to set up a date/time for the online support session.
When Are Remote Support Sessions Performed?
Because you must be present at your computer during the remote support session, we will work around your schedule. If we can do it during the day, great! But we'll work with you after-hours or on the weekend if needed. It is very helpful if you can provide several possible times so that our support staff can have some flexibility in scheduling your session. While we appreciate your flexibility by saying, "Anytime is fine" it doesn't help us to work out an appointment. Give us two or three times that work for you and we'll pick the one that also works for us. Also, please provide a phone number where you can be reached during the remote support session - just in case we need to talk.
How Long Does a Session Last?
A typical remote support session lasts only 10 to 15 minutes.
How Do I Start the Session?
At the agreed upon session time, you will be sent an email from the Customer Support staff. The email will contain an embedded link for you to click on. When you click on the link, you will be taken to a specific web page. This web page contains instructions and a button for you to click on. Clicking the button will download and temporarily install the remote support software on your computer. After the software is successfully installed, the PERRLA support staff will be able to access your computer. At that point, you can let go of your mouse and let us drive!
Will My Problem Be Fixed During the Session?
Usually, yes. However, there are times when the support staff must gather information and then research the issue offline. In that situation, you will receive a follow-up email with an explanation and solution.
How Do I End the Session?
The PERRLA support staff will end the session after he finishes his investigation. You can, however, end the session yourself at any time. The web browser that you used when you "joined" the session will show a button labeled "End Session" that you can click to immediately sever the connection with the support staff.