Understanding Remote Support

The beauty of remote support is just that - it's remote. That means our technicians don't ever have to step foot in your home, in your town, or even in your state. Well, we don't even need to be in your country, or even... ok, we'll stop there.

What we can and can't do.

We can perform almost any task that a normal technician would be able to, but from the comfort of your own home (and our own desks). We can also restart the computer and reconnect without re-asking your permission. That means we can walk away and do something else and not charge you extra for the virus scan that is taking 3 hours.

In case you're interested, the only things we can't do are to turn off the internet, start up in safe mode without networking, or boot from a LiveCD, (Aren't you glad you asked?) This means one thing to you, we won't be wiping your machine remotely. We can't.

What You'll See

Getting connected - Zolved Remote Control.

At Jmondo, we use two different remote support programs, LogMeIn and Zolved Free Remote Support. Zolved is very simple to set up, while LogMeIn gives us much more flexibility and security.

The process begins by you, the user, installing zolved. It takes about 2 minutes, and the process is detailed here.

A little diagram for you. Note, we are "your friend" and you are... well, "you."

Once we're connected - LogMeIn.

Once we're connected to your computer the first thing to do is to switch Zolved for LogMeIn. Why? LogMeIn provides us with continued access to your computer through restarts, scans, and service appointments. For the Protection Plus subscribers, this means you won't need to authenticate us when we do our monthly updates.

Don't worry about us. When your computer is off, we can't connect. And, when we are connected, your screen will flash, your desktop background will turn blue, your mouse will move, and your computer will present you with a notification of the connection.

While we're connected through LogMeIn, our connection is highly encrypted so that no one can see us.

If you were worried about security, you can put those worries to rest. Along with all the rest of your computer worries, of course.

Disconnecting.

This part is up to you. We can either leave LogMeIn on your computer so that the next support incident doesn't require us to go through the zolved process, or we can remove it. Most of our users allow us to leave LogMeIn running for their convenience of quicker support response time, but we also understand if you prefer to have to give us another PIN to start the next connection.

Protection Plus clients are strongly recommended to leave LogMeIn installed on their system, since it is a necessary component of the monthly checkup.

Etcetera

You need to have a functioning high-speed internet connection to get remote support, otherwise the connection will be painfully slow and it will be impossible to control your computer effectively.

There are some important terms of service that you should check out as well.