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Support

Cimetry Ltd
15 Church Street
Oldbury
West Midlands
B69 3AA

Tel:
0121 552 8273
Fax:
0121 544 1600

Real Time Web Support

If you have been invited to use our web streaming support service by a member of our helpdesk team, then enter your name and company in the form below, select an agent from the list, and then click on the button. 

This service is for the use of our customers only, and is offered at the discretion of the helpdesk team. 

		Welcome to Cimetry Online Support Services! Name: Company: Click button below to start a demo.

Please note that we can only view your screen and take control of your computer once you 'click' and allow us to do so. We may ask you to drop the number of colours on screen to 256, or to lower the resolution of your desktop if the internet connection is slow. The session length will be at the discretion of the helpdesk operator.

Live help from Technical Support Team - How it works...

Here's how to get live computer help right on your desktop:

1.    Click the button above.

2.       Get the quick download for internet explorer. The screen-sharing plug-in automatically downloads onto your computer.

3.     Our Technical Support member then helps you directly on your computer, as if he or she were sitting right next to you.

4.       How? The screen-sharing plug-in lets both you and your Technical Support Rep communicate via a Chat window, see your computer screen, share your mouse and keyboard and draw on your screen using the special Whiteboard feature.

A: Once you connect to the service, you'll be prompted to download a small application which will allow one of our support representatives to help you with your problem or question using Chat or one of the tools which will allow the support representative 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 the application. In other words, you can have our support representative solve a problem for you while you watch, or you can have the support representative tell you what to do step-by-step. You will be in charge at all times.

A: Absolutely not. Our screen-sharing feature is optional – your representative sees only what you see and whatever you decide to show him/her on your screen. If a support representative thinks it might be helpful to share your screen or open a file on your computer, he/she will suggest this and then ask for your permission before doing so. The only way for a support representative to work with your computer is through your explicit request for service.

A: You may save the Chat dialog between you and your support representative. This feature is available in the Chat box where you and your support representative 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 pop up 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 your Chat dialog.

A: Yes. But before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information. Let's say you're having trouble finding an updated video driver on the Web. Rather than calling a phone number and trying to explain the problem, a live support representative can tell you what to do (by typing instructions for you in the Chat window), or he or she can do it for you (by using your mouse and keyboard remotely) while you watch and learn. It's like having your own personal support representative sitting right next to you.

A: Yes, the plug-in is safe! 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 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 using this plug-in.

Q:	How does DesktopStreaming address security issues?
A:	At the beginning of a screen-sharing session, the support rep and the customer are connected via our communication server. To ensure that only the designated parties are connected, we use large, randomly generated session keys that both parties must present. The screen data that is passed between customer and support provider during a session is highly compressed using proprietary technology that can be viewed only with DesktopStreaming software. This data is also encrypted using AES 128-bit encryption. Each session is recorded for post-incident security. Our privacy principles are TRUSTe compliant.
Q:	Is the DesktopStreaming product compatible with firewalls?
A:	DesktopStreaming is compatible with most existing firewalls. If problems do arise, port and configuration adjustments can be made.

To make use of the service...

·         56Kbps or greater internet connection, ISDN or broadband recommended

·          Recommend ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy

·          Required Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or XP

For a customer to view a support representative’s desktop, the customer should meet these requirements:

·          Requires Windows 95 (WinSock 2 Recommended), 98, 2000, Me, NT 4.0 or XP

·          Recommend minimum of Pentium 300 with 64 MB of RAM

·        Recommend stable Internet connection with 56K or better

·          Recommend ability to make direct outgoing TCP connections, or availability of a SOCKS server