How it Works
Contact Network Design Associates and speak with a Network
Engineer. They will provide you a 7 digit PIN code.
Type in your name and support code and press the Connect Here button.
The screen-sharing plug-in automatically downloads onto your
computer.
Meet your Technical Support Rep in real time. Your Technical
Support Rep helps you directly on your computer, as if he or she
were sitting right next to you.
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.
Frequently Asked Questions
Q: How does this service work?
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.
Q: Can a support representative look through files on my
computer without my knowledge?
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.
Q: Is it true that my support representative can see
everything on my screen?
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.
Q: I have heard that it is dangerous to download from the
Internet. Is the plug-in virus free?
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.
