Australian hosting and support services ! ! .

QUESTIONS AND ANSWERS

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Connection

Costs

Security

Miscellaneous

Connection

 

QuestionHow does Aussie Interconnect Remote Assistance work?

AnswerRemote Assistance delivers a 9-digit invitation code and password which allows you to use Aussie Interconnect Remote Assistance from the first time you connect. The invitation code is what the person who needs help uses to invite Aussie Interconnect Remote Assistance onto his or her computer. The connection is not established until the user enters the code into the website and runs the Aussie Interconnect Remote Assistance download. This ensures that you're permitting Aussie Interconnect Remote Assistance onto your machine. This also lets us securely maintain and time the connection, and, in the event that the connection is lost, re-establish it by allowing access to the Aussie Interconnect Remote Assistance download again.

QuestionWhat happens when the Aussie Interconnect Remote Assistance expires?

AnswerThe invitation code will no longer provide access to the Aussie Interconnect Remote Assistance download, and any connection that has already been made with that invitation code will automatically disconnect.

QuestionWhat are the minimum requirements for Aussie Interconnect Remote Assistancesm?

AnswerPC users will need Windows 98 or later and either Internet Explorer 6 or later or Mozilla Firefox with cookies enabled to use the Aussie Interconnect Remote Assistance website. Mac users will need Mac OS X 10.2 or later and Safari, Camino, or Mozilla Firefox with cookies enabled to use the Aussie Interconnect Remote Assistance website. A broadband connection is required.

QuestionWhat if the person being helped is behind a firewall?

AnswerAussie Interconnect Remote Assistance works with any office or home firewall by automatically routing your connection through our servers. This means access can be effected even through a firewall.

QuestionDo I need to configure anything?

AnswerNo! Aussie Interconnect Remote Assistance runs completely as is, with no settings to adjust. Your file downloads in 30 seconds or less and comes completely preconfigured to connect Aussie Interconnect Remote Assistance to the person requesting the help.

QuestionHow does Aussie Interconnect Remote Assistance connect to me?

AnswerThe preferred process is for Aussie Interconnect Remote Assistance to receive your password code over the phone.Thi ensures only you and your operator will be able to access your pc.

QuestionWhat if I can't connect?

AnswerAussie Interconnect Remote Assistance will keep trying. Your credit card or PayPal account will NOT be charged until a successful connection is established.

 

QuestionWhat if I get disconnected?

AnswerAussie Interconnect Remote Assistance will automatically attempt to reconnect.

 

QuestionWhat if I accidentally close the program and need to reconnect?

AnswerYou can just run the program again to reconnect unless you chose the option for the program to delete itself when you quit. If so, your invitation code will be saved in your browser so you can easily download the Aussie Interconnect Remote Assistance program again and reconnect. Simply return to www.aussieinterconnect.com.au/supportremote.php and follow the instructions for using the remaining time in your Access Pass. 

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Costs

 

QuestionHow much does a Aussie Interconnect Remote Assistance cost?

AnswerEach individual assistance costs $49.95 AUD and is inclusive of all assistance for 30 minutes. Billing is then accrued and costed at 15 minute intervals of $20.00 per 15 minutes.

QuestionWhat type of payment is accepted?

AnswerAussie Interconnect Remote Assistance accepts major credit cards (Visa, MasterCard), as well as PayPal. We also debit current account holders to their Aussie Interconnect account if a credit facility has been approved.

QuestionWhen does the Billing process start counting?

AnswerThe Billing process begins only once the connection is successfully established.

 

QuestionDoes the Billing process stop if I get disconnected?

AnswerThe Billing process is not stopped when Aussie Interconnect Remote Assistance is disconnected. Aussie Interconnect Remote Assistance cannot be responsible for the inherent unpredictability of network connections across the Internet. However, if a connection is lost and cannot be reestablished due to the Aussie Interconnect Remote Assistance servers being down, then you can contact Customer Service and request a replacement Access Pass. 

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Security

 

QuestionIs it a security risk to have the connection running through your server?

AnswerNo. All the information sent is encrypted on both ends of the connection. Even if someone on our servers were "listening" to the information sent, the data would not be decipherable.

QuestionIs it possible for a malicious user to use the service to take control of someone's computer?

AnswerNo! Aussie Interconnect Remote Assistance uses 128-bit SSL encryption and random invitation code to prevent any malicious users from controlling a computer without their permission. The connection is established only after the person needing help enters the invitation code that the helper provides, runs the Aussie Interconnect Remote Assistance download, and agrees to allow the helper access to his or her computer.

QuestionWhy are cookies required?

AnswerCookies are required so that you can use Aussie Interconnect Remote Assistance multiple times while your Assistance Pass is still valid. This is especially necessary if you delete the program and need to reconnect.

QuestionWhat happens to the program after I quit?

AnswerOnce the person being assisted quits the program, he or she is given the option for Aussie Interconnect Remote Assistance to automatically delete itself. If the person being assisted chooses this option and needs to reconnect, he or she can download it again from the Aussie Interconnect Remote Assistance website. The website uses cookies to remember both parties. 

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Miscellaneous

 

QuestionWhat if I am required to reboot my computer while using this service?

AnswerYou can reboot your computer at any time (Start?Shutdown). This, of course, will disconnect you from the host service. To reconnect, return to www.aussieinterconnect.com.au/supportremote.php and follow the reconnect instructions, and consultant assisting you will do the same. Future releases will make this process easier.

QuestionHow can I communicate with the person helping me with Remote Assistance?

AnswerWe recommend talking over the phone or chatting over an instant messenger service while receiving assistance remotely. Additionally, you may open up Windows Notepad (Start ? Programs ? Accessories ? Notepad) on the remote computer and use that to "chat" with the person you are helping.

QuestionHey, where did my wallpaper go?

AnswerAussie Interconnect Remote Assistance removes the desktop wallpaper of the person being helped only while the helper is connected. This dramatically speeds up the connection and improves the Aussie Interconnect Remote Assistance experience. Once disconnected, your wallpaper will return. 

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