QUESTIONS AND ANSWERS
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Connection
Day Passes
Security
Miscellaneous
Connection
What are the minimum system requirements for Aussie Interconnect Remote Assistancesm?
PC 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.
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What if the person being helped is behind a firewall?
Aussie Interconnect Remote Assistance works with any office or home firewall by automatically
routing your connection through our servers.
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Do I need to configure anything?
No! 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.
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How does Aussie Interconnect Remote Assistance get the invitation code to the person needing
help?
The preferred process is for Aussie Interconnect Remote Assistance to pass on the 12-digit invitation code over the phone.
An invitation link can also be automatically e-mailed to the person requesting the assistance.
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What if I can't connect?
Aussie Interconnect Remote Assistance will keep trying. Your credit card or PayPal account will NOT
be charged until a successful connection is established.
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What if I get disconnected?
Aussie Interconnect Remote Assistance will automatically attempt to reconnect.
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What if I accidentally close the program and need to
reconnect?
You 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.ausinterconnect.com.au/supportremote.php
and follow the instructions for using the remaining time in your Access Pass
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Day Passes
How does Aussie Interconnect Remote Assistance work?
Remote Assistance delivers a 12-digit invitation code that lets you 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.
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How much does a Aussie Interconnect Remote Assistance cost?
Each 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.
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What type of payment is accepted?
Aussie 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.
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When does the Billing process start counting?
The Billing process begins only once the connection is successfully established.
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Does the Billing process stop if I get disconnected?
The 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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What happens when the Aussie Interconnect Remote Assistance expires?
The 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.
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Security
Is it a security risk to have the connection running through your
server?
No. 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.
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Is it possible for a malicious user to use Aussie Interconnect Remote Assistance to
take control of someone's computer?
No! Aussie Interconnect Remote Assistance uses 128-bit SSL encryption and twelve-digit invitation codes
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.
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Why are cookies required?
Cookies 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.
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What happens to the program after I quit?
Once 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
What if I am required to reboot my computer while using this service?
You can reboot your computer at any time (Start→Shutdown).
This, of course, will disconnect you from the host service. To
reconnect, return to www.ausinterconnect.com.au/supportremote.php and follow the reconnect instructions, and
consultant assisting you will do the same. Future releases will make this
process easier.
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How can I communicate with the person helping me while
connected through Aussie Interconnect Remote Assistance?
We 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. On Mac OS X, you may use
TextEdit (/Applications/TextEdit).
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Hey, where did my wallpaper go??
Aussie 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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