Q:  Will this software work with my firewall?

A:  Yes, because this software is webpage based, this will work with any firewall that allows a webpage to be viewed.

Q:  Is this secure?

A:  Yes, the Direct Connect method uses a PIN that can only be generated by our team, and is only valid for 20 minutes.  Plus, you must voluntarily enter it, meaning that this method cannot be forced on you by a 3rd party, or even initiated by us on subsequent occasions.  Only you can initiate a connection.  The Remote Service Tool is an application installed on your PC that connects to our technician using our server as a web-based launching point as opposed to a peer-to-peer connection which could be infiltrated by a 3rd party.  Also, as with the Direct Connect method, only you can initiate a connection.  This makes both methods safe and secure.

Q: What about my private files?

A: You will be viewing everything we do to fix your problem.  If we enter an area of your PC that you do not want viewed, you may terminate the connection at any time by clicking "Disconnect".  Also, in order for us to take control of your desktop, or view any files or system information, a request will be generated by the RST application, which you will have the opportunity to approve or deny.  We also have a strict privacy policy with our team regarding your files.  No company data will be shared with any other business, or even another technician!  Vegas rules apply to a Support Session:  What happens in session, stays in session.

Q: Can the Remote Service Tool be removed?

A: Yes, like any other application, the RST can be removed from the Add/Remove Programs window in Control Panel.

Q: How does the billing work?

A: In the case of an established Carroll Computer Connection customer, we will bill as normal.  For a one time user of Direct Connect, or a new RST customer, we will require a credit card payment over the phone based on an estimate your technician provides you before work starts.  Any estimate that goes over actual support provided will be refunded to the credit card at the end of the session.

Q: What is the price of the service?

A: Service is priced in increments of 15 minutes with a 30 minute minimum.  A 15 minute block is $25.