Q: How does this service work?
A: Once you connect to the service, you'll be promoted to download a small application which will allow one of our agents to help you with your problem or question using chat or one of the tools which will allow the agent to share your mouse and keyboard for quick easy service. At any time during a session with an agent, 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 agent solve a problem for you while you watch, or you can have the agent tell you what to do step-by-step. You will be in charge at all times.

Q: Can an agent look through files on my computer without my knowledge?
A: Absolutely not. Our screen-sharing feature is optional – your expert sees only what
you see and whatever you decide to show him or her on your screen. If an agent thinks it might be helpful to share your screen or open a file on your computer, he or she will suggest this and then ask for your permission before doing so. The only way for an agent to work with your computer is through your explicit request for service.

Q: How can I save the chat dialogue from my session to review later?
A: You may save the chat dialogue between you and your agent. This feature is available in the chat box where you and your expert communicate. To save a copy of your chat dialogue, go to the File menu in the chat box and select Save Chat Log. By saving your chat dialogue 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 "ecchat.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 dialogue.

Q: Is it true that my agent can see everything on my screen?
A: Yes. But before your expert 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 posting rental income. Rather than calling a help number and trying to explain the problem, a live agent 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 expert sitting next to you.

Q: I have heard that it is dangerous to download from the Internet. Is your
plug-in virus free?
A: Yes, our plug-in is safe! We're as concerned as you are about this issue, so we
perform regular virus checks and updates. This helps us maintain our tec hnology 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 our plug-in.