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Sonic.net Helpware FAQ

Questions List

1. What is Sonic.net Helpware?
2. How do I download Sonic.net Helpware?
3. What are the current computer requirements to use Sonic.net Helpware?
4. Can I use Sonic.net Helpware every time I speak with Technical Support?
5. Can the Support Agent see everything that I see?
6. Is it mandatory to use Sonic.net Helpware?

Answers List

1. What is Sonic.net Helpware?

   Helpware is a feature we developed in order to help our customers when following instructions from one of our Support Representatives becomes impractical. The customer downloads, runs a small executable file and selects the appropriate agent. The Support representative is able to temporarily control the customer's computer.

2. How do I download Sonic.net Helpware?

   You can download Sonic.net Helpware by agreeing to the EULA that is located at the following link: http:www.sonic.net/helpware/eula.shtml

3. What are the current computer requirements to use Sonic.net Helpware?

   You must have a PC running Windows 2000, Windows XP or Windows Vista in order to use the Helpware application. We are researching a solution for our customers using Macintosh operating systems, and we hope to have one available in the near future.

4. Can I use Sonic.net Helpware every time I speak with Technical Support?

   We are always happy to do whatever is needed to ensure you are able to use your Sonic.net services, and strongly believe that we can be the most effective in our Technical Support by educating our users. In most situations people learn by doing; by completing problem solving processes, you will be more able to address recurring situations.

5. Can the Support Agent see everything that I see?

   Yes, everything on your screen will be visible to the technician. Before using Helpware, please take a moment to decide if there is any sensitive personal or commercial information on your computer that you would prefer our agent not to see.

6. Is Sonic.net Helpware Mandatory?

   No.

   You are under no obligation to use the application. There is always more than one way to solve a problem, and we are happy to take a different approach in order to better serve you.