GoToAssist ^TM: How It Works

We offer online assistance (over the internet) to our users on an hourly rate. Existing Priority Plan Members can access this service free of charge.

• Unsupported Users / Web Contract Members [ click here ] (links back to paid support action form)
• Priority Plan Members [ click here ]

Step 1: Select the applicable link above and tick the Go to Assist™ option. The Web-support request is then queued for the next available representative. We will email you a link to click on to start the session. With the end user’s permission, the GoToAssist™ thin-client is downloaded to your computer. Our Consultant will then begin a remote-support session with you.

Step 2: Our Support Consultant can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools, including:

• ChatLink™
• Remote Diagnostics
• File Transfer
• Reboot/Reconnect
• Remote Viewing/Control
• Whiteboard
• MultiChat
• Session Transfer

Step 3: At the end of the session, you can immediately provides input on the support experience, enabling us to address session metrics and maintain a high standard of customer satisfaction and loyalty.