What is the Remote Assistance Tool
The WavesCo IT Solutions Remote Assistance Tool, is designed to allow a member of our support team to view your desktop and share control of your mouse and keyboard to get you on your way to a solution. The tool can speed up problem determination, collection of data, and ultimately, your problem solution.
How to get support
Before beginning, you should open a problem via the normal methods and the support engineer will decide whether this tool is the right approach for your particular problem. If it is determined that this tool is the right approach in obtaining problem resolution, a member of our support team will talk you through the steps.
Download the Tool
Frequently Asked Questions
How does this service work?
Once you connect to the service, you are prompted to download a small, self-installing plug-in, which allows your support representative to view your desktop and share control of your mouse and keyboard. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times.
Can my support representative look through files without my knowledge?
Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your support representative views your screen, he or she will first ask your permission and request that you close all documents containing private information.
How is security maintained?
At the beginning of a screen-sharing session, you and your support representative are connected via a communication server. The screen data that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be viewed only with the Remote Assistance Tool. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.
