Remote assistance 

Securely share your desktop with a support technician.

Nothing beats sharing your desktop for obtaining help, training or for problem diagnosis. A support representative needs to be available in order to handle your request. If “No representative is available” is showing in the connection request form (below), please contact us to book a session or use the extensive Probate Plus knowledgebase as many common answers are listed there.

We use GoToAssist from LogMeIn Inc. to provide remote assistance direct to your PC’s desktop. All sessions (screen/keyboard activity and any text chats) are recorded. The recording is encrypted and held for 90 days for training and security purposes. Connections are end-to-end encrypted and your authorisation is needed before any screen-sharing can start.

SECURITY: Please be sure to read any security notices carefully and select to “grant” or “allow” the download and running of the GoToAssist program where required. Assistance sessions can only be initiated by you and you can take control and terminate at any time. Once a support session is terminated it cannot be restarted without submitting a new remote assistance request.

IMPORTANT: By filling out the assistance request form and pressing the “Continue” button you agree the following:

1. You are requesting a remote access connection between your support representative and your PC.  The support representative is able to use your PC as if they were sat alongside you.
2. If your data protection policies require written authority, such as from your management team or your IT support staff, then please ensure you have obtained authority and sent it through to us prior to starting the assistance session.
3. Our support can only extend to help with Probate Plus and closely related applications.
4. Our privacy information page is here.
5. GDPR: If you require us to work on any of your files outside of the remote assistance session in order to carry out repair or analysis then we will need written authority in order to act as a temporary data sub-processor. You remain the data controller and data processor.
 
CONNECTION REQUEST FORM: