assistance when needed for more complicated issues.
To ask for assistance, users will need to enter their name within the Settings tab from the Support module. Unless a name is entered, the application will warn the user to enter a name before asking for help.
Sending emails or initiating chat sessions
• To initiate a chat or send an email, press the New Question button from any tab in the Support module.
• In the Subject field, users will either need to enter a subject regarding their question or a short description of the problem they have encountered while trying to use BullGuard. This will help our Support Team to provide faster and more accurate assistance.
• After filling in the subject, user need to choose how they would like to contact the Support Team – either by email (Write an email button) or by starting a chat session (Start a chat button).
After clicking the Write an email button, a new window will open where the user can write and edit the support request:
SUppOrT MODUlE
• Send button – will send the email.
• Edit – will provide functions such as Undo, Cut, Paste, Copy, Select all.
• Attach – in some cases, the Support Team will ask you to provide them with screen shots of error messages, files from your computer or diagnosis reports.
You can send us those files by clicking on the Attach button and browsing to the location of the file you need to attach.
• Delete – will delete the email.
• Print – will send it to a printer to have it on paper. It will be needed to print some instructions in case you need to uninstall BullGuard or if you are asked to perform other tasks where you will not be able to access the BullGuard interface.
• Prev/Next buttons – it will browse through emails.
• Start a chat – it will initiate a chat session if the user decides to contact the Sup- port team directly.
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Chatting and Remote Assistance
As soon as the user will choose to initiate a chat session, a chat window will open where the entire between the user and Support Officer will take place:
• The lines of the Supporter and several system messages will appear in the upper part of the chat window.
• The user can write in the lower part in the Send message: section. Sending the lines is done either by clicking on the Send button or by pressing the Enter key.
• Send file – if the user’s issue requires it, the support will ask for some report files from the user’s computer.
• End Chat – to finish a chat session, simply press this button. The chat tran scripts are saved and the user can find them in the Message Center tab in order to review instructions or previous discussions.
• Remote Access – sends an invitation to a Remote Assistance session to the Supporter.
• Take Control – while in a Remote Assistance session, the user can grant the Supporter access to his computer to make specific operations. By clicking the Take Control button, the user will stop the Supporter’s access to the computer.
Remote Assistance
The BullGuard Supporters will be able to directly work on your computer through Remote Assistance as long as the user will ask and grant them the access. The RA is a powerful tool that can speed up solving users’ problems while avoiding long email exchanges. The Remote Assistance is definitely a plus for the BullGuard user friendly environment.
Working with Remote Assistance
• View mode – the Supporter will only be able to see exactly what the user sees on his computer screen. View Mode is initiated automatically when the user starts a Remote Assistance session by clicking on the Remote Access button.
A notification window regarding the start of a Remote session will ask the user whether to accept or deny the session.
• Access mode – the Supporter will be able to interact with the user’s computer directly and operate the necessary changes on the PC to remedy the problem.
While in Access mode, the Support will have control over the user computer, but the user can always stop this access by clicking on the Take Control button or by pressing the ESC key. Before the Supporter can work on the computer through Remote Assistance, the user will need to accept an agreement by which he allows the user to work on the computer.
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For the rare occurrences when the user might not be able to contact the Support Team directly from the application, they will be able to use the Support page from our website. Any page on our website has a Live chat button for easier access to the Support line.
Click on the Live chat or Live Support buttons in order to start a chat session or on the Ask Us a Question in order to send an email to the Support Team.
www.bullguard.com/support
BullGuard specialises in best-of-breed security solutions for home users and small businesses, emphasising technical excellence, ease-of-use and customer care. BullGuard is a Microsoft Gold Certified Partner with competencies in Security Solutions and ISV Software Solutions.