Table of Contents
Service Direction / Introduction / Scope
Sometimes, explaining a technical issue via text or phone is difficult. To provide faster and more accurate resolutions, iCoreHosting uses TeamViewer. This article explains what the software is, why our support agents may request to use it, and how it ensures a secure, temporary connection to help troubleshoot issues directly on your screen.
Service Transparency
Your privacy is paramount. iCoreHosting uses TeamViewer strictly for attended remote support. This means:
- We cannot access your computer without your permission.
- You can see exactly what the support agent is doing at all times.
- You have the power to terminate the session instantly.
- We do not access personal files or data unrelated to the hosting issue.
Definitions
- TeamViewer: A secure software application that allows our support team to view and control your computer remotely to fix technical issues.
- Your ID: A unique 9 or 10-digit number that identifies your computer.
- One-Time Password: A temporary, dynamic password that changes every time you close the application.
- Remote Session: The period of time where our agent is connected to your PC to perform repairs.
Description of Content: Why and How We Use It
Why Do We Use TeamViewer?
Some issues are located on your specific device or network rather than our servers. We use TeamViewer to:
- Configure email clients (Outlook, Thunderbird) correctly.
- Diagnose local firewall or antivirus blocks preventing website access.
- Troubleshoot FTP connection errors.
- Demonstrate how to use cPanel features in real-time.
How to Initiate a Session
- Download: If you don't have it, download TeamViewer QuickSupport from the official website: https://www.teamviewer.com/en/download/
- Open: Run the application. You do not need to install the full version; "Run Only" is sufficient.
- Provide Details: You will see "Your ID" and "Password". Provide these to the iCoreHosting support agent via Ticket, Chat, or Phone.
- Monitor: Watch the agent perform the fix.
Common Mistakes
- Closing the App Too Early: If you close TeamViewer before the agent connects, the password will change, and we cannot access your computer. Keep it open until the session starts.
- Leaving Sensitive Windows Open: Before the session starts, please minimize or close private windows (Online Banking, HR documents, personal chats).
- Providing Access to Unsolicited Callers: Only provide your TeamViewer ID if you contacted iCoreHosting support first. We will never cold-call you to ask for remote access.
Responsibility Breakdown
iCoreHosting Responsibilities:
- Use the connection solely for troubleshooting the reported issue.
- Disconnect immediately once the task is complete.
- Maintain professionalism and data confidentiality during the session.
Client Responsibilities:
- Download and run the software.
- Grant permission by providing the ID and Password.
- Remain at the computer to oversee the process and enter any necessary local admin passwords.
Support Information
If you are unsure how to download TeamViewer, contact us:
- Support Portal: https://www.icore.com.my/support
- Email: [email protected]
- Phone: +607-288 1230
FAQ
Q: Can you connect to my computer again later without me knowing?
A: No. TeamViewer generates a new random password every time you restart the application. Without the new password, we cannot reconnect.
Q: Is TeamViewer safe?
A: Yes. TeamViewer utilizes end-to-end 256-bit AES encryption, making the connection highly secure.
Q: Do I have to pay for TeamViewer?
A: No. For receiving support from iCoreHosting, you can use the free/personal use version or the QuickSupport module at no cost.
Summary
TeamViewer is a secure tool that allows iCoreHosting support agents to "see what you see." It is used primarily for complex configuration issues involving your local email or network settings. You retain full control and can disconnect the session at any time.
Use Case
| Scenario | Method | Outcome |
|---|---|---|
| Client cannot send emails via Outlook but Webmail works fine. | TeamViewer Session | Agent remotely checks Outlook port settings, finds a typo in the SMTP server, and fixes it instantly. |
| Client wants to change their billing address. | Standard Ticket | Remote access is not needed. Client handles this via the Client Area for privacy. |
