Pathway SmartDesk

Pathway SmartDesk is a system that allows our Technical Support Representatives (TSRs) to remotely access your computer with your permission, and to share your mouse and keyboard for troubleshooting and/or diagnostic purposes. This means that during the remote session, you will still be able to use your mouse and keyboard. However, Pathway TSRs will now be in a position to directly perform complex remedial tasks and to fix difficult problems without the need for you to replicate telephonic instructions.

Pathway TSRs will only access your computer with your permission and only in cases where the answer to your problem or question requires him or her to view and operate your computer - for example to configure a web browser or email client. You will watch the TSR perform the task on your screen, right in front of you.

Faster Problem Resolution:

By remotely sharing your keyboard, mouse and monitor with our TSR, you are saved the trouble of carrying out complex telephonic instructions. Our experienced Support Representatives will now directly and quickly resolve your problems.

Safety:

	We will initiate a connection to your computer only after you have specifically agreed to it each time - and will terminate the session as soon as the problem is resolved.
	Every Pathway employee follows strict guidelines on what they may or may not do.
	Sessions are audited by our Quality Control Managers to ensure that the right protocols are followed at all times.
	You will always be able to see what the TSR is doing.

Privacy:

	The TSR will see only what you see, and whatever you decide to show him/her on your screen.
	You may disable the remote session at any time if you feel it necessary.
	The connection between Pathway and your computer is encrypted and fully protected from any external attacks, interference or misuse.

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