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The Get Help |
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The Get Help box, available in our homepage, provides a quick and easy way to search for the most suitable experts while providing them with preliminary details about your case even before contact is made.
All you have to do is type the name of the product or subject that is giving you trouble, enter any relevant details and click GO. |
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Contacting Experts |
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There two simple ways to contact experts:
1. After searching for experts using the search box or get help box, when presented with the search results, just click the Start button next to the expert of your choice. Currently you may contact only experts who are online.
2. In our homepage, you also have the option to quickly contact the most popular experts by just clicking the Connect button.
Clicking Start/Connect notifies the expert of your request, presenting the details you entered in your search, if any.
You will get an answer within 45 seconds of clicking the button. You may cancel your request at any time by clicking Cancel.
- If the expert accepts your request, the session window will open and your session will start.
- If the expert does not answer your request, you will be able to contact another expert.
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Contacting Experts |
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When you receive notification that you are having trouble connecting to the expert, we suggest the following:
Please download the Flash program if you are asked. This is a free download which allows you to see designs and animation used in web content and is useful as a general tool and not specific to SupportSpace.
Close any file sharing software you may have running in the background.
It is preferable not to work with wireless Internet as the connection can sometimes be unstable
If you have firewalls installed make sure that they are configured properly
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Your Service Session Window |
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Once the expert accepts your request, the Session window will open on your desktop. This window should be kept open during the entire session.
It will guide you through the steps as the session progresses. You will be notified and asked for approval, for all the actions that take place during the session. |
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Remote Control |
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Remote Control is a standard technology that allows one to access a remote computer. Basically, this technology displays your screen to the expert and allows keyboard and mouse movements, as if your expert was sitting in front of your computer, fixing the problem while you watch.
The expert cannot enable this option unless you agree to it.
Make sure to end the Remote Control when your session ends.
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Providing Feedback |
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When the session ends you are asked to provide feedback about the expert and the session. You should always provide accurate and truthful feedback.
In the future, both customers and experts will be able to view your feedback about the expert and the session. |
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Leaving a Session |
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You should never just close a session in progress since the expert has to fill in some required details about the session for documentation purposes, before it ends. If you would like to end the session for any reason, just ask your expert to do it properly.
In the future, experts will be able to view other peoples' rating and feedback about you, which may affect their choice next time you request help. |
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Refund Policy / Money Back Guarantee |
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At SupportSpace, our aim is to create a new and completely better kind of tech support experience. Solving our customers' problems is critical to our success and something we take very seriously. If for any reason you are not completely satisfied with your experience at SupportSpace, please send us a refund request within 5 days of your support session.
Your refund will be credited back to the Credit Card you used for payment, within 14 business days, no questions asked.
To ask for a refund, please fill in our Feedback Form and choose "Refund Request" as your feedback type.
Read our Payment Policy for more details.
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Known Issues |
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