Global Mentoring provides Live Expert Workstation Management and Support services that will make your customers’ computer experience everything they hoped it would be.

• Live Expert^TM ensures success with software, hardware and digital devices for work, home and play.
• Live Expert^TM delivers a stress free, safe and secure experience with your PC.
• With Live Expert^TM , you are never left guessing because experts are there for you all day everyday everywhere.
• We've made managing and using a PC simple.

Live Expert Total Care is our premiere solution for office and distributed workstation service and support, combining 24/7 End User Helpdesk with remote workstation monitoring, maintenance and management.

• Live Expert Helpdesk
  • North American Certified Experts deliver real-time end user assistance and coaching with both application software and PC operations.
  • Web based chat connects customers with our Live Experts in seconds to receive whatever help they need - anytime, anywhere, anything.
• Live Expert Workstation Health Check and Tune Up
  • Performs regular system and software maintenance to ensure workstation is clean, safe and protected - free of clutter and threats
  • Proactively Identifies common security issues, performance inhibitors, and capacity/resource deficiencies and prescribes solutions
  • Ensures optimal workstation performance
• Live Expert Remote Workstation Monitoring and Management
  • Proactively monitors workstation operations "in the background" to identify and prevent potential problems and threats before they can disrupt secure access, usage and performance of your customers workstation.
  • Continuous maintenance to ensure that workstations are always up to date with the latest in software updates, fixes and patches.

Live Expert Helpdesk Features

• Unlimited, 24/7/365 Access
  • Users logon anytime, for as long as needed for help with topics and tasks relating to workstation operations and attached devices; desktop applications; IT; and best business practices..
• Direct Expert Chat
  • Individuals have direct, on-demand access to live experts for personal attention and reinforcement
• Call Me Support
  • For users who are struggling to comprehend via chat, experts can escalate to live phone support.
• Expert’s Screen Share
  • Provides users with an over-the-shoulder view of the expert’s screen for live demonstration and step-by-step instruction.
• Supplemental E-mail support
  • For complex questions that require a longer, more detailed response, experts can engage email to provide in-depth answers and content clarification.
• Multiple Language Support
  • Offers English and Spanish, as well as European and Canadian French language support.
• Corporate Branding.
  • The Live Expert interface can be branded to reflect your organization’s unique culture and positioning.
• Usage and Quality Assurance
  • Standard and customized reports provide important usage data enabling you to track and build value in your workforce programs and customer initiatives.

Live Expert Workstation  Health Check and Tune Up Features

• System components working health inspection.
• Firewall, Antivirus & Spyware Management
• Windows Update Management
• Disk Cleanup and Temporary File Removal
• Hard Drive Optimization
• Memory and Cache Optimization
• Internet Browser Optimization
• Windows Registry Cleanup
• Workstation Health Check and Tune Up Service Report

Live Expert Remote Workstation Monitoring and Management Features

• Continuous Monitoring and Alerts
  • 24/7 monitoring of PC device and network connection availability, health, capacity and performance to protect and maximize end user access and productivity.
  • Delivers real-time exception notification of system alerts and pre-failure indicators that require immediate attention, advisories and live intervention.
  • Performance indicators and threshold standards to establish optimal alert and exception conditions.
• Proactive Remote Management and Intervention
  • Real time exception response and management to sub-standard device and application performance alerts and pre-failure indicators.
  • Intelligent event identification directs ownership to appropriate subject matter specialists
  • Secure visibility into device and application configuration, settings and activity.
  • Proactive Immediate problem intervention and corrective action via remote device control.
  • Continuous management and application of OS and application software patches, hot fixes and updates, upon availability.

 

LIVE EXPERT Managed Workstation Subscription Services 

Standard PC Care

Live Expert Standard Care is an annual subscription coverage plan that provides customers with monthly Workstation Health Check and Tune-Ups and unlimited 24/7/365 Live Expert Helpdesk support for their PC operations and application software.

Live Expert Total PC Care

Live Expert Total Care is our most popular annual subscription service, combining Live Expert Remote Workstation Monitoring and Management, and on-demand PC Tune-Ups, with all elements of our Standard Care.

One-Time PC Care Services

Live Expert One-Time Care provides customers with "pay-per-use" access to certified Live Expert technicians to remotely diagnose and remediate single events or problems that are interfering with the operation and performance of their PC. Upon receiving customer permission, we will remotely access their PC and fix problems without physically being in your home - it's like having your own personal support person on-call in the next room. 

This is a timely, convenient and cost-effective solution alternative for customers compared to locating and engaging on-site service or taking their PC into a service depot.  Our experience shows that 95% of all problems/symptoms brought forward by customers can be resolved remotely without the high-expense, wait-time, and other difficulties of these approaches.

One-Time PC Care service also provides a valued service alternative for customers who are ‘uncomfortable’ or ‘reluctant’ to execute a technical problem diagnosis and solution with our Live Expert guided ‘how to’ assistance, delivered through on-line chat as part of our Basic and Total Care Services. Offering this service option specifically caters to these customers who prefer to pay a little more in order to take a strictly ‘hands-off’ observer role and have the problem diagnosis and solution remotely performed 100% by our Certified Live Experts on their behalf.

Customers will only be charged for the service, if/when the issue reported is successfully remediated or the problem is thoroughly identified and diagnosed as requiring on-site physical assistance to complete.

Typical One-Time PC Care services include, but are not limited to:

• Diagnosis and removal of a persistent, significant virus or spyware infection that customer's installed anti-virus or and/or anti-spyware software will not resolve.
• Removal of persistent, intrusive 'pop-ups' and custom configuration of internet browser.
• One-time PC clean and optimization. Same service provided in PC Health Check and Tune Up included in Basic Care and Total Care subscriptions.
• Correction and enablement of a non-functioning hardware component by location/application of appropriate device drivers
• PC configuration to set-up and participate in a Local Area Network for device and file sharing.
• Wireless network (retail router) configuration.
• Software installation and removal.
• External device installation and configuration, such as printers, external disk storage (requires some hands-on physical assistance from customer with telephone guidance from Live Expert).

A Workstation Health Check and Tune Up is included with every One Time Care service.

Limitations/exclusions from One-Time Care Service:

• Distressed PC does not meet stated minimum configuration requirements.
• PC cannot be turned on/booted; Operating System is damaged/inaccessible and requires reinstallation.
• A stable, high speed internet connection is unavailable.
• Installation of internal hardware components.
• Support services shall not be provided under any of the following circumstances or for the following items or programs:
  • Taking any action that may be a risk or a violation of copyright laws
  • Supporting any pre-release or beta versions of software
  • CD key numbers
  • Programming languages, macros, registration information, BIOS flash
  • Operating system registry issues
  • Providing passwords to members
  • Building relational databases
  • Project management, system analysis and design
  • Commercial Website or software development issues
  • Support that requires network administration intervention, such as proxy settings
• Items that cannot be resolved remotely and require physical technical attention. If we are unable to resolve the issue, the customer will be directed on next steps to take and will not be charged.

Customer Service Support and Communication.

A Live Expert Care Help icon is placed on the desktop of each workstation being serviced so customers can communicate directly with the Live Experts performing the work. The chat icon remains for a period of 72 hours after service delivery so customers can easily review the results of the service with our technicians and receive additional information and recommendations.

Resources

• PC & Network Managed Services