How does Livecare Support work? Find all the answers to your questions.
Livecare Support is a remote support service that enables support professionals to resolve their customers' and/or colleagues' technical problems using shared screen, keyboard and mouse control, and other functionality. You can launch a remote support session with just one click, connecting from the Liveoperator installed on your computer with your customers' Livelet, using a session code.
Liveoperator is a work tool used by the operator to manage remote support sessions.
Within Liveoperator, the operator receives user support requests, manages them and, if necessary, transfers them to a colleague who is free or better able to help.
The user must have Livelet to send a support request.
Livelet is a work tool that allows users to connect to an operator and request remote support.
Internet Agent is Livecare Support's term for Hosts. As such, it is a programme used by the operator to access a server or remote PC without receiving a support request from a user.
A session code is a randomly-generated unique code. Operators provide this code to users who request support via Livelet, enabling them to provide remote support.
A company code is the ID number that identifies the company using the service within Livecare Support.
No, your customers don't need to purchase Livecare Support. To receive support, they simply need to download Livelet for free and enter the session code you give them in the first screen.
Each operator can have up to 10 active remote sessions at any one time.
Each operator can have up to 4 active remote sessions at any one time.
Demo functionality is not available if a remote support session is under way.
No, an unlimited number of operators can use the software.
The number of licences only relates to simultaneous access.
Yes, a service can be installed on unattended PCs, allowing you to monitor them 24/7. Support sessions are launched automatically, without requiring confirmation from the other side.
Support to android devices is limited to devices with Android version 7.0 (Lollipop) and above (5.0 for Samsung devices). It's limited to sending screenshots if the system version is 4.4 (Kitkat) or lower, unless the it's rooted device.
Support to iOS devices is limited to sending screenshots.
Yes, a native version of Livecare Support is available on Mac operating systems.
Yes, thanks to the use of Wine, Livecare Support can also be used on Linux platforms, but with certain restrictions.
The following ports must be configured in order to use Livecare Support:
Yes, Livecare Support supports Wake-On-Lan (WOL).
BIOS and the remote PC network card must be configured to use this function. Furthermore, there must be at least one other PC with an Internet Agent installed on the same network, and that allows the PC to be started up remotely. Not all motherboards support this function.
The requirements to use this functionality are as follows:
To request to reset one or more stations registered as part of a Node-Locked licence, just e-mail [email protected].
Unlocking is only available if the PC is being replaced.
Yes, you can generate a customised Livelet yourself, including your logo and icon before sending it to your customers. To customise, go to Liveoperator and select Configuration -> Customise LiveLet.
Sign up for the free trial to try the Plus version of Livecare Support for 7 days. You will be notified when the free trial ends, and given the option to purchase a payment plan or allow the trial to expire.
Yes, changes can be made to the chosen plan via the dedicated area of the website, or by contacting one of our operators.
No, the contract will be terminated upon expiry, but you will be contacted by a member of our sales team in advance to discuss options for your renewal contract in terms of licences and duration.
Yes, Icona manufactures Livecare Support and, as such, can work with you upon request to consider customisation options within the functional parameters of the service