This is a function that is a very powerfull function. All it takes is that your PC must have access to the internet, followed by the installation of software that makes it possible for our engineers to look at the screen of your PC. To avoid that we can access your PC with your permission, the access is only allowed after an action from you.
So, if you run into a problem and there is no sollution in the helpfiles or the FAQ-list on the internet, then just call us on our support-number (delivered to customers with a support contract) and we will help you in makingt a connection to your PC and we can look at the situation and help you solve the problem.
Once we have seen the problem, we can explain you what the problem is, so you can continue. It is of course also possible that the problem is a bug in our software. In that case we can try to see if we can work around and report the bug to the software engineers. They can then plan to fix the problem as soon as possible.
In order to fix problems at good as possible, we need to understeand what has happened on your computer. For that reason, we have a loggin-service running on the timeepeeking PC of every client. Once we have a connection with the remote support software, we can look at the notes of that logfile so we can better see what happened. If for any reason the problem is too complex to understeand, we can then set the logging-level to a higher level, what means that more information is written into the logfile, so we can have a closer look at what the program is doing and what is causing the problem.