What is our Rescue Calling Card?

Our Calling Card feature allows you to connect directly to a technician without having to visit our web site first. Think of it as a Support Hotline direct to an experienced technician.

How do I use the Calling Card?

Our Calling Card is installed on your computer allowing you to get instant support direct from your desktop, whenever you need it.

This does not allow our technicians to connect to you. Our customers always have to request support by opening the Calling Card and granting temporary control.

1. Whenever you need support, Simply click on this icon to open our connection screen (below).

2. To connect to a technician, enter your details in the fields, then click on "connect" .

3. Next, A chat box will open:

4. The status of the above session is Waiting for technician, this means that your support session will soon be picked up by our next available technician. Please be patient during this stage as it may take a few minutes for a technician to pick up your request. At this stage, you are unable to communicate with the technician.

5. As soon as the chat session is picked up by our technicians, the form will change and you will be notified that you are connected:

6. Now you are connected to a technician, you can type text into the empty field highlighted above and "talk" live to the technician.

7. Type your message and click the Send arrow to send the message to our technician. The technician will respond in a simular way to assist you.

8. Previous messages will appear in field A, as you can see below, and you can type new messages in field B, as below:

9. The above is an example of a conversation between a customer (in blue) and a technician (in red).

10. The chat conversation can continue for as long as necessary to solve your issues. Remember to click the send button everytime you want to send a message to the technician.

11. Once you are connected, the technician may want to use some diagnostic tools to check your machine. They will need your permission to use these extended tools, such as Remote Control, where the technician can take temporary control of your PC without having to visit your home. If you do not grant permission, our technicians may not be able to assist you further.

12. If you want to end the support session at any time, click on the red Disconnect button. This will disconnect our technician until you reconnect.