Frequently Asked Questions
For more answers or post questions,
visit our support forum.
Also, read the
Live Computer Support End-User License Agreement.
What is the Live Computer Support Service?
Sage Spark Live 800 Technical Support (Help Desk) for businesses. It is your first point of contact with highly skilled IT technicians for problems pertaining to Troubleshooting and Support of Desktop PC and Laptop hardware and Microsoft Operating Systems, Internet and E-mail Connectivity issues. Our Help Desk technicians can resolve up to 90% of user issues quickly.
We have been providing desktop PC and Laptop support for over 10 years. We have experience working with a broad range of businesses. Some of the professional designations of our professionals include MCP, MCSE, MCSA, CCNA, CCA just to name a few.
Back to Top
What PC Operating Systems does Live Computer Support support?
Microsoft Windows 2000, Windows ME, Windows XP and Windows Vista
Back to Top
What is the Live Computer Support Software Agent?
The Live Computer Support Agent is a non intrusive,non evasive light-weight agent (around 1 MB) that initiates information and status communication from a Desktop PC or Laptop back to our management and monitoring Network Operations Centre (NOC). This agent automatically executes weekly scheduled maintenance tasks, including: Microsoft Windows Updates, Patch & Security Deployment, Spyware Scan & Removal, Disk Scans, Logical Drive Defragments, Malware/Spyware/Virus Scans (including updates) and Internet debris removal. These updates enhance performance, improve security and reduces costly downtime.
The agent also performs System and Network Monitoring, Windows Event Monitoring, Log and Alert Reporting, Hardware and Software Inventory (keeping track of what hardware and software is on your machine), Changes to Computer Hardware or Software, Disk Utilization, License Usage and Compliance, Complete and customizable reports, System Performance, System Events, Application Events, Security Events, Proactive Monitoring, Network Usage and Statistics, Workstation Uptime History, Computer Logs and Status, Security Patch and Update Status, Asset management.
Back to Top
Can the Live Computer Support see my personal information in my files and folders?
No. The Live Computer Support Agent only has access to the Desktop PC or Laptop Operating System and Systems files.
Back to Top
How secure is the management and monitoring agent running on my Desktop PC or Laptop?
Very Safe with 128 bit Encryption – the same secure type of connection that the banks use for a connection. Communication between the components is secure from all perspectives.
Back to Top
What is my support coverage for the Live Computer Support’s standard business hours?
9am to 5:00pm local time in your province or state.
Back to Top
What happens when I need a computer service to come on-site (Level 3) Support?
A service will be available to all Sage customers when the role out across North America happens.
Back to Top
How much does the Live Computer Support Service Cost?
Fixed Cost of $60.00 per month per Desktop PC or Laptop includes the Live Technical Support (Help Desk) and the Live Computer Support Software Agent.
Back to Top
Where can my company purchase this service?
Contact Sage today.
Back to Top
Do my phone calls to the Live Computer Support get tracked?
Yes. A ticketing system tracks all tickets that have been opened when a customer phones into the help desk with an issue. You can view all events related to your system and your trouble tickets which are created, logged, tracked, reported and retained using our on-line Live Computer Support Portal.
Back to Top
How does the Live Computer Support Agent get downloaded on the customers Desktop PC or Laptop?
After signing up and paying for the service through SageSpark you will be directed to the Live Computer Support Portal . In the top right hand corner of the Portal click on
>Live Computer Support Download to download the Live Computer Support Agent onto your Desktop PC or Laptop. After the Helpdesk Agent has been downloaded successfully you will see Live Computer Support Agent Active.
Back to Top
What is the Live Computer Support Portal?
The Live Computer Support Portal displays the customer’s Live Technical Support Help Desk Number needed to place a call. It also contains a unique machine id number; current service plan; computer performance statistics; overview of your computer, disk space usage and system alerts; comprehensive reports about your Anti-Virus, Anti-Spy-Ware, and machine summary. The Portal displays what hardware and software that resides on your computer, security patch updates and support ticket status.
Back to Top
What is the green check mark and red x in the Portal?
Green represents ok and red means non-active and you should place a call to the Help Desk for assistance.
Back to Top
What is icon with the green V within the blue circle in my systems tray?
This is the Live Computer Support agent icon. When you mouse over the icon it will display your unique 4 digit machine id number that the Help Desk will need when you call for assistance.
Back to Top
Support Forum:
http://www.sagespark.com/forums/support-forums/live-computer-support
