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Description

PC-assist is primarily a reactive remote end user support service that can be provided telephonically as well as over the internet; therefore, support can be offered in the form of Talk-thru or remote access. Users can request assistance when working on their end-devices and the call centre agent is able to take remote control of the user’s device to perform activities such as software re-installation, facilitate software upgrades, patch downloads, and to perform re-configuration actions. A pre-requisite for the service is broadband internet access. Typically the user will be asked to log onto a URL and follow a few simple instructions, whereupon the call centre agent is able to take control of the user’s device and perform support activities. The service is currently offered to Telkom Internet customers only.

Terms and Conditions

Terms and Conditions are included in the IVR recording which the customer has to listen to and accept or reject when calling the Telkom Internet call centre.

Benefits

  • One-stop support service for connectivity and PC-related events.
  • Customers can save a lot of time, expense and inconvenience.
  • Dedicated PC-assist support team with clear roles and responsibilities.
  • Customers can call the Telkom Internet Contact Centre on 10210 option 4 to access the service which is available around the year between 07h00 and 22h00.

Pricing

  • The first 20 minutes (or part thereof) are charged at a premium of R119
  • Subsequent 10 minute intervals (or part thereof) are charged at R50.
  • Calls may last up to a maximum of 3 hours.
Note: No activation fee is applicable & all prices include VAT. Charge includes the cost of the reverse call

Telkom Internet Spam Quarantine FAQ

Telkom Internet customers can call the following contact centers:
  • Telkom Internet Contact Centre (10210 option 4)

Questions & Answers

Q: What is PC Assist?
A: PC-assist is a best effort service that provides remote desktop support to TelkomInternet customers. Support can be provided telephonically as well as over the internet using remote access.

Q: Who is our target market?
A: For Phase 1 only TelkomInternet customers.

Q: What are the requirements for the customers to be able to apply for this service?
A:
  • Only Telkom Internet customers qualify for the PC assist product.
  • For dial up services only over the phone assistance can be provided. GoTo Assist does not work over dial up services.
  • The customer must have a PSTN service from Telkom.
  • No on-site support to be provided for phase 1.
  • PC assist is a best effort service with no SLA’s

Q: What are the minimum PC requirements for providing GoTo assist (remote access) service?
A:

  • Windows XP, Windows Vista , or Windows 7 operating system,
  • Pentium 4 or equivalent processor,
  • 512 MB or more of RAM,
  • 80 GB hard drive with at least 10% available hard drive space and
  • An available Ethernet or USB port

Q: How does the customer order the service?
A: Customers may call the TelkomInternet contact centre (10210 option 4). The customer will be placed in a queue after the customer has accepted the Terms & Conditions and provided their landline number associated with their ADSL service (No Cellphone numbers allowed). Once a PC-assist agent becomes available, the incident/problem will be discussed. Once both parties have agreed how best Telkom can provide assistance, the customer will be called back again and billing will begin at that point.

Q: How does the customer gets billed?
A: If the customer is interested to the service he/she will be called back and the incident/problem discussed. Once both parties have agreed how best Telkom can provide assistance, the customer will be called back again to accept reverse call charges.

Q: How much does the servie cost?
A: The first 20 minutes (or part thereof) is charged at a premium of R119, with subsequent 10 minute intervals (or part thereof) being charged at R50. Calls may last up to a maximum of 3 hours.

Q: Is there a maximum time or duration for the call to last?
A: maximum duration will be 3 hours, there after the call will be cut off and the customer can call back of which billing will start from the beginning.

Q: Are there any additional services included to PC Assist service?.
A: No additional services included