MasterLink Software provides remote technical support services through the internet using a secure direct connection system. This allows our technicians to connect to your computer and assist with training, troubleshooting, configuration, repairs, updates, and other support needs without requiring an onsite visit.

The Tech Connect option on the Help menu automatically opens the connection page for our remote support service and assists in establishing the connection between your computer and MasterLink Software technical support.

Our current support platform uses:

How Tech Connect Works

When the Tech Connect option is selected:

1.Your internet browser opens the support connection page

2.A small temporary support application downloads automatically

3.The utility generates a secure session code

4.You provide the code to MasterLink Software support

5.A technician can then connect directly to your computer

The connection remains active only while you authorize it.

No permanent remote access software installation is required for temporary support sessions.

Why Remote Support Is Valuable

Remote support provides the benefits of having an experienced technician physically present at your shop — without the delays and expense of travel.

Using the direct connection system, our support staff can:

•Operate your keyboard and mouse remotely

•Demonstrate procedures directly on your system

•Diagnose operational problems

•Repair damaged files

•Install updates

•Configure workstations

•Transfer needed files

•Provide live training

This allows problems to be solved quickly while you observe the process in real time.

Included As Part Of Support Service

Remote support is included for subscribers to the:

Developer's Partnership Program

following the initial purchase year.

This support structure allows clients to receive professional technical assistance without additional onsite service charges in most situations.

Common Uses For Tech Connect

Our technicians regularly use remote connectivity for:

•Installation of new MLS systems

•Upgrading older versions

•Configuring new computers

•Workstation setup

•Troubleshooting reported issues

•Repairing damaged data files

•Removing unwanted records

•Assisting with reports and procedures

•Providing operator training

•Verifying network configuration

•Resolving printer issues

Because the connection works through the internet, assistance can usually begin immediately.

Advantages Of The Current System

The remote support platform was selected because it:

•Requires very little setup

•Works through most firewalls

•Supports secure encrypted sessions

•Allows file transfers

•Operates on servers and workstations

•Is simple for non-technical users

In most cases, the process takes only a few minutes to begin.

Why Not Use Windows Remote Desktop, VPN, or Terminal Services?

Although Windows includes Remote Assistance and Remote Desktop capabilities, they often:

•Require complex configuration

•Do not allow easy file transfer

•Need firewall modifications

•Require advanced networking knowledge

•Create security concerns if configured improperly

The Splashtop SOS connection system is significantly easier for most users and allows support personnel to work much more efficiently.

Security And Privacy

MasterLink Software cannot connect to your computers unless:

•You are physically present

•You initiate the connection

•You provide the session code

•You grant permission

During the session:

•You can watch everything being done

•You maintain control of the system

•The technician communicates with you directly

•The session may be terminated at any time

No hidden or unattended access occurs without your knowledge and authorization.

Text Messaging Support

MasterLink Software also supports client communication through text messaging.

Support Text Number:

949-589-3186

When sending a text:

•Include your shop name

•Briefly describe the issue

•Include any important details

A technician will respond as quickly as possible.

If remote assistance is needed, you may then be instructed to:

1.Visit the support webpage

2.Download the support utility

3.Provide the 9-digit connection code

Once connected, support can begin immediately.

Best Practices Before Connecting

Before beginning a support session:

Be At The Affected Computer

Remote troubleshooting works best when:

•You are at the actual workstation with the issue

•The problem can be reproduced

•MLS is already open if possible

Close Unnecessary Programs

This:

•Improves performance

•Reduces confusion

•Helps focus on the support issue

Be Ready To Explain The Problem

Helpful information includes:

•What task was being performed

•What error messages appeared

•Whether the issue is repeatable

•When the problem first started

Frustration-Free Support

Remote support has become one of the most appreciated features of the MasterLink Software support system because it allows:

•Faster problem resolution

•Immediate interaction

•Reduced downtime

•Better training opportunities

•Lower support costs

Most clients quickly discover that remote assistance is significantly easier and faster than attempting to describe technical problems over the telephone alone.