Frequently Asked Questions

GoToAssist is Web-based remote-support technology that enables support professionals to resolve their customers' technical issues online using shared screen, mouse and keyboard control and other Web-based tools.

Citrix Online offers two versions of this technology: GoToAssist Express, for individual support providers or consultants; and GoToAssist Corporate, for multi-agent support organizations needing advanced administrative and collaborative tools.

When your customers connect to your GoToAssist support sessions, they download a small, self-installing plug-in, which allows you to view their desktop, share control of their mouse and keyboard and perform remote-support tasks. During live support sessions your customers can retake control of their computers just by moving their mouse.

As hosted service, GoToAssist is faster and more cost-effective to deploy than competing premise-based services. GoToAssist provides on-going product updates at no extra charge and does all the IT work of maintaining the service for you. Plus, you get the advantage of an experienced team providing airtight security, with 100 percent end-to-end encryption.

GoToAssist Express is designed for individual support providers who don't need the advanced administrative and collaborative feature set that GoToAssist Corporate offers for organizations that provide team-based remote support. To learn more, view the Product Comparison.

To talk to a sales executive, call us toll-free at 1-800-549-8541 or direct dial +1-805-690-5729. Or email us at gotoassist@citrixonline.com. You can also contact our Global Customer Support department via email at support@citrixonline.com.

You can sign up online to request more information. Or, to talk to a sales executive right away, call us toll-free at 1-800-549-8541 or direct dial +1-805-690-5729.

You can sign up online for a free trial or, if you're ready to purchase, click here to buy now.

Current GoToAssist Corporate customers who are interested in GoToAssist Express should contact their account manager or call Corporate Global Customer Support toll-free at 1-888-259-8414 to discuss any necessary account adjustments.

Current GoToAssist Express customers who are interested in GoToAssist Corporate should contact our sales team, toll-free at 1-800-549-8541 or direct dial +1-805-690-5729.

GoToAssist Express is sold exclusively online, so for that product we can only accept payment through credit cards at this time. We accept Visa, MasterCard, Discover and American Express.

GoToAssist Corporate has many payment options, including submitting a purchase order. For more information, contact our sales team, toll-free at 1-800-549-8541 or direct dial +1-805-690-5729.

Yes. You and your clients can trust GoToAssist remote-support solutions because they have the same security architecture as all Citrix Online products do: end-to-end Secure Sockets Layer (SSL) and 128-bit Advanced Encryption Standard (AES) encryption. No unencrypted information is ever stored on our system.

GoToAssist uses HTTP outbound connections to transparently enable screen-sharing sessions even with corporate firewalls in place. In most cases, support professionals and their customers can connect to Citrix Online's servers without re-configuring firewall settings.

No. We continuously monitor our development environment for viruses and malware, and all of our downloadable software is digitally signed to prevent tampering by third parties. The warning message customers might see when they install the software is a default message displayed by their browser whenever they download executable files.

There is no time-out for live support sessions; live sessions will continue until either the support professional or the customer receiving support terminates the session. Unattended support sessions will time out after 30 minutes of inactivity (i.e., no keyboard or mouse movement).

To run a GoToAssist Express session, you need:

• Windows® XP, Server 2003 or Vista; or Mac OS® X 10.4 or later (no other operating systems are supported at this time)
• Internet Explorer®, Netscape® Navigator 4.0 or later, Mozilla® Firefox® 1.0 or later or Safari™ 1.3 or later
• The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
• Minimum of Pentium 300 with 64 MB of RAM (recommended)
• A stable 56k or better Internet connection (recommended)

To join a GoToAssist Express session, your customer needs:

• Windows XP, Server 2003 or Vista; or Mac OS® X 10.4 or later (no other operating systems are supported at this time)
• Internet Explorer, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later or Safari™ 1.3 or later
• The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
• A 28.8kbps or better Internet connection (56k recommended)

GoToAssist Express supports Windows® XP, Server 2003 or Vista and Mac OS® X 10.4 or later. Sorry, Linux isn't supported at this time.

GoToAssist Express takes just minutes to set up and requires no training. Simply register for an account online and get your free trial now. After the quick, automatic setup is completed, you can immediately begin running support sessions.

No, your customers join GoToAssist Express support sessions as your guests, for no additional charge. When they enter a live session the software installs on demand.

Yes! You can use GoToAssist Express to provide remote support to both Mac and PC users from either a Mac or a PC platform.

However, certain features are not available with Mac Support, including File Transfer, Annotation Tools and Unattended Support. Multi-Monitor Support and Multiple Sessions are also unavailable for sessions launched from a Mac. Reboot / Reconnect and Log In as Administrator can only be used to support PC users.

Log in to your account on the GoToAssist Web site. In the left navigation bar, click My Account. The My Account Details page loads, displaying your current account information. Enter your current password in the appropriate field. Then type and retype your desired new password where indicated and click the Save Changes button at the bottom of the page.

Right-click the GoToAssist Express icon in your system tray or click the icon on your desktop. A support session will be initiated automatically. Then send your customer a link to the session using the email or instant message buttons. Or, you can give your customer the 9-digit Support Key over the phone and tell them to go to www.fastsupport.com and type the Support Key into the box.

There is no size limit on file transfers.

There is no limit to the duration of a session. Take as much time as you and your customer need to resolve the problem.

No, you can run as many sessions as you need. However, you can only run 8 sessions concurrently.

You can choose whether or not the GoToAssist Express download will remain on your customer's computer; however, any subsequent sessions will still require a smaller download, which contains a new encryption key. Customers who give permission for unattended support must have an additional file downloaded to allow you to access their computer when they are away from it.

During a live support session, you send a request asking your customer to permit Unattended Support on their computer. Once granted permission, you create a nickname and an access code enabling you to work on their computer when they're away. Or, you can log in to GoToAssist Express during an on-site visit and perform the installation directly on their computer.

When you want to access a computer you've set up for Unattended Support, you just click the GoToAssist Express system tray icon, select the computer from your list of unattended computers and type in your access code.

Note: Your customers need to leave their computers ON in order for you to work on them remotely. Also, Unattended Support is currently unavailable for use with Mac® computers.

Your actions during Unattended Support sessions will not be recorded, so as a best practice measure we recommend you provide your customer with a report of your actions.

Unattended Support is a permission-based feature. Unattended support access must be set up in advance with the approval of the customer, who can block or disable access at any time. The person providing unattended support must provide a strong password, and all network activity is encrypted using both SSL and AES encryption, so only the approved support provider can gain access via Unattended Support. The responsibility for security then rests on the relationship of trust between the support provider and the customer.

Yes. Because GoToAssist Express is 100 percent permission-based, the customer has the ability to block or disable Unattended Support access at any time, temporarily or permanently.

Simple! Just log in to www.gotoassist.com and click Reports in the left navigation menu. Then, use the form provided to generate a report for your desired activity and date range.

To cancel online at any time during your free trial, simply log in, select My Account and click the Cancel after Trial link. Your service will then expire when your free trial ends. Otherwise, at the end of your free trial period you will be automatically subscribed to the GoToAssist Express Monthly Plan.

To stop your GoToAssist Express paid subscription plan from renewing automatically, log in, select My Account and click the Turn Off Renewal link. Because GoToAssist Express is a pre-paid service, your service will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again. If you would prefer to stop service immediately and want to request a refund, please contact GoToAssist Express Global Customer Support toll-free at 1-888-621-0542. If you are calling from outside the United States, please direct dial +1-805-617-7006. If you prefer to contact us online, click Help & FAQs to submit a billing question via our feedback form.

We do not bill you after you cancel your plan. However, depending on the timing of your credit card statement, you may see a charge that occurred just before you canceled. Since GoToAssist Express is a pre-paid service, your service will continue until the end of your current paid subscription period. At that time, your plan will be discontinued and will not renew again. If you would prefer to stop service immediately and want to request a refund, please contact GoToAssist Express Global Customer Support toll-free at 1-888-621-0542. If you are calling from outside the United States, please direct dial +1-805-617-7006. If you prefer to contact us online, click here to submit a billing question via our feedback form.

If for any reason you do not agree with the amount you have been billed, please contact GoToAssist Express Global Customer Support toll-free at 1-888-621-0542. If you are calling from outside the United States, please direct dial +1-805-617-7006. If you prefer to contact us online, click here to submit a billing question via our feedback form.

If you mistakenly purchased a plan or made an unwanted change to your existing plan, please contact us so we can adjust your account to reflect the correct plan and any applicable charges or credits. (Please refer to your Billing History page located under My Account for your account details.) By default, account credits will be applied towards your next scheduled payment.

Our Global Customer Support Department will be able to make any necessary adjustments to your account and can be contacted by phone toll-free at 1-888-621-0542 or direct dial +1-805-617-7006.

If you suspect that an unauthorized charge has been placed on your credit card, contact us immediately at 1-888-621-0542 or direct dial +1-805-617-7006. Our GoToAssist Express Global Customer Support agents will investigate the charge to resolve the matter for you as quickly as possible.

You can check your account history by logging in, selecting My Account and clicking the View Complete Billing History link.

Contact GoToAssist Express Global Customer Support toll-free at 1-888-621-0542 with any billing questions or to request a refund. If you are calling from outside the United States, please direct dial +1-805-617-7006. If you prefer to contact us online, click here to submit a billing question via our feedback form.

Log in, select My Account and click the Change Personal Info link to review or update your credit card or other billing information for your account.

When you make a change to your plan, your billing will be automatically adjusted and pro-rated against your current account balance. The cost for your new plan is calculated immediately and you will receive a confirmation email receipt after the changes are completed. If your new plan selection decreases your subscription price, any credit remaining on your account will be automatically applied to your purchase. If your new plan selection increases your subscription price, you will be immediately prompted to enter payment. After submitting payment you will receive a receipt via email. You will also be given instant access to any additional features for the new plan.

Any credit remaining on your account will be automatically applied to future purchases. All subsequent renewal charges will reflect the new plan price. Your subscription billing date will change to reflect the date of the change in plan. If you have a credit on your account and would like to request a refund, please contact GoToAssist Express Global Customer Support at 1-888-621-0542. If you are calling from outside the United States, please direct dial +1-805-617-7006. If you prefer to contact us online, click here to submit a billing question via our feedback form.

You will receive a receipt via email for your first GoToAssist Express subscription purchase, subsequent renewals and anytime you change your GoToAssist Express subscription plan thereafter.

Please add our Global Customer Support email address at customercare@gotoassistexpress.com to your email address book to ensure you receive receipts and other important communications regarding GoToAssist Express.

To run a GoToAssist Corporate support session, your representatives need:

• Windows 2000, XP or Vista
• The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
• A stable 56k or better Internet connection (recommended)
• Minimum of Pentium 300 with 64 MB of RAM (recommended)
• Monitor resolution set to highest possible setting, 1024 X 768 or greater (recommended)
• 17-inch monitor or larger (recommended)

To join a GoToAssist Corporate support session, your customer needs:

• Internet Explorer, Netscape Navigator 4.0 or later, Mozilla Firefox 1.0 or later, or Safari™ 3.0 or later
• The ability to make direct outgoing TCP connections or availability of an HTTP proxy or a SOCKS server
• 28.8Kbps or greater Internet connection (56K recommended)
• Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0, XP or Vista; or Mac OS® X 10.4 or later (recommended)

Because GoToAssist Corporate is provided as a turnkey managed service, it generally takes less than 48 hours to provide all representatives with the ability to remotely access and support customer desktops. It does not require IT staff involvement to install, set up or configure software or firewalls.

Your personal account manager will be available to help you every step of the way. There's also a Best Practices Web site you can access from your Management Center, which will provide flyers, email templates and tips on how to optimize your GoToAssist Corporate rollout.

It takes approximately 45 minutes to an hour to train a representative to use the GoToAssist Corporate interface. (Did we mention that we provide free training?)

No, your customers join GoToAssist Corporate support sessions as your guests, for no additional charge. When they enter a session the software installs on demand.

You can configure GoToAssist Corporate to enable your customers to request support from your own Web site or from a designated support site.

There is no size limit on file transfers.

There is no limit to the duration of a session. Your representatives can take as much time as necessary to resolve the problem.

No, your representatives can run as many sessions as they need. However, using Multi-Session they can only run 8 sessions concurrently.

The downloaded file stays on the customer's computer; however, any subsequent sessions will require a smaller download, which contains a new encryption key. The file ranges in size from 429kb to 544kb depending upon the GoToAssist configuration your organization has chosen.

There's no limit. Collaboration requests can be sent to one or more individuals or broadcast to all available representatives at once.

Representatives can use GoToAssist Corporate to provide support to customers who use Mac computers, but the representatives must still run their end of the session from a PC.

However, some features are not currently available with Mac Support including Reverse Screen Sharing, File Transfer, Remote Diagnostics, Annotation Tools, Reboot/Reconnect and Log In as Administrator.

GoToAssist Corporate reports track important data such as customer and representative feedback, login and session activity, available licenses and more. Reports can be created on a daily, weekly or monthly basis or customized to cover a chosen date range. They can also be set to run automatically and be sent to a specified email address.

Sharing seats among representatives is not recommended, as this interferes with your ability to correctly track individual performance using the GoToAssist Corporate reporting features.

GoToAssist Corporate can be configured to support your compliance with the Health Insurance Portability and Accessibility Act and the Gramm-Leach-Bliley Act. For more information, visit the White Papers page.