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Customer care - Questions and answers
 You want to know these facts!
Here you will find a summary of frequently asked questions and answers to
DeskShare®. If you do not find your own question, we will always be available
for a personal dialog. Please get in touch
with us.
Topics
General questions
Do
you offer further language versions?
Yes, we do. Currently, our DeskShare//Client
is available, apart from the German language version, also
in English, French, Spanish and Italian.
We have individual demands on DeskShare®.
What can we do in this case?
DeskShare® is a company development of the
DeskShare GmbH
. That way, we have every possibility to realize your individual requests.
Please contact us directly in such a case. Together with you, we will analyze
the requirement profile and submit you a customized offer for the realization.
Questions regarding the test
position
Which limitations exist regarding a test
position compared with the complete version?
There are no limitations! With the test position, you will receive your
personal DeskShare® version which absolutely corresponds to the complete
version. The only limitation is that DeskShare® can only be used during the
period agreed within the framework of the test position.
How quickly can we get our test
position?
During the week, you will normally receive your DeskShare version within 24 to
48 hours.
Questions regarding the security
Is there any security risk when using
DeskShare®?
In principle not. We know that desktop sharing & remote support via the
Internet represent a sensitive matter and therefore, we have integrated
appropriate security mechanisms into
our product.
Questions regarding the switching
service
What happens with the data which
run via your computer systems?
Plain and simple: nothing! The data will be neither recorded nor reprocessed.
There is no reason for it. On the one hand, the information between the
partners are encrypted by a key negotiated between the partners so that a
recreation of recorded data would be extremely time-consuming. On the other
hand, there are extremely high amounts of data each month - with an upward
tendency. Put your trust in us. However, we leave it up to you to operate your
own server.
Why do the data have to
run via your computer systems?
In most cases, at least one partner is behind a firewall during a DeskShare®
session. In these cases, a communication between the partners is only possible
by so-called "tunneling" via the HTTP protocol. Here, a DeskShare//Server
serves as common "contact person" who will be available from both sides without
limitations and makes the necessary tunnel functionality available.
Can we operate our own
server?
Yes, you can. With our DeskShare][PRO
product, the corresponding software component (DeskShare//Server)
will be provided. With it, you can operate a company-owned DeskShare® server
either in the Internet or in the intranet.
Are there "premium
customers" who will be favored by your servers in case of bandwidth problems?
No, there aren't! Our customers are not classified, and therefore they have
equal rights starting from the freelancer to the group.
What happens if your DeskShare® server
has a failure?
For the purpose of failure security and load balancing, we currently operate
several DeskShare® servers which are placed at different locations in the
Federal Republic of Germany. Thus, we will be able to guarantee an extremely
high availability. If one of these servers should really have a failure some
time, only active sessions will be affected which have been held via this
computer. After the resultant disconnection, however, the partners involved can
immediately start a new session via another server.
Questions regarding the usability
Our customer is behind a firewall, the
computer has no public IP address. Can I use DeskShare® in spite of this?
In principle yes! If your customer can surf with his browser in the Internet
without restrictions, DeskShare® can also be used on this computer. As the
whole communication is only based on the HTTP protocol (port 80) at this
instant, the firewall is no obstacle for DeskShare®.
Does DeskShare® work also via proxy
server?
In principle, the same statement applies here as in case of a pure firewall
(see above): if you can surf on a PC without restrictions in the Internet, the
problem-free application of desktop sharing and remote support with our product
will also be possible.
Questions regarding the licensing
What's a session channel??
Details about the license model of DeskShare® and the appropriate session
channels, you will find here...
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