Allpro Technology
2425 S. Blodgett Rd., Lake City, MI 49651
Phone: (231) 839-7928 Fax: (720) 293-7615
Email: [email protected]
Website: www.allprotechnology.com
Allpro Remote Support Policy and Instructions
As of 05/16/2012 Allpro Technology has adopted a new Remote Support platform and policy. Please review
the following document to make sure you are aware of and agree to our new support platform and policy. Also
note that you are required to install the Remote Support software on each computer before an Allpro
Technology support representative can provide installation or remote support services. Detailed installation
instructions are provided at the end of this document.
DocumentContents
What Is Remote Support? ....................................................................................................................................... 1 Remote Software Connection Statuses ................................................................................................................... 2 Fully Unattended Support Connection Details ................................................................................................... 2 Fully Unattended Support Connection Process .................................................................................................. 2 Block/Un-block Support Connection Details ..................................................................................................... 2 Block/Un-block Support Connection Process .................................................................................................... 2 Remote Support Privacy and Security Statement ................................................................................................... 3 Applicable Fees....................................................................................................................................................... 3 Remote Software Installation Instructions .............................................................................................................. 4 What Is Remote Support?
Before an Allpro Technology support representative can install Allpro Insulator or provide any remote support,
you are required to install the Unattended Go To Assist Remote Software Client. This software installs locally
on each of your computers. This software is required in order for Allpro Technology to provide installation
service as well as remote support.
Remote support provides the following features and benefits:
 Faster More Accurate Support
 Two-Way Screen Sharing
 Transfer Files Between Computers
 In-Session Chat
 Run Computer Diagnostics
Once the Unattended Go To Assist Remote Software Client software has been installed on your computer,
Allpro Technology will be able to easily connect to your computer in the future to provide fast and in-depth
support.
Remote Software Connection Statuses
There are two connection statuses available.
1. Fully Unattended Support Connection
2. Block/Un-block Support Connection
Fully Unattended Support Connection Details
The Fully Unattended Support Connection status type allows an Allpro Technology support representative to
connect to your computer without any required activity from you. This provides the simplest connection type
for both you and the Allpro Technology support representative.
Fully Unattended Support Connection Process
1. You contact Allpro Technology requesting support.
2. You inform the Allpro Technology support representative which computer you are having issues with.
3. The Allpro Technology support representative creates a support session and connects directly to your
computer.
4. You will see a dialog on your screen informing you that Allpro Technology would like access to your
computer. You will have ten seconds to block the session if desired. If you do not block access, the
Allpro Technology support representative will be able to access your computer and provide support.
While this is the simplest connection method, we understand that not all users are comfortable with this
connection method. For those users, we suggest the Block/Un-block Support Connection Status.
Block/Un-block Support Connection Details
The Block/Un-block Unattended Support Connection status type allows Allpro Technology to connect to your
computer only after you have un-blocked the Unattended Access. This still provides Allpro Technology fairly
easy access to your computer but only after you have granted access.
Block/Un-block Support Connection Process
1. Go to your system tray (located on the bottom right corner of your screen near your clock)
2. Right-click on the GoToAssist icon
3. Left-click on Unattended Access
and a shortcut menu will be displayed
4. Left-click on Block Access
You will notice that a black checkmark will be placed to the left of the Block Access link. When the black checkmark is present, Allpro Technology will not have access to your computer. In order for the Allpro Technology support representative to access your computer and provide remote support you will first have to repeat the above steps and uncheck the Block Access link. Remote Support Privacy and Security Statement
Regardless of which connection status option you choose, please be aware of the following:

Allpro Technology appreciates your privacy. We will in no way connect to any of your computers
without your prior knowledge or consent. We also guarantee to only access required computer data and
resources. Your personal data will in no way be accessed. The scope of our access is limited to
accessing your Allpro Insulator software, Allpro Insulator Database, and Microsoft Sync software.

All remote support session data is completely protected using 128-bit AES encryption, SSL and strong
passwords. This high-level security ensures that access to your computers will be limited to only
qualified Allpro Technology support representatives. Also note that all sessions are logged and time
stamped so the Allpro Technology administrator can easily see which support representative accessed
which computers, and when they were accessed.

Whenever an Allpro Technology support representative is connected to your computer, the GoToAssit
dialog will be displayed near the bottom right corner of your screen. You will always be aware of
whether or not an Allpro Technology support representative is connected to your computer. You also
have the option to stop screen sharing or end the session by selecting one of the options from the
GoToAssist dialog.
At Allpro Technology, we appreciate your privacy, but we also strive to provide top level support in the
fastest time possible. Remote support is required in order to meet these demands. Regardless of
whether you choose to implement Fully Unattended Support Connections or Block/Un-block Support
Connections, by utilizing remote support we are able to offer the best support available.
Applicable Fees
When you purchase Allpro Insulator or an Allpro Insulator upgrade, you will receive five free phone/remote
access support incidents. An incident is described as one specific issue that you are having with the software.
There are no time minimums or maximums associated with an incident. When you call with a specific issue,
we will create a support incident and work with you until that specific issue has been resolved. Once the issue
has been resolved, the case will be closed and one of your support incidents will be associated with the case.
After your five free phone/remote access support incidents have been used, you can purchase additional support
incidents for $50 each.
Remote Software Installation Instructions
Before an Allpro Technology support representative can install Allpro Insulator or provide any remote support,
you are required to install the Unattended Go To Assist Remote Software Client. This software installs locally
on each of your computers. The software is required in order for Allpro Technology to provide installation
service as well as remote support.
Note: The Remote Software must be installed on each of your computers before an Allpro Technology
support representative can connect to your computer to provide installation or support services.
Note: The dialog boxes that are displayed on your screen may vary depending on the web browser you are
using. While the images may vary, the instructions should still apply.
1. Select the link below to download the Remote Software Setup:
a. http://aptfiles.com/downloads/misc/AllproUGTASetup.exe
2. The following dialog will be displayed:
3. Select the “Run” button
4. The small setup file should download within a couple of minutes and then the following dialog will be
displayed:
5. Select the “Run” button
6. The User Account Control dialog will be displayed and then select the “OK” or “Yes” button
7. The GoToAssist client software will be installed
8. Go to your system tray (located on the bottom right corner of your screen near your clock)
9. Right-click on the GoToAssist icon and a shortcut menu will be displayed
10. Left-click on “Unattended Access”
11. Left-click on “Update Stored Password”
12. The GoToAssist Windows Password dialog box will be displayed:
13. Enter your Windows Logon User Name and Password and then select the “OK” button.
14. If you are opting to provide Fully Unattended Support, the Remote Software Setup is now complete.
Your computer will be accessible for an Allpro Technology support representative to connect to when
performing installation or technical support.
15. If you would like to block access to your computer until you are ready for installation or support, please
follow the instructions above under “Block/Un-block Support Connection Process”.