ProfitKey's Rapid Response Internet Support enables our customers to find the answers they need online quickly and easily. This powerful e-business tool unleashes the full power on the Internet by eliminating e-mail backlogs, automating customer service, and lowering operation costs. Our customers can also check the status of their open incidents and the latest tracking information on new releases. ProfitKey offers its customers annual maintenance contracts, which entitles the customer to support and new releases of the software.

For more information download ProfitKey's "Understanding Your ProfitKey Support Channels".

ProfitKey is constantly striving to provide our customers with the highest level of Technical Support Services. We understand that security is a major concern for many of you and leaving your connection open for ease of access is not always an option. Therefore it may be necessary for ProfitKey personnel to contact your business to request access into your system. Although this may delay the time frame for providing assistance it should provide you with an acceptable comfort level.

In order for ProfitKey to properly connect to your system it is necessary for your company to provide access via one of the following methods.

1. Symantec pcAnywhere installed on the PK Windows server and/or a Windows client on the network. This method is to be configured for access via the internet. There is a cost to you to purchase the Symantec pcAnywhere software.
2. Remote Desktop Connection. This is set up on your server to allow either a Terminal Server or Remote Administration connection. The latter is limited to 2 simultaneous connections. There is no cost to you for Remote Administration. There is a cost to add Terminal Server to your Windows Server, but this is only necessary if you intend to use this for any other users.
3. GoToMyPC. This is set up on your server and/or a client on the network and utilizes a web browser to connect into your network. This solution is provided by Citrix On-Line and there is a cost to you to license the server software.
4. Any other web based VPN or connection gateway, not requiring a client-side (fat client) application to be installed.

Methods # 1 and 2 listed above may be used in conjunction with either an MS or a web based VPN client to first establish a secure connection to your network.

We do not support any connection applications requiring an install on our Tech Support PCs. This would include applications such as Citrix Client, Cisco Client, Sonicwall, or any of the other similar applications available on the market. Most of these products may now have a web based solution available and that would be acceptable per method # 4 above.

As a short term solution, Tech Support may setup a web-based one on one session with you using Live Meeting. With this method they are able to remote connect to your desktop with your authorization. As of September 1st, 2011, ProfitKey will be instituting a new policy regarding the use of Live Meeting sessions as your sole support connection method. If you are currently relying on Live Meeting sessions as your sole connection method, be prepared to provide your own alternative from our Approved Connections. If you want to continue to use Live Meeting sessions, on or after September 1st, as your sole support connection method, you will be required to purchase Live Meeting session packs(10 sessions) for the current price of $500, and these will be good for up to one year from purchase.