Before you acquire remote assistance from our call center, please note the following:

• You must be an existing account holder with Mattelo to qualify for remote support.  Click here to become an account holder.
  
• First level technical support is billed at R200 per hour (excluding VAT).  A minimum charge for 15 minutes per call applies.  First level technical support includes all basic issues regarding hardware and software. Our first level technicians will recommend a specialist for more advanced topics i.e. servers etc.
• Specialized support is billed for at the specialist's hourly rate.  Ask the first level technician for the specialist's hourly rate before being transfered.
• We can only provide remote support for computers with an active Internet connection.  Chances are good that we cannot assist you remotely if your are experiencing problems with your Network or Internet connection.

You have to go through the following steps in order to get remote assistance from one of our call center technicians:

1. Phone our call center at +27 21 864 2942
2. Ask for our technical department
3. One of our technicians will make sure that your information on our system is correct.
4. The technician will provide you with a CRO (Client Request Order) number which is your reference for this call.
5. Click here to download the remote assistance software.
6. Click on the RUN button.
7. You will get a security warning telling you that somebody will gain remote access to your computer.  Confirm your previous choice by clicking the RUN button again.
   
8. Double click on the technician's name in the list to allow him/her to assist you remotely with your problem.