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1&1 Internet, Inc. has added a new dimension to its customer service offering with the introduction of Netviewer - a cutting-edge technology that allows the company’s support team members to establish a secure connection with a client’s computer to provide real time troubleshooting and assistance.

Available to all 1&1 customers at no charge, Netviewer gives 1&1 support staff unprecedented interactive service capabilities. Through a simple on-demand link, 1&1 representatives can literally view a user’s computer screen on their own monitor during a service call to quickly and efficiently provide virtually any manner of assistance. For the customer, the process is as effective as having a support specialist on site.

"Netviewer is one of the most powerful customer service tools available," said Andreas Gauger, 1&1 chairman of the board. "Allowing support team members to actually see in real time what a customer needs help with maximizes our ability to quickly provide the best solution and makes the support process much more efficient for both parties. We’re very excited to offer this unique service because it serves as an example of our commitment to giving customers the best available resources."

Netviewer assistance is initiated when a customer calls a 1&1 support team member and is given a special session number. The customer then starts the Netviewer program online and enters the number. The support representative will then be able to view the user’s screen through a secure connection for as long as the client wants the agent’s assistance. Agents cannot alter the customer’s Control Panel and have no access to any other content on the client’s computer.

In terms of security, Netviewer works in a similar way to the clearance methods developed by leading businesses for telephone/online entry systems that connect to sensitive information on bank or customer accounts. It provides a completely secure connection between the customer and the support agent. A VeriSign Certificate assures that Netviewer is original software and certifies that all communication comes directly from 1&1 and that no third party is able to access the information exchanged. In addition, every Netviewer session is encrypted through a 128-BIT connection, the official SSL standard.

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