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Luckily I never needed them ;)
But I have seen them doing some great things that way. That's one of the great things about the service they offer. Otherwise everyone would come to their offices
Hi
That's called "Remote Assistance". This tool/service is very helpful to the Technical Support executives to take the control of the customer's computer and fix their issues. As sometimes, it would become tough to walk-through the called to resolve some difficult issues. This is a safest way of handling your computer and there is no harm.
-srini