SharpLync Secure Remote Support Policy

At SharpLync, your security is our highest priority. We use industry-leading, secure remote access tools to provide efficient support. We understand that these same tools can be exploited by malicious actors (scammers). This document outlines our strict protocol to ensure your safety and give you absolute confidence that you are connecting only with an authenticated SharpLync representative.

1. Our Commitment to Your Security

We take customer security and the integrity of our support process extremely seriously. We have implemented several clear, non-negotiable procedures that we will follow on every single remote support call. If any person claiming to be from SharpLync deviates from this protocol, you must immediately terminate the call.

2. The Two-Way Identity Verification Protocol

To ensure absolute security, we use a two-step verification process where you, the customer, confirm our identity first. This requires your Personal Verification PIN, which is confidential and known only to you and SharpLync's secure system.

Before we proceed with any remote connection or sensitive discussion, the following mandatory steps must occur:

Customer Requests PIN (The Challenge)

You, the customer, must ask the SharpLync technician to provide your confidential Personal Verification PIN.

SharpLync Provides Customer PIN (The Proof)

The technician will read back this exact PIN from your secure account record.

Customer Verifies Identity (The Veto)

You must confirm that the PIN provided by the technician matches your Personal Verification PIN. If the PIN does not match, you must immediately hang up.

Forward Identification (Session PIN)

Once our identity is confirmed, the technician will then provide a unique, time-sensitive Session PIN which is required to start the actual remote connection software.

Connection Only After Verification

We will only begin the remote connection process once both the Personal Verification PIN (Step 3) and the Session PIN (Step 4) are successfully verified.

You identify us first, using a secret only you and our secure system know. This guarantees our authenticity.

3. Strict Financial Security Rules

SharpLync has an absolute, zero-tolerance policy regarding customer financial security. We insist on the following rules during any remote support session:

✘ No Open Banking Sites: We insist that all banking websites, financial applications, and investment accounts are closed or minimized before we establish a remote connection.
✘ No Password Requests: SharpLync technicians will not ask for your banking passwords, credit card PINs, or any login credentials related to your financial institutions.
✓ Secure Invoicing Only: We only process invoices and payments using our official financial system, Xero. You will receive an official Xero invoice via email.
✓ Approved Payment Methods: Payments for SharpLync services can only be made online via the official Xero invoice link using: Credit Card, PayPal, or Bank Transfer.
✘ Never Gift Cards: SharpLync will never ask for payment in the form of gift cards (e.g., Apple, Amazon, Google Play, etc.).
✘ Never Cryptocurrency: SharpLync will never ask for payment in the form of cryptocurrency (e.g., Bitcoin, Ethereum, etc.).
✘ Never Bank Visits: We will never ask you to ring your bank, travel to your bank, or withdraw cash for payment of our services.

4. What To Do If You Suspect a Scam

If anyone claiming to be from SharpLync asks for any of the forbidden payment methods (gift cards, crypto, cash withdrawal) or pressures you to provide banking details or open financial websites:

✓ Hang up the phone immediately.
✘ Do not provide them with any information or allow a connection.
✓ Immediately call our main, verified SharpLync number to report the incident.

5. Building Trust Through Transparency and Control

A. Clear Access Scope and Tools

Tools Used: We currently use professional, encrypted remote desktop solutions such as TeamViewer. These tools are secure, but we understand their names are sometimes misused by scammers. Always refer to Section 2 for identity verification first.

One-Time Access: The Session PIN provided in Section 2 ensures a one-time, session-only connection. Once the session is closed, the technician cannot reconnect unless a new, unique Session PIN is granted by you. We do not install permanent, unattended access without your explicit, separate, written consent.

B. Customer Control and Monitoring

Watch Our Every Move: You must stay at your computer and monitor the screen while the remote session is active. Our technicians will verbally explain every major action they take.

Terminate Anytime: You can terminate the remote connection immediately at any time by simply closing the remote control software window or using the disconnect button. If you feel uncomfortable, disconnect and call us back.

C. Session Logging and Privacy

Session Records: For quality assurance, security, and dispute resolution, all remote support sessions are video recorded and logged.

Data Privacy: Our technicians are strictly prohibited from viewing or copying your personal files unless directed by you as part of a troubleshooting task. We adhere to our comprehensive Privacy Policy.

D. Post-Session Protocol

Guaranteed Disconnect: Upon completion of the support session, the SharpLync technician will confirm the session has been securely terminated and will verify that the temporary access link has expired.

Summary

By adhering to this protocol, we can ensure every support session is secure and trustworthy.