VirtualTech - Frequently Asked Questions

Question:   What is VirtualTech?
Answer:     Toshiba customers now have a choice of how to access
            technical support -- an alternative to the telephone
            -- VirtualTech!  It's e-support made easy!  VirtualTech
            offers customers personalized help, tools, and remote
            diagnostics plus the ability to submit questions to the
            Toshiba InTouch Center and receive answers via the
            Internet any time day or night -- bypassing the telephone
            altogether.

Question:   What do VirtualTech's features offer the customer?
Answer:     Using this one comprehensive tool, customers can:
               1.  Access a vast library of answers, frequently asked
                   questions, and "how-to" movies.  These empower
                   customers to resolve their own computer problems
                   and also teach them to be more knowledgeable
                   computer users.
               2.  Run a System Report that lists the customer's
                   software and versions, operating system details,
                   serial number, BIOS information, drivers, etc.  No
                   more hunting around to find that information.
               3.  Go online to submit an electronic support request.
                   The customer has the choice to receive an
                   electronic response or a telephone callback.
                   Customers can check the status of their requests at
                   any time.  A System Report is sent with each
                   e-support message so that the InTouch technician
                   can know the set-up of the system without asking
                   the customer a lot of technical questions.
               4.  Go online to use hardware diagnostics.  With the
                   customer's permission, the InTouch technician can
                   gain control of the customer's system over the
                   Internet to run tests, install, replace, delete or
                   configure certain files and settings to resolve
                   problems and get the system back up and running.
                   This tool also includes chat capabilities between
                   the technician and the user.

Question:   Why would customers want to use the Internet instead of the
               telephone to receive technical support?
Answer:     Common Reasons:
               1.  VirtualTech personalizes the technical support
                   experience.  It "knows" the customer's system details
                   and the history of support requests.  It provides
                   answers and links to information for the specific
                   hardware and software the customer has.
               2.  VirtualTech empowers the customer.  Information and
                   problem resolution is no longer only in the hands of
                   a far-away telephone technician.  It's in VirtualTech
                   -- both on the system's hard drive and online for
                   access anywhere, anytime.
               3.  VirtualTech speeds up the technical support process.
                   The combination of system-specific guidance and the
                   System Report equals a more efficient experience for
                   the customer.  They can say goodbye to long hold
                   times and to detailed question-and-answer sessions
                   before problem resolution can begin.  VirtualTech
                   cuts to the chase and helps the user and the
                   technician find the problem and resolve it FAST.
               4.  VirtualTech provides consistent quality support.
                   Plus, as Toshiba gathers updated information,
                   customers will benefit from the increased knowledge
                   the next time they access the answers or use the
                   tools.  VirtualTech is easy to update online so the
                   customer always has the latest version.

Question:    How do customers get VirtualTech?
Answer:      VirtualTech comes factory-loaded now on the Satellite
             1675CDS and 1695CDT as well as the Satellite Pro 4300
             Series with other portables to follow this year.Easy
             access is provided with a desktop icon and a listing in
             the Toshiba Active Menu.  By September, VirtualTech will
             be available to other specific portables and desktops via
             an Internet download.

Question:    How much does VirtualTech cost?
Answer:      Toshiba provides the current version of VirtualTech at no
             cost.  The only costs incurred would be for online time
             through the customer's Internet Service Provider.  However,
             later this year, Toshiba will release an enhanced version
             of VirtualTech where customers can purchase access to
             libraries of additional information, upgrades to higher
             levels of technical support, more powerful tools and more.
             Information will be available at www.toshiba.com.

Question:    How much access is given to the technician when I use the
             Remote Diagnostics?  How safe are my data files?
Answer:      Completely safe.  The Remote Diagnostics tool is
completely
             controlled by the customer.  It only allows the technician
             access to application files, drivers, system files and
             settings -- not to any data files. The technician gives
             the customer a password that is only valid for a short
             time.  The customer must enter the password into
             VirtualTech to begin the diagnostic process, so the
             customer controls whether the program runs or not.  The
             customer can ask questions via chat as the technician
             works and can choose to hang up and end the connection
             at any time.

Question:    If customers prefer to call the InTouch Center, will Toshiba
             still accept telephone calls for technical support?
Answer:      Absolutely.  Some issues are best handled directly over
             the phone and Toshiba's InTouch Center will still be
             available 24 hours a day, 7 days a week to assist
             customers who call.