Whenever IntelliFix is used both the client and engineer software report their time connected to the central IntelliFix system. This dual reporting system known as the heartbeat functionality to monitor the time spent on a job.
The heartbeat functionality will log the billable connection time that the Support Engineer has spent fixing your problem. A “heartbeat” is sent to the IntelliFix server confirming that there is still a connection between your machine and the support Engineer’s machine. If the heartbeat fails, this means that the connection has been lost for some reason and will have to be re-connected.
All session time will be logged and discrepancy checks will take place between the recorded times.