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SupportDesk
- "Over The Shoulder"
Printable Version
SupportDesk is our
remote
facility
Support ApplianceTM
which allows the customer to give the Support Technician limited or full
control of their Workstation or System Console. This allows the system
manager watch "Over The Shoulder" while the Support Technician performs the diagnostics
for a total learning experience. Every system event can put you in
the front row of your own classroom. This service comes standard with
a Seamless Support maintenance contract via the
Share Point Web Portal. Non-contractual environments can utilize the same remote
support with a special access key.
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Firewall
compatible - no port forwarding
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Incident
based - no pre-installed software
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Secure,
immediate, client-requested support
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Faster
handling time - fewer repeat incidents
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Full
reboot/auto-reconnect for easier troubleshooting
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Full remote
Workstation or System Console control (screen, mouse, keyboard control)
Simplifed
remote support. Connect in 10 seconds.
Simply sign onto
the Seamless Support Share Point Web Portal and click on an available
support technician. This will allow us guest viewing or full remote access of your screen, mouse &
keyboard in less than 10 seconds. Because all
connections are outbound, SupportDesk works even through corporate firewalls.
You can terminate the session at will.
Secure support
– Audited by Symantec.
SupportDesk
has been security audited to ensure that all session data is kept under lock and
key. The Support ApplianceTM architecture
and 256 SSL AES encryption facilitate secure connectivity and aid in maintaining
a strong compliance posture.
Get the
features you need for remote desktop support:
SupportDesk provides remote access for our entire client
base with no end-user deployment or maintenance. With SupportDesk
one-step connection,
we can
begin troubleshooting online
immediately,
making the process of remote support simple and fast for everyone involved.
| Feature |
Summary and
Details |
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Reboot/Auto-Reconnect |
Restart the remote
PC and automatically reconnect
SupportDesk allows the Support Technician to reboot and automatically reconnect to
the remote Workstation. No remote user interaction is necessary after
initiating the session. A Support Technician can install programs, change
settings, restart the remote PC and continue troubleshooting completely
unassisted – allowing the remote user to attend to other tasks while the
problem is resolved. |
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Firewall, NAT,
Router Friendly |
Give support without
router, NAT and firewall hassle
The
remote Workstation initiates SupportDesk sessions, and session traffic
travels outbound through the user's firewall. Users can authorize remote
access without compromising their network security or opening ports in
their firewall. SupportDesk works within security structures to allow
instant remote access to virtually any system on the web. |
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Ultra-Small Download |
Access remote
clients' PCs or System Consoles in about 10 seconds
The SupportDesk session download is only 379kb, making it one of the
fastest remote PC support software downloads. The remote
desktop connection is fast and efficient - even over dial-up. SupportDesk runs "on-demand" when
you selects a Support
Technician from the Share Point Web Portal. If you have
internet access, you can give remote control to the Support
Technician in seconds. |
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Auto-Uninstall |
Complete
auto-uninstall from remote clients
At the end of the session, SupportDesk automatically uninstalls, leaving
no footprint on the remote computer. A notice appears on the remote
Workstation screen notifying them that SupportDesk has been completely
removed. You must reinitiate a session to give a Support
Technician remote Workstation control again. |
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Run as Administrator |
Escalate session
rights to enhance remote support capabilities
A guest session can be upgraded to full access with administrative rights.
The Support Technician can enable the reboot/auto-reconnect feature. In
addition, SupportDesk allows you to log on and off between remote user
accounts, and it is compatible with remote computers running in "Safe
Mode". |
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Push & Start Session
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Access unattended
remote computers within a LAN
Push and Start Sessions are helpful when you are trying to allow service
to unattended systems on the same LAN. It gives the Support Technician
remote access to unattended systems within the same LAN as long as you
know the Windows login information or HP-UX telnet information for the
remote machines within the network. |
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Worldwide Mobility |
On-demand remote
support from anywhere
SupportDesk allows Support Technicians to provide remote support from
home, the office or the hotel. |
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File Transfer & Chat |
Transfer files &
chat with support technicians during sessions
SupportDesk eliminates the need for phone only support by allowing both
you and the support technician to initiate a chat session. In addition,
you can select single files or entire directories for file transfer. |
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Security Encryption |
Guard your data with
256-bit SSL AES encryption
SupportDesk does not require configuration to customers existing
security structures. The session is initiated on-demand by the customer,
and SupportDesk software only runs for the duration of the support
incident. SupportDesk session traffic is protected by 256-bit SSL AES
encrypted to ensure that the entire datastream is fully secure. The
SupportDesk login that the Support Technician uses is password protected
and all customer logins are via an SSL-encrypted website. |
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No Browser
Limitations |
Remote support using
the browser you choose
Use the browser of your choice for us to support your computers. We
don’t require our customers to use browsers they don’t like or with
which they are unfamiliar. Our SupportDesk sessions will work with
virtually any remote Personal Computer, whether it uses Firefox, IE,
Opera or others. |
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Remote View or Full
Control |
Client-oriented
remote support integration
SupportDesk sessions are client-initiated, they are also
client-oriented. You may allow you "Full Control" or "View Only" rights
at the beginning of or at any time during SupportDesk session. This enables
you to elevate a screen-sharing session to a control-sharing session by
your Support Technician. |
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Presentation Desk |
Present your screen
to remote users
Use your remote desktop connection for screen-sharing to train users,
collaborate or do online presentations. |
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Frequently Asked
Questions |
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1.
How is
SupportDesk different from other remote Workstation control software? |
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2.
How does
SupportDesk work through corporate firewalls and NAT?
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3.
What makes
SupportDesk secure?
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4.
Is
SupportDesk browser-based? |
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5.
What is the
average bandwidth usage per session for the support technician? |
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1.
How is
SupportDesk different from other remote Workstation control software?
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SupportDesk
is designed for remote control support.
Many remote Workstation control products are
derivative applications of software developed primarily for
something other than support. For example, online meeting
software, simple screen-sharing software and even some chat
applications might incorporate remote control to enhance online
collaboration. However, because these tools often require a
lengthy setup, have unpredictable performance, or fail to
connect through firewalls, they are ineffective or inadequate
for providing remote support. SupportDesk is designed for
support professionals who need to provide support when it is
most needed, even through corporate firewalls.
The unique architecture of SupportDesk
works through a dedicated hardware device: the Support ApplianceTM.
The Support ApplianceTM hardens the security and
simplifies remote desktop assistance by bringing processes
typically acquired through ASPs into Seamless Supports Portal.
With SupportDesk as their in-house tool, Seamless Support can
control your security, and manage support technicians.
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2.
How does
SupportDesk work through corporate firewalls and NAT?
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Most remote control software does not work
through corporate firewalls because the connection is initiated
from the support technician’s computer to the remote customer
computer. SupportDesk works transparently through corporate
firewalls by the customer to initiate the connection to the
Support Technicians system on standard internet ports. Your
system is granting remote control rather than the support
technician taking remote control. Since the session is
initiated by the customer’s remote computer, this traffic is
outbound, similar to surfing the internet. Since a firewall is
designed to allow outbound traffic while blocking inbound
traffic, our remote control tools can connect easily where other
remote control software fails.
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3.
What
makes SupportDesk secure?
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SupportDesk is built from the ground up
with complete security in mind. The architecture of SupportDesk
lends built-in security to the support process. Both the support
technician and the customer work from behind corporate
firewalls, providing a barrier to any potentially malicious
traffic. In addition, SupportDesk sessions are initiated
spontaneously when a support issue occurs and then are
discontinued when the session is completed, providing only a
small, irregular period of time wherein SupportDesk traffic is
crossing the internet. This secure architecture provides the
first level of Seamless Supports security, simplifying the
entire support process by leaving existing security structures
in place and spontaneously generating each support session.
With our Support ApplianceTM , Seamless Support
offers an extremely high level of security within a managed
environment. In addition to the heavy data compression inherent
in all support traffic, all traffic passing through the Support
ApplianceTM
is 256 bit SSL AES encrypted along the entire data
stream. The login pages for the Support Appliance
administration and support technician pages are 256 bit SSL AES
encrypted and password protected, preventing unauthorized users
from accessing user or administrative Support Appliance
accounts.
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4.
Is
SupportDesk browser based?
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No. SupportDesk installs as a system
service, enabling the Support Technician to troubleshoot more
deeply into the customers remote system. This also enables the
Reboot/Auto-Reconnect and Log On/Off features which are not
possible with browser-based software.
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5.
What is
the average bandwidth usage per session for the support
technician?
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The average bandwidth per session at any
given time can be between 0k and 40k per second, depending on
what the technician is doing. Most of the time, it will hover
between 5k and 15k. |
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