Secure Remote Support

Stay on top of every support call

• Improve availability and uptime with fast problem diagnosis and resolution.
  

• Increase first call resolution and cut handling time. View and control desktops.
  

• Get permission from users to view their computer.

Decrease client downtime

• Skip frustrating support phone calls and back-and-forth emails.
  

• Avoid the delay and expense of on-site support—deliver hands-on support online.
  

• Transfer files to install patches to provide an instant fix.
  

• Bring in subject matter experts into your calls instantly to resolve issues even faster.
  

Focus on support—not on software

You don’t have to worry about maintenance and support. It’s all taken care of as part of your subscription.

• Count on the performance and reliability you need to meet your business-critical support requirements.

• Keep support calls as private and secure as you need with exceptional security.

• Leave maintenance and upgrades to us.

• Manage costs and pay as you go for an affordable, predictable monthly fee.
  

Get the features you need to resolve remote support problems wherever you are.

Start or join support sessions easily. Provide fast access to support

Make it easy for users to start a support session by putting a button on your website, product, or email signature. Automatically distribute requests to an individual queue, or route them from a customized request form.

Start support sessions instantly

• Initiate a session from a one-click desktop client, or from your email application.

• Set permission-based access to view remote computers.

• Get permission to work on a remote desktop when you launch a support session.

• Get integrated VoIP and video on any platform.

Share your webcam for a face-to-face support experience. Talk through issues at the same time using a standard phone or integrated VoIP on Windows, Mac, Linux, and Solaris platforms.

Maximize remote support effectiveness with specialized functionality

Manage remote computers anywhere

• View or control any customer desktop.

Drag and drop files

• Transfer files to and from a desktop instantly to apply patches and updates, or retrieve data for in-depth analysis.

Log on to any desktop as an administrator

• Sign on to any machine as an administrator to access and install new applications and perform other activities that require administrative privileges.

Print remotely

• Redirect printouts from a remote computer’s printer to a local printer for offline analysis.

Speed up support sessions with instant chat

• Communicate easily with other support reps during a support session using instant chat. Take advantage of the Chat Phrase Library with reusable chat phrases.

Retrieve system information

• Collect system information with one click. Print and save for future reference.

Reboot and Reconnect

• Enable a client to join the same session even in Safe Mode.

Secure support sessions with firewall

• Work through most firewalls using standard http and https ports.

Maximize remote support effectiveness with specialized functionality.