Remote Support

Remote desktop support (RDS) is a way of giving the help desk access to your desktop and to work on your computer, over the internet.

Such help is quicker and easier, and the cost of support is lower. You do not need any computer skills to use this help, as the whole process is automated.

Remote Support

All communication is initiated through the HTTP protocol (port 80) and is also possible over secured networks (closed firewalls). The transmitted data is protected (encrypted with SSL), so that the connection is secure. We will also not install any program on your computer that would constantly monitor the internet and could be used to break into the system. This means that you decide when support will have access to your data.

1. How do we use remote support?

1. First, call support by phone and tell them that you want remote support.
2. Once the support agent connects to the internet and tells you that they are ready over the phone, the remote support will start.
3. The support will give you further instructions over the phone. Voice communication will take place over the phone, and at the same time, you will work together on your application, over the internet.
4. If you communicate with support via RDS program text messaging, a transcript of your conversation will be saved. A transcript is extremely useful as it allows you to look back for instructions on how to resolve the problem later.

WARNING Remote support is usually a billable service, for which you will get an invoice from your DataLab partner. For more information and details about the charging method, please talk to your DataLab support staff or your Datalab partner.

2. Features of remote support

	The program is installed with two mouse clicks.	ISL Light is automatically launched from the website, installed and configured. No restarting of the computer is needed.
	The highest level of protection over the internet connection that is available in remote support programs.	All data connections are encrypted with SSL and with the use of symmetric 128-bit keys. X.509 certificates are used to ensure the originality of the transmission.
	The security of your firewall is not compromised.	Because the support program activates the connection to the server, the connection with your existing firewall works and does not require any settings changes.
	Lower cost for the user, because the phone call is only needed to arrange the establishment of connection.	Text Chat between the user and support is possible before and during desktop sharing. A transcript of the conversation is saved, so that it can be used to solve the issue again.
	Let support show you the solution	Clicking the button enables support to view your desktop. Support can also show you how it works on their computer, as reverse communication is also possible.
	Support can solve your problems	Clicking the F12 key gives them control of your mouse and keyboard, so you can watch how to solve the issue.
	High performance, beautiful display	Only the image of the screen of the remote computer is transmitted over the network and is only refreshed when (part of) the original is changed. For smaller-sized packets, the data is further compressed.
	Improve performance of poor internet connection	Fast connection enables the display of more colors (24 bits). When the program detects internet slowdown it reduces the number of colors (up to 256).
	Fixes different resolution problems	The program supports expanding and minimizing the window and dynamic zoom.
	Exchange files without sending e-mails	To download a file, you only need to download it to your desktop.
	Sketch a solution.	The user's desktop can be used as a surface for sketching.

3. Remote support process