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Remote Desktop Support

 

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

This help is quicker and easier, and the cost of support is lower. You don't need any computer skills to use this help, as the whole process is automated.

Remote Desktop Support

009929.gif

All communication is initiated over the HTTP protocol (port 80) and this support is possible even over secured networks (closed firewalls). The data being transmitted is protected (encrypted with SSL) so that the connection is secure.

We will also not install any software on your computer that is constantly listening to the internet and could be misused to break into the system. This means that you decide when a supporter has access to your data.

 

Table of contents

  1. How do we use remote assistance?
  2. Features of remote assistance
  3. Remote support process

 

1. How do we use remote assistance?

  1. First, call your supporter by phone and tell them you would like remote support.
  2. Once the support agent has connected to the internet and told you over the phone that he/she is ready, start remote-support.
  3. The support representative will give you further instructions over the phone. Voice communication will take place over the phone, while you work together on your application over the internet.
  4. If you communicate with supporters via text messages from the RDS programme, then a transcript of your conversation will be preserved. A transcript is extremely useful as it allows you to look back later for guidance on how to resolve the problem.
WARNING

Remote support is usually a billable service for which your DataLab partner will invoice you.

For more information and details on how to charge, please talk to your DataLab supporter or partner.

2. Features of remote assistance

 

009930.gif The software is installed with two mouse clicks. ISL Light is automatically launched from the website, installed and configured. No reboot is required.
009931.gif Highest level of protection over an internet connection available in remote support programmes All data connections are encrypted using SSL and symmetric 128-bit keys. X.509 certificates are used to ensure the originality of the transmission.
009932.gif The security of your firewall is not compromised Since the support software activates the connection to the server, the connection works with your existing firewall and does not require any changes to the settings.
009933.gif Lower cost for the user, as a phone call is only needed to arrange the connection Text Chat between user and supporter is possible before and during desktop sharing.
The transcript of the conversation is saved so you can use it again to solve the problem
009934.gif Let a supporter show you the solution Click on the button to give a supporter access to your desktop.
The supporter can also show you how it works on his/her own computer, as reverse communication is also possible.
009935.gif A supporter can solve your problems Click F12 to give him control of your mouse and keyboard and watch him solve the problem.
009936.gif Fast performance, beautiful picture Only the screenshot of the remote computer is transmitted over the network and is only refreshed when (part of) the original is changed. For smaller packet sizes, the data is further compressed.
009937.gif Improve performance on poor internet connections Fast connection allows to display more colours (24 bits). When the software detects slowdown of the internet it reduces the number of colours (up to 256)
009938.gif Fixes problems with different resolutions The software supports expanding and minimising the window and dynamic zoom
009939.gif Exchange files without sending emails To download a file, all you have to do is upload it to your desktop.
009940.gif Sketch a solution. The user's desktop can be used as a sketching surface.
 

3. Remote support process

 

Start remote support This chapter introduces the start of remote support from PANTHEON.
Using remote support The chapter describes how to use the remote support mechanism, describes the process of changing the language of conversation, and shows how the internet chat is done. The chapter contains instructions on how to display the desktop to the support person and how to download files.
End of remote support This section shows the end of remote support.

 

  

     


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