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

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.

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

	The software is installed with two mouse clicks.	ISL Light is automatically launched from the website, installed and configured. No reboot is required.
	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.
	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.
	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
	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.
	A supporter can solve your problems	Click F12 to give him control of your mouse and keyboard and watch him solve the problem.
	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.
	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)
	Fixes problems with different resolutions	The software supports expanding and minimising the window and dynamic zoom
	Exchange files without sending emails	To download a file, all you have to do is upload it to your desktop.
	Sketch a solution.	The user's desktop can be used as a sketching surface.

3. Remote support process