We’re making some changes to the provision of remote support and remote device management, and currently trialling a new application and platform for this.
We currently use a number of different apps to provide remote support (accessing your computer to resolve an issue, or sharing our screen with you to demonstrate how to do something) depending on needs and availability.
Zoom is usually used for all scheduled meetings, since this provides the ability to talk via the application as well as viewing or sharing screens or webcams during the meeting. It’s easy to use and most customers have been able to access it without any problem. It doesn’t provide any form of ‘unattended access’, and is intended mainly as a way of holding an online meeting and sharing content, though does have the option for us to request to control your mouse and keyboard. We will continue to use Zoom for most of our Consulting Calls.
Our managed Internet security and anti-virus service, provided by Avast (previously AVG), includes the option for us to connect remotely to any computer that we manage, but this connection can generally only be made from our offices, and is not suitable for ad-hoc remote support. We’ve rarely used it, but will continue to include this option in Avast CloudCare deployments.
Our managedSupport application includes an option to request remote support on-demand, and this is the application that will be changing. Branded as ‘LiveWire screenshare’ this service gave several options and was often used for quick remote support sessions where we needed to troubleshoot an issue on a computer, or when Zoom could not be used for some reason. It also gave us the option of ‘broadcasting’ our screen via a webpage for training purposes. However, this application has provided unreliable lately and for this reason we are replacing it.
This will mean pushing out an update in the settings of our managedSupport application, so that the new app loads on-demand instead. It also provides the option of installing an application to run in the background, enabling us to request access at any time as needed, rather than first having to guide customers through loading the remote support application. Security is always important to us though, so this option is exactly that – an option – and customers would be prompted to allow or reject the access request. We are able to access from any of our devices, including mobile access, and will also be able to provide support for some mobile devices using this application in future.
We’ll be using both the LiveWire and SOS Connect applications through August, and intend to have the migration completed the first week of September.
If you have any questions about this, or want to see a demonstration of how these tools are used to help provide ongoing support, please let us know.