ANYWHERE, ANYTIME SUPPORT
When remote employees, partners or customers need immediate technical assistance, Virtual Assist enables a technician to assume full control of the endpoint desktop or laptop, eliminating costs and delays associated with equipment cross-shipping or technician off-site travel. With the user's permission, the technician can gain instant access to the computer using a Web browser, making it easy to diagnose and fix a problem. Users experience improved customer service and resolution time, allowing them to be more productive.
EASY-TO-USE CUSTOMER PORTAL
Virtual Assist provides an easy-to-use Web portal that can enhance the customer's experience with a user-friendly look-and-feel. Customers may either log on to the portal and request remote support directly, or accept an e-mail invitation from a technician to start a remote support session. In addition to Windows, Virtual Assist is also available for customers that need assistance with Mac® computers.
INTERACTIVE COMMUNICATION TOOLS
Users may interact directly with the technician in real time during the support session using a robust built-in chat feature. File transfer capabilities allow the users to receive necessary file updates from IT in real-time as needed. Users are free to end the remote support session and any time.
CLIENTLESS CONNECTIVITY
Clientless connectivity eliminates the need for IT to pre-install "fat" clients at the remote endpoint computer, greatly reducing remote deployment overhead from travel and cross-shipping costs, and eliminates frustration from users attempting to install and configure clients on their own.
EASY MANAGEMENT OF REMOTE SUPPORT
Virtual Assist provides an easy-to-use technician client to facilitate the management and scheduling of the support queue, or invite specific users via e-mail. Furthermore, Virtual Assist integrates seamlessly with the SonicWALL SSL-VPN administrative interface, enabling IT administrators to easily license and configure the module for a variety of deployment configurations, including internal IT help desk, global call centers, or support from trusted third-party consultants. Chat, file transfer and diagnostic utilities are available to the Technician in order to improve time to resolution for issues. The option to receive email notification once a customer requests support also allows a Technician to be engaged in other tasks while waiting for requests. The technician may end the remote support session at any time.
LEVERAGES EXISTING INFRASTRUCTURE
Seamless integration of the SSL VPN appliance behind any firewall enables organizations to leverage their existing network infrastructure. Tight integration with existing LDAP, AD, NT Domain, RADIUS, RSA, Vasco or one-time password authentication infrastructure ensures that technician identities are confirmed and prevents unauthorized access to customers' systems. It also enables an administrator to granularly segment technicians into various groups, each with different access privileges.
256-BIT AES SSL ENCRYPTION
The entire support session is secured via the SSL VPN appliance using 256-bit AES SSL encryption. This not only provides a secure environment for the data, but also assists in efforts to comply with internal and external regulations such as Sarbanes-Oxley and HIPAA.
1Feature only available on SSL-VPN 2000 and SSL-VPN 4000 appliances.
