Solimar Online Support utilizes a Web-based screen-sharing application that allows us to deliver person-to-person technical support to our customers through secure ScreenSharing technology. This technology allows us to increase first-time problem resolution and reduce problem-handling time. It also allows us to remotely view a customer's desktop and share mouse and keyboard control, allowing us to quickly identify and resolve problems or show a customer what to do step-by-step. We will also be able to download files directly to your Solimar system if needed.
Solimar Online Support is browser and application independent and requires no pre-installation, setup, configuration, or rebooting of the customer's Solimar system. The customer will retain ultimate control of their Solimar system during the entire Online Support session and may end a session at any time.
Online Support needs to be prearranged with a Solimar Support Technician. Please call +1.619.849.2800 to utilize this service.
Once you have scheduled this service, you will be asked to initiate an Online Support session with a member of the Technical Support Team. During the initiation process, you will be prompted to download a small self-installing plug-in that will allow our Technical Support Team to view your Solimar system. Please select "OK" when prompted to download the application and initiate a session.
In order to access Solimar Online Support and initiate a session, customers must have an Internet connection (28.8Kbps minimum) and a Pentium-class PC running Windows NT/2000/XP.
Solimar's Online Support system a Web-based screen-sharing application that allows us deliver live, person-to-person computer help to our customers through screen sharing technology. This technology allows us to increase first-time problem resolution and reduce problem-handling time. It also allows us to remotely view a customer's computer screen and share mouse and keyboard control, enabling us to quickly identify and resolve problems or show a customer what to do step-by-step. The Online Support system is browser and application independent, and completely Web based. As a result, it requires no pre-installation, no setup, no configuration, and no rebooting of the customer's computer. The only requirements for initiating an Online Support session are a valid maintenance agreement, an Internet connection, and the ability to download a self-installing plug-in to the Solimar system.
A login ID and password are required to initiate an Online Support session and will be provided to the customer by a Technical Support Representative via the telephone. Once the customer has logged into the Online Support system, they will be presented with a session initiation screen. The customer will be asked to enter their company name in the initiation screen in order to establish communication between the Technical Support Representative and the customer's Solimar system. Once communication has been established, the customer will be prompted to download a small, self-installing plug-in that will allow the Technical Support Representative to remotely view the customer's screen and control the customer's mouse and keyboard. The Technical Support Representative will also be able to transfer files if necessary. The plug-in application will be automatically removed from the Solimar system when communication is terminated and the customer can end the Online Support session at any time.
Unlike other remote-assistance/diagnostic technologies, Online Support encourages user participation throughout the entire support process. Rather than employing an invisible diagnostic tool that explores the user's computer, this technology allows the user and the Technical Support Representative to work together in real time. As a result, the user can learn firsthand how to correct the problem while watching or taking instructions from the Technical Support Representative.
At the beginning of an Online Support session, the Technical Support Representative and the customer are connected via a communication server. To ensure that only the designated parties are connected, large randomly generated session keys are used that both parties must present. The screen data that is passed during a session is highly compressed using proprietary technology that can be viewed only via this technology. This data is also encrypted using AES 128-bit encryption.
Yes, our plug-in application is safe and regularly checked for viruses. The warning message that may appear on your screen is a default message that is displayed by your browser when you download any executable file.
Online Support works by forwarding screen outputs and mouse and keyboard inputs between the user's computer and the Technical Support Representative's "Viewer". During an Online Support session, an image of the customer's desktop will be continually forwarded to the Technical Support Representative's Viewer for analysis. The Technical Support Representative can manipulate any screen element or application on the customer's Solimar system with mouse and keyboard control - just as if the rep were seated in front of the user's computer. However, the Technical Support Representative can only see what is open on the Solimar system or what the customer chooses to display. Therefore, it is important for the customer to close any applications that may be sensitive or confidential prior to initiating a Online Support session.
Absolutely. Online Support leaves the ultimate control in the hands of the customer. The customer actively participates in the screen-sharing process and observes every step that is taken to resolve the technical issue. The customer can retake control of the mouse and keyboard or end the entire Online Support session at any time.
In order to establish an Online Support session, customers must have a valid maintenance agreement, a connection to the Internet (28.8Kbps minimum), and a Pentium-class PC running Windows NT 4.0 or 2000.
A minimum connection of 28.8Kbps is required. Because this technology conforms to available bandwidth, it is broadly applicable irrespective of computer processing speed or available bandwidth connection.
In addition to collaborating together using this technology, the customer and Technical Support Representative can send files to each other using the File Transfer option. File Transfer does not use the traditional File Transfer Protocol (FTP), but instead relies on the same secure, firewall-friendly technology that powers Online Support.