Internet-based Remote Support for Help Desks

NetOp On Demand is a secure, fast and scalable solution for Internet-based remote control and assistance. NetOp On Demand is designed for help desk environments where end users are located outside the organization's private network and may require one-time or infrequent temporary support. With NetOp On Demand the help desk representative can access and physically solve the end user's PC problems rather than just trying to talk the end user through the steps necessary to diagnose and resolve issues.

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NetOp On Demand, which is launched from within the award-winning NetOp Remote Control Guest interface, was designed for organizations that provide support to a dynamic set of end users outside the organization's private network. NetOp's "remote hands-on" efficiency results in closing service tickets quicker, avoiding problem escalation, and often increasing customer satisfaction. And with NetOp On Demand, end users don't need to pre-install or configure the software or firewall settings prior to receiving remote support. End users simply download a small self-executing application from a designated website, which is temporarily stored on their computer, grant the help desk permission and receive personalized support.

When help desk remote assistance is needed, the end user simply clicks a web link to download a 650k NetOp On Demand Host file. This file self-extracts into the user's memory creating a temporary remote access solution.

NetOp On Demand offers two options for end users to contact your help desk. In the Help Service mode, the request is automatically queued to the help desk staff where it awaits the next available representative. With the Service Ticket mode, the end user enters a unique, one-time service ticket number which ensures that the NetOp On Demand Host connects to that specific help provider.

NetOp On Demand requires the end user to Confirm Access before any session can start. Specific features can be enabled, including: view the remote screen with or without keyboard and mouse control; allow help provider to only point to items on the remote PC without actually controlling it; allow or deny sending and/or receiving files; and text chat messaging.

Once approved, your help desk representative can now easily see the remote screen and provide immediate assistance. When the problem has been solved, or anytime during the session, the end user can simply click a disconnect button which immediately ends the session and erases NetOp On Demand from the PC.

NetOp Security

• User-Confirmed Access - The end user must manually grant permission to the help desk representative to access their computer.
• Emergency Disconnect Button - The end user can exit at any time by pressing a hotkey.
• Security Roles - NetOp On Demand Hosts can be configured with different feature permissions.
• Extensive Event Logging - For auditing, NetOp On Demand can log session activity of more than 100 different NetOp events. Files are logged to a local file, to the NetOp Security Server, to the Windows Event Log, or to a SNMP-enabled management system.
• Powerful Encryption - Sessions between the end user and help desk representative can be encrypted using up to 256-bit AES encryption, 256-bit SHA HMAC's integrity check, and 2048-bits Diffie-Hellman key exchange.
• Session Recording - All screen activity from the end user's computer can be saved to a file at the help desk center for later replay.

Modules

NetOp Remote Control 8.0 Guest EX
This extended NetOp 8.0 Guest has a special serial number enabling sessions with NetOp On Demand Remote Control Hosts and is licensed per computer or named user.

NetOp On Demand Remote Control 1.3 Host
The NetOp On Demand Host consists of two files that are delivered pre-configured, packed, digitally signed, and ready-to-use. There is no license restriction on the use and numbers of Hosts that can be controlled by the Guest EX.

NetOp Remote Control 8.0 Gateway
The NetOp 8.0 Gateway is used to securely route up to 200 simultaneous NetOp sessions through a single module. Each Gateway module sends a Host's help request to multiple or individual help desk providers. The Gateway is usually recommended if your help desk center uses multiple support personnel and is installed separately.