Remote Support Appliance Proven in the Field

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NetworkStreaming's appliance solves remote support and PC remote control problems.

In August 2004, NetworkStreaming officially released SupportDesk on the NS Support Appliance, an integrated software/hardware solution for remote PC support. Now with a year in the field to back its business case, the software company elevates appliance-based remote support to its primary focus.

Nathan McNeill, VP of Product Development, explains the rationale driving the appliance focus: "NetworkStreaming has been very deliberate in our choice of the appliance model. It is our solution to the self-host vs. outsource dilemma. We wanted to offer something that would be easy and secure to deploy while also offering a lower total cost of ownership.

"The NS Support Appliance uses the industry's leading security architecture and technologies for remote support solutions. Our customers can fully deploy the appliance in under an hour and begin saving money immediately rather than sacrificing anything to deployment time. They can also rest assured that session data will be kept under lock and key."

To maintain integrity and security, companies must protect the data that is transferred from the employee or customer's machine to the support representative. NetworkStreaming's Remote Support Appliance allows all data to be routed through your company's existing infrastructure. Your data is not outsourced through an ASP to a 3rd party data storage facility.

The appliance has had positive response from clients in 50 states and 32 countries.

By hosting the NS Support Appliance in-house, companies reap a number of benefits that enhance remote assistance. The hardware's Administrative Interface enables an administrator to set profiles for each support representative, view support session details in reports and logs, and customize the session login screen. Hosting the appliance in house also allows companies to meet compliance requirements of secure data transmission by automatically tracking the productivity of support reps and building a database of procedures and processes.

Its turnkey deployment eliminates both the need to load the application on a server and the risk of affecting any other applications running in a shared server environment. "Most NetworkStreaming clients are up and running in half an hour after opening the box," says Director of IT, Chris Gurley.

Device ownership also abolishes the monthly licensing fees formerly required for using PC remote control software. The NS Support Appliance gives companies all the flexibility associated with ASPs without the cost.

"It's like an ASP in a box, making the tradeoff between cost and flexibility disappear," says McNeill. "The NS Support Appliance makes satisfying compliance easier, gives the peace of mind only a secure hardware device can provide, and does so while lowering total cost of ownership and retaining flexibility."

As the first and only company offering online remote support and PC remote control in a box, NetworkStreaming is thinking outside the box.

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Patrick Norman
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