Teklab, Gauteng-based Microsoft Certified Solutions Consultant, has announced the addition of Remote Network Management (RNM) to its set of services.
RNM was the brainchild of Teklab`s team of support engineers who constantly find themselves on the road, wasting valuable time travelling from customer to customer.
In the fast moving world of today, where computers govern our existence and help us fulfil our daily duties, it is absolutely imperative that our PCs and servers are available to us and are fully functional at all times as we expect them to be.
RNM is done using Microsoft NetMeeting and a modem or an Internet leased line. The benefits or RNM are multifold:
1. Reduced call out time
Our helpdesk operators are capable of connecting to a troubled server or workstation within seconds of a customer initiating a support call.
Support engineers do not have to travel from customer to customer unless really necessary.
2. Reduced support costs
Travel costs are reduced substantially; customers will only incur travel costs in extreme circumstances.
We invoice a ten minute initiation fee and thereafter per minute, as opposed to hourly. The cost of the telephone call is included in our rate.
3. Reduced downtime
We are able to sort out problems quicker and more effectively.
4. More effective service
With RNM our helpdesk operators are able to gauge the severity of an incident and therefore insure that an adequately skilled engineer is despatched should it be required.
5. Access to more resources
By supporting you, our customer, from our offices, our engineers and helpdesk operators have access to the vast amount of resources we have at our disposal. These include numerous CD`s, manuals and other troubleshooting materials that they are unable to carry with them.
6. Security
This is a big concern to us and this is dealt with in the following way The following items are required for us to initiate a secure connection to your LAN:
a. A telephone number or an IP address for our support staff to enable us to establish a connection. This can be connected or disconnected at your discretion.
b. A valid username and password with sufficient access privileges to perform the tasks required. Should you feel it necessary you could change this password or username to ensure your network integrity.
c. NetMeeting establishes a secure connection to validate the password and to initiate the remote control session. This security is similar to the secure connection that is established between your web browser and the server at an Internet banking site. This is industry standard secure communications and it carries the approval of all companies currently provide secure access to online facilities.
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