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IBM Assist On Site
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IBM Assist On Site


What is IBM Assist On Site (a.k.a. AOS) ?

Live Remote Assistance
With our live remote-assistance tool, a member of our support team can view your desktop and share control of your mouse and keyboard to get you on your way to a solution. The tool can speed up problem determination, collection of data, and ultimately, your PMR solution.

Customer Benefits
   -   Virtual Deskside Support. Allowing us to view your monitor in real-time is like having us by your side guiding you step-by-step.

   -   Session Recording. Our support representative can record your session, then, replay to senior members of our team.
   -   Faster PMR Closure. 55% of Customer feedback shows that their PMR was resolved by using AOS

How to Get Support
A member of our support team will talk with you first to determine the nature of the problem. You should open a PMR via the normal methods and the support engineer will decide whether this tool is the right approach for your particular problem.
There are currently Three methods of accessing AOS:
   1.   Complete and submit the IBM Assist On-site request form. This is the standard method relied upon for years by our Clients.
   2.   Download the AOS Plug-in for the IBM Support Assistant. Just released.
   3.   Due to some Client-side download restrictions, we've created a standaolone AOS application, avoiding the need to download a temporary .exe plugin file. A support engineer can supply this tool upon request.
 

Frequently asked questions

How does this service work?
Once you connect to the service, you are prompted to download a small, self-installing executable plug-in. This plug-in executable contains an encryption key that opens up the communication 'pipeline' between you and the support representative. At your explicit approval (You will be prompted), this 'pipeline' allows our support representative to chat, view your desktop or share control of your mouse and keyboard.

Can I use AOS in my environment?
Test your connection using our Online Connectivity Tester. The Tester can be accessed on the AOS Homepage.
Requirements for a succesful connection is "Req 1" and the selected Geo from the IBM Assist On-site request form

 

Hostname / GEO

IP

Ports

Req 1

 aos.us.ihost.com

72.15.208.234

8200 or 80

Req 2a

Americas Relay

72.15.208.234

8200 or 80

Req 2b

EMEA Relay

81.144.208.229

8200,443 or 80

Req 2c

Asia Pacific Relay

203.141.90.53

8200,443 or 80

Can my support representative look through files without my knowledge?
Absolutely not. Your representative sees only what you see and whatever you permit him or her to see on your computer screen. Before your support representative views your screen, your permission is required. It is your responsibility to close/minimize all documents containing private information prior to any viewing or shared control session. At any time during a support session, you can take control of your computer just by moving your mouse. You will be in charge at all times.

 How is security maintained?
At the beginning of a screen-sharing session, you and your support representative are connected via a communication server. The screen data that is passed between you and your support representative during a session is highly compressed using proprietary technology that can be viewed only with GoToAssist software. This data is also encrypted using 128-bit Advanced Encryption Standard (AES) encryption. Privacy principles are TRUSTe compliant. After the session has ended, your support representative can no longer see your screen or access your computer unless you make another explicit request for support.

More information can be found in the Assist On-site Security technote.

What are the minimum requirements for my computer and Internet connection?
For your support representative to view your desktop, your computer should meet these requirements:

  • 28.8Kbps or greater Internet connection (56K recommended)
  • Required Pentium-class PC running Windows 95, 98, 2000, Me, NT 4.0 or XP
  • Internet Explorer 4.0 or later, Netscape Navigator 4.0 or later or Mozilla Firefox 1.0 or later
  • Access to ports 80, 443, and 8200
  • Recommended: Ability to make direct outgoing TCP connections, or availability of a SOCKS server or an HTTP proxy

Is the plug-in virus free?
Yes, the plug-in is safe. We're as concerned as you are about this issue, so regular virus checks and updates are conducted. This helps us maintain our technology at the highest standard to ensure superior quality service. The warning message you might see on your screen is a default message displayed by your browser when you download executable files. You can feel confident using this plug-in.

What is the size of the file that I will download to engage in a screen-sharing session with my support representative?
The file size ranges between 329 kb and 580 kb.

Are there any files or folders left on my computer after the session ends?
The downloaded file stays on your computer; however, the file is useless without a new "encryption key." To download a new encryption key, you would need to initiate a subsequent session with a support representative. Screen-sharing sessions have to be initiated by you, not a support representative. 

For additional information, please visit the IBM Assist On Site website on IBM.com.

CD Publication Date: January 2009
© Copyright IBM Corporation 
2009