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.
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.