Logixs Solutions is proud to provide the easiest, most secure and affordable web-based remote support solution available today. With just a web browser and an internet connection, using the latest in remote support technology our operators can establish an immediate secure connection between our technical support centre and your users PC, providing on-demand remote technical assistance as if you were sitting right next to them.
Our remote support solution allows the user access to quickly resolve support issues by allowing them to focus directly on diagnosing and solving the problem or educating the user, and less on visualising problems over the phone and blindly guiding toward a solution.
Delivering On-Demand Technical Support to Your Users - Anywhere and Anytime
Remote Desktop Support that Drives Productivity
Our Industry recognised Remote Support System allows our operators to establish highly secure support sessions with your users, then view and take shared
control of their computer. This means your staff receive fast and highly secure support without having to go through multiple calls to diagnose problems. No more
expensive on-site visits or downtime. With Logixs Solutions Technical Support Package your users receive support, and then continue working almost immediately.
Benefits for Your Business:
- Shorten call times and reduce repeat calls for the same issue
- Decrease the need for on-site visits
- Increase first time call resolution
- Upload files for quick analysis or download patches and updates
- Diagnose and resolve problems faster via remote screen sharing
- Improve customer satisfaction by resolving issues on the first attempt
- Provide off-site technical support without ever leaving your office
- No software pre-installation or port configurations required
Key Features
Logixs Solutions is setting the standard for affordable, secure and easy- to-use technical support solutions. Currently used by numerous businesses around the UK, Logixs Solutions helps to decrease internal IT costs and to increase IT user satisfaction. Technical Support is sold as a one stop solution - making it the perfect remote support solution for any company.
The industry-leading feature set allows Logixs Solutions Operators to:
- Instantly view your users desktop
- Solve problems via remote screen sharing
- Access and support unattended PC's and Macs
- Take remote control of your user's PC or Mac in seconds
- Attend up to five users simultaneously
- Transfer files from and to a customer's computer system
- Reduce your telephone support costs by using the VoIP capability
- Provide the human touch during remote support using videoconference
How it works
Log on to our Support Web Page
To start a support session simply login to our dedicated Customer Support Secure Web Environment. Here you will see one of our Analysts waiting to assist you. One the call is initiated your users are able to receive information or to initiate a support session with the analyst.
Start a Remote Support Session
To start a support session your user just clicks on the live contact button on our website or clicks on a URL link or live contact button embedded in an email invitation. Your staff are prompted before initiating any remote access, control or monitoring sessions, this is for added security and allows our analysts time to confirm with your user that they are familiar with the system and ready to be assisted.
Once a remote control has been initiated, support analysts can view a customer's PC as if they were sitting right in front of it. The analyst can then - in real time - assess the function or process that the user is reporting difficulty with, act upon timely information as seen and provide immediate resolution.
Closing The Remote Support Session
Once the user is satisfied that the problem has been resolved, the analyst can then close down the remote support session. This effectively closes the link between your users PC and our support system, no loose ends are left open as with some remote support software, and all 'back doors' are firmly closed with this operation.
Security is paramount with this type of solution, and we have taken every precaution and have looked at every weakness to ensure that the product we supply as our preferred method of entry meets stringent standards when dealing with connectivity. All information regarding the session is logged into our Support Administration console which provides us with accurate information for reporting and analysis of resolution and call times. This information is readily available for all our clients via our support centre.
Key Technical Features
Logixs Solutions is setting the standard for affordable and secure Technical Support. Currently used by businesses throughout the UK, Logixs Solutions strives
to decrease the costs of maintenance contracts and increase client and user satisfaction through timely response and resolution without the need for hefty call
out charges and hours wasted with system down time.
Logixs Solutions remote desktop support features:
AES 256-bit-Encryption
Security is an important issue with remote support users. All remote control sessions are encrypted with 256-bit AES encryption and strict security measures that refuse unauthorised personnel access to your data, programs and systems.
On Demand Remote Control
Using the remote control feature, the support analyst can view and take shared remote control of the users computer in seconds. Our Remote System allows our analysts to the control of any PC or Mac system.
Unattended Remote Control
The unattended remote control feature allows for our support analysts to control, manage and administrate remote computers even if no one is present at the remote machine. Using the latest technology which can be temporarily or permanently installed on a machine, the analyst has full access to the machine at all times.
Desktop Sharing
Our Support Team can assist not only with resolution of problems - but also provide presentations, demonstrations and assist with user training. The system allows for up to 5 simultaneous sessions to one operator.
Remote Diagnostics
With Remote Diagnostics, our analysts can easily gather technical information about the user request supports computer such as details about the operating system, service packs, IP configuration, free and total memory.
File Transfer
Our Analysts can easily transfer critical files to and from the user requesting supports system.
VoIP and Videoconference
Our system can reduce telephone costs by using built-in VoIP capability. This allows our users to see and hear our support analysts which bring back the human touch to remote support.
Support Incedient Escalation / Session Transfer Between Support Analysts
By simply clicking a button, support incidents can be transferred between our support analysts, decreasing the time associated with escalation and reducing incident backlog.
Reboot and Reconnect
The Reboot/Reconnect feature allows the support analysts to reboot and automatically reconnect the user requesting supports computer during a support session; this is extremely useful when installing updates or new applications.
Security
Logixs Solutions uses the latest technology to ensure that all data exchanges are completely secure between our support analysts and the user of our remote
support tool, both during and after any support session. The security measure incorporated such as AES 256-bit encryption are designed to stop the any
unauthorised person from gaining access to customer data or systems.
Security measures are implemented on three levels:
Secure Access
Our System limits access to its utilities using logins and passwords. Administrators can elect different access privileges and IP ranges for each analyst. Passwords are stored encrypted and do not travel across the internet during the login process.
Secure Data Transfer
Our System uses the support analyst's password, strict security algorithms and additional, as needed, security levels to encrypt data before transfer, ensuring total security.
Secure Data Storage
The data is also stored in the systems database in an encrypted format. Rapid decoding allows for instant retrieval when an administrator needs to consult the session data.