Remote Support

Why use remote support?

In years gone by, we would often have spent time trying to replicate issues or drive out to schools to see faults first hand. In retrospect, this was slow, costly and inefficient, and although we still encourage our team to get out of the office and engage with schools face to face, there is no denying that the development of remote support tools has transformed how we deliver our core support to schools.

The ability to rapidly and securely connect to our customers to assess issues within a live environment greatly reduces the amount of time it takes to diagnose cause and find a resolution, meaning schools can be back up and running with the minimum of inconvenience.

What tools do we use?

MIS utilise a range of industry-leading support tools that allow us to securely remote to your PC or SIMS server. For schools within the Gateshead domain we use Real VNC and for schools and academies beyond the Gateshead domain we deploy Citrix GoToAssist Remote Support.

Both solutions are highly secure and remote access can only be obtained with customer consent, meaning we guarantee your privacy and cannot view your PC without your permission.

Why GoToAssist Remote Support?

We have chosen this product as our preferred remote support tool for a number of key reasons.

 

Security

Built to the highest standards, you can be confident that your data is always safe.

With secure password authentication, GoToAssist is resilient against a wide variety of attacks using 128bit Advanced Encryption on Secure Socket Layer (SSL) technology to keep your data well away from the internet.

Performance

A solution that is always there when you need it most.

Using high-capacity servers and up-to-date network equipment.

Built in protection against single points of failure.

Load-balanced sessions across worldwide communication servers, GoToAssist ensures maximum levels of reliability and connectivity.

Features

2-way Screen Sharing – allows customers and support staff to share each other’s screen, mouse and keyboard control. This can be an effective way to provide one to one remote training sessions or demonstrations to school staff using our training data.

Unattended Support – provides the ability to upgrade and maintain your SIMS server and workstations in the background so we don’t disrupt your working day.

File Transfer – securely send and receive files. Ideal for applying patches, and sharing files without the need for unsecure email attachments.

Session Recording – all our remote support sessions are retained as video files for up to 90 days. This acts as an audit log of our activity but more importantly it can be invaluable in sharing experiences and solutions to other members of our team.

Mobile Support – being able to deliver support from any iOS or Android device allows us to work from any location using mobile devices such as tablets or phones! We can also remote onto and support your own mobile devices such as classroom iPad’s.

GoToAssist contains everything needed to make the support experience work for both our customers and our support team.

If you would like to know more about our use of Remote Support tools, please don’t hesitate to give us a call.