Marketing description

Today, customers receive technical support by phone, e-mail, chat and pre-installed remote support clients - often resulting in a cumbersome, time consuming and frustrating experience. With customer satisfaction being a key business driver for IT and technical support departments, employing user friendly tools is critical for enhancing service levels, improving resolution times and minimizing costs.
SonicWall Virtual Assist is a clientless remote support tool that enables a technician to assume control of a customer's PC or laptop for the purpose of providing remote technical assistance. With the customer's permission, the technician can gain instant access to the computer using a web browser, making it easy to diagnose and fix a problem remotely without the need for a pre-installed "fat" client.

Key selling points

• Anywhere, anytime remote support
• Clientless connectivity
• Chat functionality
• File transfer capability
• Tight integration with existing LDAP, AD, NT Domain, RADIUS, RSA or Vasco infrastructure
• Diagnostic capability
• Logging and reporting functionality
• Easy-to-use customer web portal
• Technician web portal and standalone client
• Integration with SSL VPN administrative interface
• 256-bit AES SSL encryption
• Seamless integration of the SSL VPN appliance behind any firewall

Product features

• Anywhere, anytime remote support
  Anywhere, anytime remote support improves customer satisfaction and support staff productivity.
• Clientless connectivity
  Clientless connectivity eliminates the need to download and pre-install a "fat" client, minimizing customer frustration and set-up overhead. In addition, the "thin" client greatly reduces on-site travel expenses and equipment cross-shipping costs.
• Chat functionality
  Chat functionality provides an efficient communication alternative to costly phone support.
• File transfer capability
  File transfer capability provides fast, convenient and secure access to local and remote files.
• Tight integration with existing LDAP, AD, NT Domain, RADIUS, RSA or Vasco infrastructure
  Tight integration with existing LDAP, AD, NT Domain, RADIUS, RSA or Vasco infrastructure ensures that the customers' identities are confirmed. Alternatively, the local database of the SSL VPN appliance and tokenless two-factor authentication can be utilized.
• Diagnostic capability
  Diagnostic capability enables a technician to quickly obtain system information from the customer's computer.
• Logging and reporting functionality
  Logging and reporting functionality enables managers to supervise remote support activity within the organization.
• Easy-to-use customer web portal
  Easy-to-use customer web portal enhances the user experience by providing a familiar look and feel for both Windows and Mac customers.
• Technician web portal and standalone client
  Technician web portal and standalone client facilitate the management and scheduling of the support queue.
• Integration with SSL VPN administrative interface
  Integration with SSL VPN administrative interface enables the IT administrator to easily license and configure the module.
• 256-bit AES SSL encryption
  256-bit AES SSL encryption of the data by the SSL VPN appliance provides a secure environment for the data and assists in the effort to be compliant with data protection regulations.
• Seamless integration of the SSL VPN appliance behind any firewall
  Seamless integration of the SSL VPN appliance behind any firewall enables organizations to leverage their existing network infrastructure.