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Call Collabra Networks Support at (707) 780-1561 ext. 2.

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The Collabra Networks Secure Remote Computer Support System is used by our IT helpdesk technicians and Systems Engineers to provide instant remote support to our customers. We can connect to a remote PC, Mac, or smartphone* over the web in seconds, without the need to pre-install software.

Key Features
Rapid Remote Incident Resolution
• Manage up to ten (10) active sessions at once per technician with multi-session remote control
• Gain a snapshot view of system info, such as startup programs and processes
• Log in as a Windows Administrator
• Transfer files & push web pages to end user desktops
• Copy/paste relevant information quickly with two-way clipboard
• Use the Script Deployment feature to remotely install software, straight from the Technician Console.
• Capture, view and export History/Notes from support sessions
• Be audibly alerted when a customer has entered the Queue
• Receive alerts by email if no technicians are logged in when a session enters the queue
• Reboot and reconnect to remote computers for seamless support sessions, even in Safe Mode, or when computers are unattended
• Start, stop, save, & force screen recordings of support sessions
• Use Whiteboard/Laser Pointer for enhanced communications
• Run the Technician Console in Internet Explorer or Mozilla Firefox

Powerful Administration Center
• Assign and manage permissions at a granular level
• Predefine Support Channels and assign to specific Technician Groups
• Use the Report Generator to gain feedback on entire system performance
• Monitor Customer Feedback reports via customizable post-session evaluation Rescue surveys or on a self-hosted URL
• View all sessions that “timed out” in the Queue when no technician picks them up
• Add, start, end, put on hold, transfer, or monitor sessions

State-of-the-Art Security
• End-to-end, 256-bit SSL encryption for compliance with HIPAA, Sarbanes-Oxley and other federal and local legislation
• Multi-level, permission-based access
• Allow IP address filtering
• Define password expiry policy
• Enforce minimum password strength
• Forced password change
• Auto-revocation of access rights when session is terminated
• MD5 Hash for enhanced security and traceability of file transfers
• Hosted at a leading, carrier-grade data center with restricted, secured access, redundant power, dual HVAC, fire detection systems and 24/7 network monitoring
 

Calling Card Applet
• Creates a desktop icon that our users click to request support
• Report on Calling Card usage across our user base
 

Integration
• API supports SOAP/Web Services and HTTP Post/Get
• Post session details to a URL
• Attach CRM/Ticket data to rescue sessions
 

Fast Connection Times
• Web based, for anytime, anywhere access without pre-installing software
• Multiple ways to connect customers to technicians: PIN Code, links on your web pages, by email or the Calling Card applet
• Fast-loading Chat applet
• Technicians receive advance notice of incoming sessions when download of the Chat applet is initiated
• Instant, channel-specific customer contact via the Calling Card applet
• Custom, predefined replies save time when responding to common support requests
• Ultra-fast remote control with patent-pending, point-to-point technology handoff
• Firewall-friendly technology requires no network changes
• Monochrome Remote Control facilitates low bandwidth, dial-up connections
 

Ensure Requests Reach the Right Technicians
• Auto-route requests to specific Technician Groups
• Distribute requests through a Global Queue for handling by the next available technician
• Transfer active sessions to alternative technicians, along with Notes and Chat text
• Load balance incoming support requests
 

Easy for Our Remote Customers
• Chat applet is easier to use than instant messenger programs
• Chat applet downloads quickly, and automatically uninstalls at session termination
 

System Requirements
Rremote devices that we can support:
Windows Vista, XP & Server 2003 (all including 64-bit); Windows ME & 2000;
Apple Macintosh OS X 10.4 (Tiger) & 10.5 (Leopard) Windows Mobile 5.0 & 6.0; Symbian 3rd Edition
Optimal performance over broadband Internet connection
(T1, cable modem, ISDN, or DSL); 28K dial-up supported