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BeAnywhere Support Express v3

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Remote Access Anywhere

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Remote Access AnywhereTable of Contents

• What is BeAnyWhere Support Express• Technology• Product Features• Management Features• Integration Options• Wrap Up

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Remote Access AnywhereWhat is BeAnywhere Support Express

• Remote support solution for consulters, helpdesk

departments, VAR or RSP providers

• Allows remote assistance from anywhere at any time

• Works through any type of network architecture (fully

compatible with proxies and firewalls)



Remote Access AnywhereWhat is BeAnywhere Support Express

• More than 15 years of experience with remote

support technologies

• 30,000 clients / 190,000 techs around the world

• 5,000 support sessions a day


TECHNOLOGYBeAnywhere Support Express

Remote Access AnywhereYour remote Access To The World


Remote Access AnywhereTechnology>Architecture Overview

• Redundant infrastructure for routing and management, direct connection between peers



Remote Access AnywhereTechnology>Requirements

• Works even with ancient hardware

• OS: Windows 2000 or later (32 or 64-bit, Client or Server)

• Internet connection: 28.8Kbps (absolute minimum… don’t expect warp speed! )

• CPU: Pentium I @450MHz

• RAM: 128MB



Remote Access AnywhereTechnology>Security

• Network: Multi-layered secure communications:

• Web: HTTPS

• Communications protocol: AES-256 (default) or RSA-2048, encapsulated in HTTPS on some scenarios

• Network: Monitored 24-hour a day for disruptions or breaches (99,99% uptime, no security issues for almost 10 years)

• Software: BASE Agents can be setup with a Master password, with two modes

• Independent, individual password (more secure)

• Windows logon (more flexible) COMPATIBLE WITH ACTIVE DIRECTORY



Remote Access AnywhereTechnology>Security

• Software: Session information is recorded on the Event Viewer of the remote machines

• Software: OS can be locked after remote sessions with Agents

• Management: granular permissions for techs (restrict individual features)

• Management: restrict the access based on IP address



Remote Access AnywhereTechnology>Networking

• Firewall/Proxy friendly – Any network, any time

• Remote computer starts the connection

• UnPnP

• Three modes assure the establishment of the session in any scenario:

• UDP (P2P – achieved on 73% of all sessions)

• TCP (through gateway)

• Mixed mode (through gateway)

• Instant connection

• Rapid establishment of sessions through the use of a proprietary messaging system.



Remote Access AnywhereTechnology>Networking

• High Performance network• Dependable infrastructure, spread on Amazon EC2 datacenters

worldwide.

• Regional and national scalability• Network can be expanded in minutes with local servers,

responding to the needs of a specific country or region

• Blazing fast remote control• ~30% faster than Logmein



Remote Access AnywhereTechnology>Product

• True SaaS offer: FAST development cycles• NEW FEATURES at least every two months.• New API and management features, and new software betas

every couple of weeks.• We really LISTEN our customers and accommodate specific

feature requests in the less time possible (one month average). • One Click (or no click at all!)

• Generate PIN codes with only one click; send users to a direct URL which immediately starts a session.

• No software pre-installation, no admin privileges required• Neither for the applet nor the Console



Remote Access AnywhereTechnology>Product

• Portable version• Don’t send a lame Flash or Java viewer to do the job of a pure,

fast and stable C++ solution. Take BASE Console with you anywhere.

• Supports Windows RDP• If enabled, RDP can be used in the context of a BASE session.

• Unattended access• Install BASE Agent as a service on the remote machines and

perform remote sessions without any supervision.


PRODUCT FEATURESBeAnywhere Support Express

Remote Access AnywhereYour remote Access To The World


Remote Access AnywhereProduct Features

• Chat with clients• Remote Desktop• System Shell• File Transfer• System Dashboard• Port Forwarding• Calling Cards Engine



Remote Access AnywhereProduct Features>Remote Desktop

• Multi user and UAC compatible• Works seamlessly with Fast User switching or other multiple TS

scenarios. Mix RDP and BASE sessions simultaneously. Fully working with UAC.

• Reboot and reconnect with autologon• Request remote credentials, reboot and shutdown the computers in

session, and boot them in safe mode, logging in automatically.

• Full Screen, Auto-scale & Auto-scroll• Scale the remote resolution on the fly to whatever size you need or

scroll automatically through the screen.

• Color depth on the fly• Conserve bandwidth by working only with the amount of color you really

need, from grayscale to full color.



Remote Access AnywhereProduct Features>Remote Desktop

• Multi-monitor navigation• View monitors side by side or toggle between monitors for PCs with

multi-monitor setup.

• Two way clipboard• The user and the technician can seamlessly pass information between

computers.

• Session video• All the activity in the remote computer is automatically recorded and

then provided as a flash video through the Web

• Screen snapshots• Take a picture of the remote screen directly from the program.

• Laser Pointer and View only mode• Advanced interaction options.



Remote Access AnywhereProduct Features>System Shell

• Quickly perform support or sysadmin tasks, even on very slow networks or when the graphical system has crashed.

• Emulates the command prompt of the remote system, with the same permissions of BASE• Two options: Standard CMD or Powershell (where available)• Ability to run batch files or WSH scripts



Remote Access AnywhereProduct Features>File Transfer

• Upload and download files• File compression• Supports pause and resume• Tech can change the order of the transfer queue• Refresh, rename and delete files/folders; create folders



Remote Access Anywhere

• Powerful System Information Engine

Product Features>System Dashboard

Hardware

• CPU• Installed Memory• Motherboard• Monitor• Video Card• Video Mode• Audio Devices• Mouse• Keyboard• Drives• Ports• Printers

Operating System

• Version• Uptime• Date Installed• IE Version• License

information• Name of the

computer• Name of the user

logged on• System folder• Environment

variables• Installed Hotfixes

Resources

• Memory usage• Programs in

memory

System drives detailed

• Specs• Used/Free space• File System• Logical

information



Remote Access AnywhereProduct Features>Port Forwarding

• BASE Agents can be configured to act as a gateway between local applications and services.

• Create temporary or permanent port forwards to the remote network.

• Encapsulate any protocol in a BASE Session.• Emulate a VPN functionality in a quicker and much more

flexible setup.



Remote Access AnywhereProduct Features>Calling Cards

• Easily generate single or multiple calling cards with advanced expiration options:• Expiration date• Time left

• Search, view history and edit groups of cards or single calling cards.

• Forward cards to specific departments or groups.• Customize URL error messages presented to the clients.• Use BASE Calling Cards as a business generation tool.


MANAGEMENT FEATURESBeAnywhere Support Express


Remote Access AnywhereManagement>Customization

• Several customization vectors:• Applet: logo, messages and behavior can be personalized

• Exclusive link: create an easy to remember, direct link to immediately start support sessions

• Different standard URLs to chose from: pc112.cc; pc911.cc; start.ba; startcontrol.com… (more to be added)

• Calling cards must have an easy to remember custom prefix (4 to 8 digits)

• Text of the automatic e-mails can be customizable

• ADVANCED SESSION CUSTOMIZATION THROUGH APIs



Remote Access AnywhereManagement>Helpdesk>Permissions

• Granular management per Tech or Department:

• Divide Helpdesk Center teams in Departments with different attributions (each tech can be associated with several departments).

• Administrative access, session history, access to computers and all the session features can be configured independently.

• Session recording can be made mandatory

• Creation or receiving of requests can be customized.

• Routing of requests and advanced escalation procedures can be created.

• Different departments can have different applet customizations.



Remote Access AnywhereManagement>Helpdesk>Reporting

• Session history is searchable, editable and can be used to produce different reports, both to Clients and to HC Admins

• Missed sessions are logged and clients can leave messages

• Tech activity can be monitored in real time

• KPI information for techs can be produced, visually analyzed and exported.

• Client and Tech survey information can be visually analyzed and exported.

• Session recordings can be analyzed and shared



Remote Access AnywhereManagement>Clients

• BASE Agents

• Can be easily added, removed or edited

• Real time statistics

• Custom warnings

• When using the applet, web pages can be shown automatically to the clients on certain conditions:

• Defined schedules (e.g. to inform the user of different conditions for support applicable on certain schedules...).

• No connection.

• Applet closed (Show information at the end of a session or a warning if the applet is prematurely closed).

• Invalid Calling Card.


INTEGRATION OPTIONSBeAnywhere Support Express


Remote Access AnywhereIntegration>Exclusive Proxy

• Connect to computers with no access to Internet:• Completely transparent, with automatic configuration • Can be run as an application with no special permissions or as a

service• Definable interface bindings• Only authorize the utilization from specific IP addresses within

the LAN• Direct Connect – Use the less hops as possible



Remote Access AnywhereIntegration>APIs

• Customize, modify and perform pre-processing of support session requests.

• Start sessions from any software or web application.• Advanced personalization of the web interface for

clients.• Export and process session historical data.



Remote Access AnywhereIntegration>APIs>New Session

• Enables the generation of support tickets and corresponding BASE applets using a call to a webservice (XML through HTTPS, GET or POST)

• The webservice is capable of receiving optional parameters that are used to pre-configure the support request:

• Client name, number and e-mail

• Problem description



Remote Access AnywhereIntegration>APIs>Landing Page

• API allows Helpdesk Centers to use their own page for insertion on PIN codes or Calling Cards.

• A simple form is used to pass parameters to our webservice:

• Language (for error messages)

• Code type (PIN or Calling Card)

• Code text field



Remote Access AnywhereIntegration>APIs>Session Validation

• Allows a powerful pre-processing of support requests:

• Authorize/block

• Register to an external DB/CRM

• Change and/or Forward

• Applet can request authorization to block or forward the support request to the corresponding Helpdesk Center, through a query to an external webservice (XML through HTTP/HTTPS, GET or POST)

• Fail-safe behavior can be configured (what to do if the external

webservice is unresponsive)



Remote Access AnywhereIntegration>APIs>Session Validation

• Main information provided by the applet

• Client name, number and e-mail

• Problem description

• Computer name

• Allows the correction of invalid fields by the customer after validation

• Allows the changing or adding of visible information to the tech receiving the request.



Remote Access AnywhereIntegration>APIs>Post to URL

• Pass the post-session information to an external webservice, in order to integrate this data with CRM solutions:• Tech ID data• Client data• Session log• Answers to surveys


WRAP UPBeAnywhere Support Express


Remote Access AnywhereWhy BeAnywhere

• We’re FAST!

• Developed and optimized since 1996. Just compare our remote desktop with any other solution.

• We are a small team

• Roughly 50 people in HQ. Development people has the Support dept. sitting on their left and Sales on their right. Guess what happens when a customer or prospect needs something…

• We’re fun to work with

• 100% customer fanatic. It’s SaaS, not sell and forget it.

• We are always evolving

• Perpetual R&D assures maximum stability with the continuous launching of new features.


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