Solimar Online Technical Support

In order to access Solimar Online Support and initiate a session, customers must have an Internet connection and a PC running Windows XP or newer.

What is Online Support?

Solimar’s Online Support system a Web-based screen-sharing application that allows us deliver live, person-to-person computer help to our customers through screen sharing technology. This technology allows us to increase first-time problem resolution and reduce problem-handling time. It also allows us to remotely view a customer’s computer screen and share mouse and keyboard control, enabling us to quickly identify and resolve problems or show a customer what to do step-by-step. The Online Support system is browser and application independent, and completely Web based. As a result, it requires no pre-installation, no setup, no configuration, and no rebooting of the customer’s computer. The only requirements for initiating an Online Support session are a valid maintenance agreement, an Internet connection, and the ability to download a self-installing plug-in to the Solimar system.

How does it work?

A login ID and password are required to initiate an Online Support session and will be provided to the customer by a Technical Support Representative via the telephone. Once the customer has logged into the Online Support system, they will be presented with a session initiation screen. The customer will be asked to enter their company name in the initiation screen in order to establish communication between the Technical Support Representative and the customer’s Solimar system. Once communication has been established, the customer will be prompted to download a small, self-installing plug-in that will allow the Technical Support Representative to remotely view the customer’s screen and control the customer’s mouse and keyboard. The Technical Support Representative will also be able to transfer files if necessary. The plug-in application will be automatically removed from the Solimar system when communication is terminated and the customer can end the Online Support session at any time.

What’s so unique about Online Support?

Unlike other remote-assistance/diagnostic technologies, Online Support encourages user participation throughout the entire support process. Rather than employing an invisible diagnostic tool that explores the user’s computer, this technology allows the user and the Technical Support Representative to work together in real time. As a result, the user can learn firsthand how to correct the problem while watching or taking instructions from the Technical Support Representative.

How does the security work?

At the beginning of an Online Support session, the Technical Support Representative and the customer are connected via a communication server. To ensure that only the designated parties are connected, large randomly generated session keys are used that both parties must present. The screen data that is passed during a session is highly compressed using proprietary technology that can be viewed only via this technology. This data is also encrypted using AES 128-bit encryption.

I have heard that it’s dangerous to download files from the Internet. Is the plug-in virus free?

Yes, our plug-in application is safe and regularly checked for viruses. The warning message that may appear on your screen is a default message that is displayed by your browser when you download any executable file.

What will the Solimar Technical Support Representative see?

Online Support works by forwarding screen outputs and mouse and keyboard inputs between the user’s computer and the Technical Support Representative’s “Viewer”. During an Online Support session, an image of the customer’s desktop will be continually forwarded to the Technical Support Representative’s Viewer for analysis. The Technical Support Representative can manipulate any screen element or application on the customer’s Solimar system with mouse and keyboard control – just as if the rep were seated in front of the user’s computer. However, the Technical Support Representative can only see what is open on the Solimar system or what the customer chooses to display. Therefore, it is important for the customer to close any applications that may be sensitive or confidential prior to initiating a Online Support session.

Can I stop the Online Support process?

Absolutely. Online Support leaves the ultimate control in the hands of the customer. The customer actively participates in the screen-sharing process and observes every step that is taken to resolve the technical issue. The customer can retake control of the mouse and keyboard or end the entire Online Support session at any time.

What do I need to initiate Online Support?

In order to establish an Online Support session, customers must have a valid maintenance agreement, a connection to the Internet, and a PC running Windows XP or newer.

What is the optimal Internet connection for Online Support?

A minimum connection of 28.8Kbps is required. Because this technology conforms to available bandwidth, it is broadly applicable irrespective of computer processing speed or available bandwidth connection.

What about transferring files?

In addition to collaborating together using this technology, the customer and Technical Support Representative can send files to each other using the File Transfer option. File Transfer does not use the traditional File Transfer Protocol (FTP), but instead relies on the same secure, firewall-friendly technology that powers Online Support.