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SupportSmith IT Support

Live remote technical support anytime, anywhere.

Published by Cybele Software
Distributed by ComponentSource since 2007

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SupportSmith is no longer available, please look at Thinfinity Remote Desktop Server

About SupportSmith IT Support

Live remote technical support anytime, anywhere.

SupportSmith IT Support's architecture allows for peer-to-peer connections in a secure, reliable and firewall-friendly manner. No ports are required to be open in either the customer's nor technician's ends. SupportSmith IT Support works with dynamic and fixed IP address. Smoothly adapts to corporate firewall rules and proxy servers. SupportSmith Server takes care of all connectivity issues, mediating between all SupportSmith IT Support components to provide secure, reliable and high-preformance connections.

Why SupportSmith IT Support
Remote Technical Support to anyone, anywhere

SupportSmith IT Support's architecture allows for peer-to-peer connections in a secure, reliable and firewall-friendly manner. No ports open are required neither in customer's nor technician's ends. Works with dynamic and fixed IP address. Smoothly adapts to corporate firewall rules and proxy servers. SupportSmith Server takes care of all connectivity issues, mediating between all SupportSmith IT Support components to provide secure, reliable and high-preformance connections.

Administrative Tools
SupportSmith IT Support provides a Support Management Console that allows Technicians to get: Realtime PC Status Monitoring on pre-installed agents, Instant Remote System Overview, Remote Wake-Up, Incident Management and Chat.

Remote Support Tools
SupportSmith IT Support is not just a Remote Control tool. It gives you: Remote Shared Desktop Control, Remote Shared Application Control, Microsoft® Remote Desktop (MS RDP), File Transfer, Remote Shell, Remote System Information, Remote Port Forwarding and Chat.

Peer-to-peer Assistance and Collaboration
SupportSmith IT Support takes the Remote Assistance concept a step further. Now, with SupportSmith IT Support everyone can share a single application or the entire desktop with a colleague in real-time. Co-workers can help each other or work together whenever they need to.

On-Demand Remote Support
For one-time technical support, you can provide your customer with a web link where the On-Demand Agent can be run from. No setups and no extra configuration needed. The On-Demand Agent allows you to easily and inmediately initiate the Remote Support session at customer's request. Once the support session ends, the On-Demand Agent unloads itself from memory leaving no traces on your customer's computer.

Single Application Remote Support
Whether you are a software vendor or developer, a customized On-Demand Agent can be deployed along with your own application, allowing the end-user to get assistance right from your application's menu. The access can be limited to this single application, guaranteeing your customer's privacy.

Pre-installed Support Agents
Pre-installed Support Agents can be deployed across your entire organization, enabling Unattended Remote Access, Online PC Status Monitoring, Peer-to-Peer Collaboration and much more.

On-Request Remote Support
When an user needs help, he/she can start a chat with the technician or simply request for remote tecnical support. When this happens, a notification is sent to the technician, allowing them to initiate the support session right away.

Administrative/Unattended Remote Access
SupportSmith IT Support allows authorized technicians the access to the remote PC when idle. In this case, technician's credentials will be validated for properly access to the remote PC resources.

Remote Tool Access Rules protects remote-user's privacy
SupportSmith IT Support can be configured to ask the remote user whether to accept or deny the technician request to use a remote tool to access their PC.

Security
SupportSmith IT Support uses SSH-2 (Secure Shell) protocol with Advanced Encryption Standard AES 128-bit. No ports open are required neither on the Technician's side nor Customer's. Uses Active Directory authentication to manage accesses and permissions.

Full On-Site deployment
Use you own communication infrastructure. No external resources are needed. Get permanent licensing rather than paying monthly fees for external services.

SupportSmith IT Support is available in Professional and Corporate Editions.

  Professional Corporate
Permanent License Includes:    
Supporter's Licenses (Concurrent) 1 * 1 **
Pre-Installed Support Agents 5 25
On-Demand Support Agent Creator 1 1
On-Demand Support Agent users Unlimited Unlimited
Peer-to-Peer Application Sharing Concurrency limited by Server Channels Unlimited
SupportSmith Server 1 1
Server Channels (Concurrent Sessions) 3 Unlimited