Repair Manager

Automatically Solve Problems — Often Before an End-User Even Knows They Exist

The SupportSoft Repair Manager™ client software can continually monitor a device, identify a problem, and automatically resolve it — or suggest a solution to the end-user. The Repair Manager is designed especially to meet the support needs of 10's of thousands of enterprise end-users and IT service organizations responsible for desktop management. Many costly, ineffective and time-consuming support calls relating to common enterprise desktop issues can be avoided through proactive measures. Issues ranging from accessing a private network to obtaining email, or from running business critical applications to assuring that Microsoft Windows clients always have the latest virus protection installed can be automatically resolved — including those related to the support requirements for hard-to-reach remote and mobile end-users.

Proactive service can reduce many common end-user technical issues, such as "Why can't I connect to the Internet?" or "What's wrong with my email?" The ability of the Repair Manager to proactively detect problems in real time and automatically apply or suggest solutions effectively embeds a self-healing solution on computing devices, even for disconnected devices. As result, problems are more quickly resolved, end-users are less frustrated — and they are less likely to instinctively reach for the telephone first to call for IT support.

Proactive service helps preempt IT support issues to:

• Reduce technical support costs by providing end-users with a solution to a problem before they pick up the phone
• Improve end-user satisfaction and IT service delivery through real-time assistance
• Provide continuous service improvements through management reporting to assist in optimizing the enterprise support environment
• Increase first contact resolution rates through automatic, expert routing when assisted service can't be avoided

Automated Solutions for Quick Results

SupportSoft proactive solutions focus on addressing end-users' most common technical problems based on SupportSoft analysis of millions of call logs across many service providers. For example, getting a network connection at anytime from anywhere is every end-user's expectation in an online world. The Repair Manager can help resolve common connectivity problems such as changed network settings, disabled or unbound network adapters, obsolete or fixed IP addresses, incorrect proxy server settings or modem configurations, corrupt TCP stacks, and even cabling issues.

Systems Vulnerability: Assess. Communicate. Protect.

Security threats due to the latest computing virus, worm, or phishing attack are being unleashed daily; patches to counteract these malicious programs are being released equally as fast. Notifying end-users and keeping devices up-to-date with the latest patches and definition files is critical to safeguarding systems and networks, as well as ensuring a great end-user experience.

SupportSoft User Alert, SystemCheck and SupportJob technologies can alert end-users of security risks, assess system vulnerability to potential attacks, and automatically address exposures for those systems at risk. User Alerts can be used to notify a targeted audience of risks or service outages, mail product announcements or promote value-added services.

In conjunction with Repair Manager, these technologies provide a proven patch management capability that enables an organization to update software or change system settings on one or all of the systems they manage, providing the ability to efficiently target and deliver patches to 10's of thousands of systems through bandwidth throttling, distributed patch servers and the ability to resume file downloads.

Repair Manager is architected to meet the strictest privacy and security requirements. It is proven to scale to millions of systems and has demonstrated reliability for mission critical applications and services.

Intelligent Escalation On Demand

If an automated solution is not possible, the Repair Manager can assist in guiding the end-user to the most efficient support channel - including the Web, online chat or email. The most appropriate support option can be determined based on the available channels, problem context, service level agreement, language preference, connectivity status or system specifications. The end-user can also check the status of an escalated incident online, anytime — avoiding costly status calls.