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Remote Support Tool

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by stanemte

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Our company is going to provide remote technical support to our customers.
We need to have a reliable and cost-effective remote support tool to satisfy our clients' needs and not to go bankrupt because of the high cost of the tool.
We wouldn't like to have something to be installed either on our or customer's side. We've come across a web-based tool by the name of Techinline Remote Desktop -- http://www.techinline.com. Does anybody have anything to say about it?
Can you suggest something more appropriate?

7 replies

by bobbydigits

I haven't taken more than a peek at the web page for Techinline. But I think you might want to take a look at the FREE tool I use. In this case, no baggage and no management problems.

http://www.crossloop.com

Let me know what you think.

by michael kassner

As a network field engineer, I see many different options to resolve this. The one that seems to have the highest regard by IT outsourcing firms is to setup a VPN to the customer's network and then just use NetMeeting. Simple and it does not require any additional client software.

This approach offers many more options than just controlling a client's PC. For example, it will allow you to troubleshoot network issues as well.

by fredj

Michael,
Do you have any recommendations for two remote sites 1 PC on each end, connected via broadband (one DSL, one Wireless/Clearwire). PC in needs to connect and remote control to run apps remotely.

For VPN solution what would you recommend? Software or Hardware?

by michael kassner

It always seems that I have more questions to ask. But they help to make a more informed decision.

1. What OS are the PC's running?
2. Do you need to access the remote computers without user intervention?
3. Do the remote computers attach to the main office network at this time?
4. If so how is that accomplished?
5. What is the perimeter device being used at the main office? Reason for asking as it may have VPN server capabilities already.

With regards to hardware versus software, there are a few questions that need to be answered as well.

1. Do these remote sites need to be accessed only at the actual site or are they mobile?
2. If not mobile now, are there any plans to have them become mobile?
3. Are there any plans to have the remote sites access the main office network for reasons other than remote control?

It may help to describe what I would consider an optimal situation. I also assume that the remote sites are mobile as well, which is the worst case scenario when you consider complexity.

I would set up a hardware VPN server at the main site with hardware VPN client devices at the two remote sites. That way you can have complete access and control over the remote computers. It also gives you two options as to how the remote sites access the Internet.

1. The remote sites are just a secure extension of your network and they access the Internet through your perimeter devices.
2. If bandwidth at the main office is an issue then you can have what is called a split VPN, where by the remote sites access the Internet through their perimeter device and main office network access is through the VPN tunnel.

If the remote site computers are using Windows XP pro that is all you need to do as you then can use Remote Desktop/Administration to access the computers over the VPN. It also allows you to use NetMeeting if you want to trouble shoot the remote computer with the user on line.

I mentioned earlier that the remote computers were mobile and that introduces security concerns that are addressed nicely by using VPN access. The mobile computers would use a software VPN client as this allows secure access from non-secure Internet access points such as hotspots and hotels. Once the VPN tunnel is setup the remote/mobile user gains Internet access through your perimeter device and has an encrypted link to your network.

As for what devices to use that requires knowing your budget, bandwidth requirements and possible growth. I shy away from consumer grade equipment. Most business class routers have VPN capabilities, CheckPoint is one that I would more than likely use for this situation as they have a small VPN client device with an intuitive GUI user interface that would work quite well for this situation. You also will never go wrong with Cisco ASA or Pix firewall devices either, but they are more expensive than most devices. Finally if you have financial constraints, I would suggest looking at the NetGear business class devices

by ali daher

Depending on how your clients are connected then will determine the appropriate tool.

For example if you have fixed clients with defined boundaries then you can easily setup a VPN management link via PIX/ASA/Routers etc and use a tool like altiris to remotely manage, deploy software etc.

If the clients are in undefined locations and on the move, i have found logmein (www.logmein.com) to be a cheap and very effective alternative.

We currently use Altiris to manage local and remote sites that have vpn connectivity back to our main datacentre and logmein to support users who are on the move, using wireless aircards, travelling overseas etc.

As long as they have an internet connection you can setup a website and provide them with a password that once they enter, it gives you access to the PC. Alternatively you can install a client on the PC and when they require remote support they "enable" the service and you can then remotely login with everything you need to remotely support the user. It is also very light weight and quick.

by fredj

Michael,
Thanks for the detailed reply. For some reason I never received an e-mail indicating new posts to this thread.

1. What OS are the PC's running?
XP - Home edition
2. Do you need to access the remote computers without user intervention?
Yes
3. Do the remote computers attach to the main office network at this time?
No
4. If so how is that accomplished?
5. What is the perimeter device being used at the main office? Reason for asking as it may have VPN server capabilities already.

They just have the standard broadband modems - one end Clearwire modem and a Linksys WRT300N, the other end a Westell 327W (DSL Modem with Wireless/Router capability built-in).

Small offices, 2 PCs at each end. Need to pull Time clock info (IP based clocks) from one site to the management console). So Cisco ASA and PIX costs put them out of the picture.

I was thinking of a Netgear VPN/Router and VPN client software to connect as needed.

Thank you again for your clear and detailed response. Very helpful!

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