IT technicians can dynamically respond to support calls without the need for pre-installed remote access software.
Nov 13, 2017, Cambridge, UK: RealVNC, the original developer and provider of remote access and support software, has today announced a new instant support capability for its popular VNC Connect software. IT technicians and MSPs can now rapidly respond to support requests from colleagues and clients when there is no remote access software already installed, increasing first-call resolution and enhancing customer satisfaction. Unlike competitors, VNC Connect includes device access and instant support options in a single, easy-to-manage, subscription.
With instant support, end users simply download and run a small app only when a remote support session is required. The technician provides the employee with a one-time access code to start the session. Technicians can see and control the employee’s computer, and have all the tools they need to diagnose and resolve problems, including access to administrative applications, file transfer, chat and messaging, and the ability to remotely reboot a device.
The new instant support capability is part of a VNC Connect subscription together with the more traditional device access capability. Customers can now quickly subscribe to VNC Connect by answering three simple questions:
- How many devices will you manage unattended using the device access capability?
- How many technicians will use the new instant support capability?
- How many years would you like to subscribe to VNC Connect?
Connections for an instant support session are brokered via RealVNC’s secure cloud infrastructure, giving fast, reliable and encrypted data transfer without any need for port forwarding or complex network configurations. VNC Connect automatically adapts to slower networks, keeping the session responsive so the technician can continue to operate at full speed. Session time and duration is logged, so IT management have a full audit trail and nothing is left installed on an end user’s computer when the session is concluded. Instant support is available on a wide range of operating systems including the latest versions of Windows and macOS, with more support coming soon.
The instant support capability is available as part of a VNC Connect Enterprise or Professional subscription, and is priced by the number of support technicians. The annual price is set at $400 per technician for Enterprise and $200 per technician for Professional subscriptions. Customers with an Enterprise subscription will benefit from enhanced 256-bit session encryption, a comprehensive central log of critical session activity, and the ability to create branded support applications and download flows.
"In the last year we have made a number of major extensions to VNC Connect and the addition of instant support is another significant milestone for our business” explained Adam Byrne, Chief Operating Officer at RealVNC. “Our goal is to create a comprehensive and, easy-to-use solution that CIOs can trust for their global remote access strategy. Many organizations today are forced to use remote access software from multiple vendors because the product offerings are so fragmented. With the addition of instant support to VNC Connect, we have the industry’s most comprehensive solution. Companies that consolidate around VNC Connect will be able to meet all their remote access needs in a single, simple, subscription.”
Instant support capabilities are now available to all customers with a VNC Connect Enterprise or Professional subscription. To take a trial of VNC Connect visit: realvnc.com/connect/instant-support.
RealVNC’s remote access and management software is used by hundreds of millions of people worldwide in every sector of industry, government and education. Our software helps organizations to cut costs and improve the quality of supporting remote computers and applications. RealVNC is the original developer of VNC remote access software and supports an unrivalled mix of desktop and mobile platforms. Using our software SDKs, third-party technology companies also embed remote access technology direct into their products through OEM agreements.
RealVNC and VNC are trademarks of RealVNC Limited and are protected by trademark registrations and/or pending trademark applications in the European Union, United States of America and other jurisdictions.