Help service mode
When help-desk assistance is needed, the end user can activate a web link that downloads a small NetOp On Demand program file. A help service name, the end user’s name and a problem description is filled out by the end user. The request is automatically queued at the help-desk center where it waits for the next available help-desk representative.

Service-ticket mode
Here, end users usually contact the help desk by phone. The help-desk representative directs the end user to a specific website or e-mails a link from where a small NetOp On Demand program is downloaded. A unique, one-time service ticket is created by the help-desk representative. This ensures that NetOp On Demand connects to the same help-desk representative with whom the end user speaks to on the phone.

Security
To ensure optimal security during the on-line help session, all data exchanged between the end user and the help desk is encrypted with up to 256 bit AES. Access is controlled and verified in both directions.

View the end user’s desktop
When solving a problem, a real-time copy of the end user’s Windows desktop is displayed on the help-desk representative’s screen.

Use keyboard and mouse
The help-desk representative can remotely control the user’s keyboard and mouse if the end user grants permission. Alternatively, the help-desk representative can point to areas on the end user’s screen using a secondary mouse pointer.

Transfer files
A powerful, interactive, split-screen file manager allows the help-desk representative to exchange files with the end user to provide updates, patches and drivers, and retrieve files for further diagnostics.

Chat
If a voice telephone line is not available during the help session because the customer is using a dial-up connection, the help-desk representative and end user can use NetOp’s built-in instant messaging to exchange information during the help session.

User-confirmed access
For security reasons, prior to any session, the end user must manually grant permission to the help-desk representative to access the remote computer. The end user can evaluate the proposed actions of the help-desk representative and deny access if these actions are inappropriate.

Authentication
To prevent unauthorized access to the help-desk center through the NetOp Gateway, authentication requires either a shared password, a user name and a password, or Windows credentials. Authentication details can be supplied automatically or manually entered by the end user.

Emergency disconnect
The end user can exit the help session at any time simply by pressing a specially assigned hotkey.

Security roles
The help desk can provide NetOp On Demand programs with different permissions to meet special requirements. Some end users may not want help-desk staff to perform file transfer whereas others may refuse to share control of their keyboard and mouse.

Extensive event logging
The help-desk representative can log session activity and keep track of more than 100 different NetOp events. These events can be logged to a local file, to the NetOp Security Server, to the Windows Event Log, or to a SNMP enabled management system.

Powerful encryption
Sessions between the end user and help-desk representative can be encrypted end-to-end using up to 256-bit AES encryption, 256-bit SHA HMAC’s integrity check, and 2048-bits Diffie-Hellman key exchange.

Session recording
All screen activity from the end user’s computer can be saved to a file at the help-desk center for later replay. It can thus be used for training, quality audits, or service documentation.