Help Desk for LAN/WANiLAN uses "Intel LanDesk for Windows NT" for customers who want maximum support and documentation of their corporate LAN. This approach requires a dedicated server and network connection but provides significant benefits over simply using remote control. For smaller networks or where the expense is not justified for LanDesk, iLAN uses remote control software. iLAN has used this approach with large, geographically dispersed organizations with excellent results. Having a technician drive to a site is an old, less efficient, and much more expensive service model. Using LanDesk requires installing the LanDesk client software on all personal computers, and Microsoft NT servers. It will also require installing an ISDN line from the phone company and an ISDN router (Ascend’s Pipeline 50) on your network. Windows 95 must also be installed (or Macintosh 7.x) as remote control doesn't work well on DOS machines. Once setup, this service will provide immediate technician access to any employee's workstation when a problem arises. The employee simply calls the iLAN Help Desk and a technician will answer within 7 rings…guaranteed.( This guarantee applies only during regular business hours. After business hours service is available but response time is typically an hour.) The technician will instruct the employee to start the remote control capability inherent in LanDesk software. Once started, the technician can manipulate the workstation directly from our Help Desk site. Experience shows that with remote control software a technician can fix almost double the number of problems in half the time. Without remote control, iLAN technicians can usually fix 50-55% of problems over the phone. Without remote control, the average time to fix non-trivial problems (those that require significant troubleshooting and/or reinstallation of components) is 90 minutes. Using remote control, technicians can fix these problems in 45 minutes. Other service activities such as upgrading software can also be accomplished remotely. The only problems that the technician can't fix remotely are hardware failures and complete rebuilding of operating systems. Trivial problems (such as answers to "how to" questions and/or problems requiring only a check and reset of parameters) constitute over half of the service calls, and they can usually be fixed in 10-15 minutes. The most effective service model is for the Microsoft NT and the Novell servers to be directly accessible to our technicians. If you so choose, the technicians will also periodically check the operation of the servers and you will be billed about one (1) hour per week for this preventative service option. The cost-benefit relationship of this approach is obvious. Every time a problem arises on a workstation that can be fixed remotely you will save approximately $200, based upon not spending for an average of two hours drive time. Additionally, the problem will be fixed almost 3 hours quicker. In addition to its remote control capabilities, LanDesk provides additional benefits… 1. LAN Troubleshooting. LanDesk software connects the technician BEFORE the network login process as opposed to AFTER the login process with remote control software. This allows the technician to troubleshoot the login process more effectively. 2. Remote Client Installation. The client software for LanDesk may be loaded on a client machine without having to physically touch the client machine. This reduces installation cost. 3. Remote hardware inventory of client machines. LanDesk can remotely inventory the hardware of client machines. Additionally, LanDesk can query the resultant database for custom parameters. (e.g. show me a list of clients with less than 16 megs of ram, with less than 40 megs free space on the hard drive, with Intel brand processors). 4. Automated application/file package distribution and removal. Distribute application to one machine, the whole network or specified subsets of the networks. 5. Tracking and monitoring of software licenses and metered software. LanDesk will track how many computers have specified applications installed. Creates user queues for in-demand metered software. 6. Virus checking. Notifies administrators of viruses found on network and client machines. LanDesk also provides SNMP based Network Monitoring and network segment packet capture and analysis… 1. SNMP traps and remote server management. LanDesk can send automated messages when pre-specified parameters are reached on servers. 2. Remote network traffic monitoring. LanDesk can monitor packet traffic on remote network segments, including # of packets and error rates for delivered packets.
Contact Help Desk. For contract inquiries contact Tom Reynolds, phone 626.304.9021 x228.For immediate help now call 626.304.9021 x711. This is a fee service call $1.50/ minute. 15 minute minimum.Hours of operation: 8 a.m. to 5 p.m. Pacific Coast Time, Monday - Friday. |