:: Al-Bassam Group :: مجموعة البسام ::

Would you like to provide instant remote support - anywhere in the world relying simply on an Internet connection?

No previous connection to a PC is needed and no software is required to be pre-installed.

The customer requiring support simply clicks on a link and this immediately instigates a chat session with an operator via our central secure gateway.

Full two way chat is supported and in addition an operator can push web pages and pre-defined scripted chats to the end user. If more detailed assistance is needed the operator can send a dynamic NetSupport 24-7 Client to the customers PC in a single action. In seconds the operator can see both the users screen and detailed system information such as inventory, active services, processes running as well as the ability to transfer files and much more.

Once the problem is resolved, on disconnect the NetSupport 24-7 client is completely removed and the users PC returns unchanged to its original condition. A full history of the call is then available for both the operator and the customer.

The result is faster, more efficient problem resolution, increased customer satisfaction and reduction in your overall support costs. As an additional benefit you pay based on use, so no matter how big your customer base is, you don't have any upfront costs. That has to be Refreshing !

Main Benefits

Shorten call times.

Reduce operating costs.

Reduce on-site visits.

Instant user support.

Improved satisfaction.

Extend global reach.

Proven Technology.

Operational in minutes.

View the 24-7 eBook

“ Choosing NetSupport 24-7 was an obvious choice for Concise IT. Our reputation for high level Network Support needs to be backed by the very best tools.

NetSupport 24-7 helps us to meet all our customers’ demands – and then some !" - Concise IT Limited

“Having customers with very different levels of computer knowledge, the ability to take remote control of a customers computer is a true blessing.

This feature was the main reason we chose NetSupport 24-7. Our customers are impressed by the functionality, and by its speed.” - HolteProsjekt Innovation as

“As one of the South East's leading independent IT reseller and support companies we required a comprehensive software support solution for servicing our remote clients.

NetSupport 24-7 ticked all our boxes. It had the functionality and price point that we were looking for..” - Astec Computing Ltd

Web based for instant on-demand support.

Works seamlessly through any Firewall.

File Transfer for delivering updates and patches to the end user.

Real time Control of system processes, services, and applications in memory.

Enhanced communications with Chat, Message and Whiteboard.

Complete dynamic Hardware and Software Inventory of the End User PC.

Technology installed on over 5,000,000 desktop systems.

Remote Control Vendor with 14 years Market presence.

Chat and Message - Conduct an Instant real-time chat session with an End User by them simply clicking on the "click for support" button on your website. A selection of designs are provided for you to choose from and NetSupport 24-7 creates the code ready for you to update your own web pages.

Chat History -All chat sessions are recorded by NetSupport 24-7, the History is then available to an Operator if a subsequent request for assistance is raised, and in addition the end user can request a transcript of the conversation and resolution provided which will automatically be sent to their email address.

Chat Groups - Customers can identify the nature of their chat request by selecting a pre-defined Question Type or Target such as "sales, support or admin".
The inbound chat request is then directed to operators that are mmebrs of the group Sales, support and so on.

Any number of Groups can be defined to suit the business requirement.

Exit Survey -Once your chat and support session is ended, the customer is automatically prompted to rate their experience of the support call and leave valuable feedback. This simple feature provides additional information to your helpdesk team to allow them to maximise positive customer experiences.

Chat Status -Once your chat button is published on your website, its status will change depending on Operator availability. Out of working hours, the chat button will turn grey to indicate no operators are currently available, and if clicked, the user will be advised accordingly and presented with a "leave details" form.

Push Pages - The Operator can launch web pages and links directly on the end Users desktop.

Canned Responses - Pre-defined responses and scripts can be created to ease operator response and provide single click solutions.

Full, High Speed PC Remote Control - Watch, Share or Control the screen, keyboard and mouse of a workstation irrespective of colour resolution or Windows operating system version. Use the Audio functions on multimedia capable PCs to talk to your users over the same connection.

Annotate the Screen- While performing Remote Control on the customers PC, you may want to draw their attention to certain items or settings. NetSupport 24-7 provides a range of annotation tools that allow you to draw on their screen, highlight text and much more.

Real Time Hardware and Software Inventory reporting of End User PC. - Obtain a real-time view of the hardware and software installed on the target workstation at the click of a button, without ever needing to leave the NetSupport Control program to gather this information. In addition, NetSupport 24-7 collects over 50 items of information, specifically about the hardware or environment of the End User's PC, where you can obtain details of applications in memory, installed hot-fixes, processes running and installed services.

Real Time View (and Control) of applications, Processes and Services running on a User PC. - As well as real-time reporting, NetSupport also provides the tools, security permitting, to allow you to remotely stop and start services, end applications and much more.

File Transfer - the fastest and most feature rich solution. Transfer and manipulate files between workstations using advanced "drag & drop" technology. Synchronise directories on two workstations or edit files and attributes directly. NetSupport 24-7 utilises intelligent "Delta File Transfer" to reduce data transfer times when overwriting files that already exist. NetSupport now checks blocks of data and only transfers changed data within the file being transferred. The performance benefits are most noticeable on a slow link.

See How our File Transfer performance compares.

Single/Multiple File Write to One User Comparison Graph

Remote Login and Logout.

Remote Clipboard - Copy and Paste between Operator and End User PCs.

Interactive WhiteBoard - To both aid training and the effectiveness of support, a Whiteboard feature is now available from within a chat / multi-chat session. The Operator is able to use a range of screen highlighting tools to visually support their text chat with invited users.

Two way full audio support.

Launch Applications remotely on the Target PC - NetSupport 24-7 includes the Launch Application feature that allows you to remotely start applications on a remote PC, start installer routines and much more. This feature combined with File Distribution provides a quick and effective means of providing remote updates.