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SecurityCoverage Releases Remote PC Support Platform

Posted on: Tuesday, 28 November 2006, 09:00 CST

As any help desk technician will affirm, one of the biggest challenges in providing remote support is getting technical information from non-technical users.

SecurityCoverage, an innovator in managed computer security services for home and small business users, has solved that conundrum for ISPs, telcos, and VARs with the release of its Remote PC Support Platform.

This platform, which has been used successfully by SecurityCoverage for its managed services for nearly three years, gives technical support staff access to a customer's PC so that service techs can see the screen, diagnose the problem, and then walk the customer through troubleshooting processes or take control and do it themselves without the need to send a technician on-site.

The Remote PC Support Platform has the same remote capabilities SecurityCoverage uses to provide hands-free installation of its SecureIT Services. With the Remote PC Support Platform, providers can:

Increase customer satisfaction by resolving their issues faster and without the hassle involved with trying to do things over the phone.

Increase efficiency of the technicians by limiting the time spent on trouble tickets and allowing multiple support cases to be handled simultaneously.

Reduce the number of in-house service calls caused by non-service-related issues.

SecurityCoverage partner You Squared has used the Remote PC Support Platform for more than a year and gives it rave reviews.

"It is the best," said network administrator Laura Schlegel of You Squared. "It is perfect to use when you have customers who are confused and can't articulate their computer issues. Once you explain that with their permission you can gain one-time access to their PC to help them, they are so thankful."

The Remote PC Support Platform is available to SecurityCoverage partners immediately and can be used to provide technical support to SecureIT and non-SecureIT subscribers. SecurityCoverage provides the entire infrastructure required in its state-of-the-art data center, meaning no additional equipment or servers are needed at other locations. The Remote PC Support Platform follows a per-installation model with pricing starting at $35/month.

No training is required, which enables technical staff to have the Remote PC Support Platform up and running within minutes.

"SecurityCoverage has established a strong track record for helping end users remotely," said Eric Christoffersen, SecurityCoverage Vice President of Partner Services. "The Remote PC Support Platform allows us to extend those capabilities to our partners to help them improve service delivery, as well as their ties to their customers."

About SecurityCoverage

SecurityCoverage provides fully managed, fully supported, corporate-style desktop computing security services to individual users through a partnership group of Internet Service Providers, Telecommunications, and Cable companies across the nation. Based in Cedar Rapids, Iowa, the privately owned company offers SecureIT and SecureIT Plus services, which afford individual users with the same level of "hands-free" protection and convenience large corporations provide their employees. Product, pricing and company information is available at www.securitycoverage.com.

Source: Business Wire

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