Rapid-Support Platform

Origina's Rapid-Support platform is a highly innovative, simple, yet very secure remote access solution that allows our qualified technical consultants to access your IT infrastructure to diagnose and repair problems that arise on a day-to-day basis.

Regardless of whether you are a small business looking for Microsoft Windows & Exchange suport, or a large corporate enterprise requiring a mix of UNIX, Clustering, SAN and VMware skills, Origina's Rapid-Support platofrm is perfect for your needs.

How it works

• See who is online - Visiting the Rapid-Support site you can see which of our technical consultants are online ready to assist you with your support query. When you click on their name a small executable is downloaded which initiates the secure connetion between your and our technical consultants. You can then grant the Origina technical consultant access to your PC/Server.
• Unique Support Key - A unique support initiation key is generated and forward to you by our European Support Centre. When you enter this unique key into the form on the Rapid-Support portal, you will then be able to initiate a connection directly with one of our technical consultants.
• Problem Submission - You can fill in some basic information about you and the problems you are experieicing on the Rapid-Support portal page. When you submit this information to our European Support Center, our technical consultants will then be able to initiate a direct secure connection with you.
• Jump-Point - Our Rapid-Support platform has an "unattended" feature, which allows us to "pin" the remote client on one of the servers/PC's within your infrastructure. This allows our technical consultants to access your IT systems remotely & securely whenever there is a problem 24 x 7. This method is typically used for customers who have taken advantage of a teaming contract where we remotely support and administer systems in a data center on a daily basis. For further information on this service, click here.

For desktop or adhoc support, remote desktop access can be granted in less than 5 seconds with one of our technical consultants over a typical internet connection. Once the connection has been initiated, you can then watch the Origina technical consultant diagnose and fix the problem in real-time on your screen.

Once the issue has been fixed, the small access application is completely removed and you are given the option to download a video recording of the session for your own assurance, compliance, audit or education purposes. You also get the option to rate the support provided by the support consultant to help us improve the quality of the service.

Origina's Rapid-Support can also allow a technical consultant to support both attended and unattended computers in remote network locations using our "Jump-Point" technology. A small lightweight secure agent at each network location allows our technical consultants to "Jump-in" at any time to fix issues within your environment, without requiring firewall configuration changes. Session video recordings are also available for these unattended support sessions.

Centralised, Automated Audit Trail

The Rapid-Support platform acts as a central hub for all remote support session data. Every action on every system is recorded and auditable. You can even watch videos of each rep's activity on the remote computer. Rapid-Support gives help desk administrators more visibility into support activity than any other remote desktop control technology.

End user productivity is the highest cost of support, and our Rapid-Support platform can dramatically improve incident handling times, reducing user downtime. Faster incidents and dramatically fewer on-site visits drive down cost for your support.

Customise just for your needs

Our Rapid-Support platform is designed to allow us to act as a "virtual extension" of your existing support teams, but increasing the amount of skills within your support pool. As a result of this, we can customise the Rapid-Support portal just for you! We can integrate the web functioanlity directly into your existing internet/intranet site, or create a new dedicated site with all your visual branding, logos - but without the Origina brand - thereby reassuring your users that they are dealing with you, and not a remote support provider.

Reduce Costs with Per-Hour-Billing

Rapid-Support can be used throughout our support offerings, and allows for per-hour billing for all our covered technologies,  resulting in the most cost-effective support available today. Most traditional onsite support vists are resolved within minutes, so gone are the days of minimum charge rates and unnecessary delays and risks to your business while you wait for an engineer to arrive on-site. Our pricing models allow your business to accurately forecast and save money over the long term.

Firewalls and Access Barriers

Our Rapid-Support platform works transparently through NAT, routers, firewalls, and internet proxies, ensuring that our Support Representatives and your staff can connect transparently and quickly, no matter where they are working from.

Remote Access to Attended and Unattended Computer Systems

In addition to helping end users, our Rapid-Support platform allows us to troubleshoot and fix unattended systems hosted either within your datacenter, or at a remote location. With our Jump Technology, Rapid-Support includes built-in remote access software for unattended systems. This means that we can troubleshoot servers, point of sale systems, terminals or unattended desktops

Reporting and Monitoring

Rapid-Support gives our administrators multiplt ways in which  to improve remote support. With our back-end administrative dashboard, our support managers can oversee support activity in real-time and intervene or reassign representatives if necessary. When individual support sessions have been completed, your staff also get the opportunity to rate the level of support recevied for the given issue - helping us to continuiusly improve the levels of support we provide to our customers.

Third- Party tested for Security

Our Rapid-Support Platform undergoes regular penetration assessments on the appliance and application.

The results? Rapid-Support has been "designed and implemented with security best practices in mind."

What makes it so secure?

• Permission-based Control: Requires explicit permission from an end-user before a technical consultant can access or control a remote computer.
• Integrated Reporting Mechanisms: A central, comprehensive and tamper-proof audit trail of each support session with the IT helpdesk.
• Self-enclosed Data Architecture: Prevents data from passing outside your company with 256bit encryption from end to end.

Why Consider using Rapid-Support?

Improve 1st Call Resolution Rates by 35 to 45%

Key Customer Benefits:

• Immediate and speedy resolution of IT issues at our support customers' sites within a secure infrastructure
• Increase the efficiency of our support team by increasing the incidence of issue resolutions on first call
• An innovative solution that saves you time and money
• Rapid-Support further enables remote project work e.g. migration services

Get immediate support now via the innovative Rapid-Support platform.

Contact Origina on +353 (0) 1 2942300 (IRL) / +44 (0) 2033 183790 (UK) / This e-mail address is being protected from spambots. You need JavaScript enabled to view it to find out how we can help your business today!