News | February 4, 2009

N-able Technologies Helps Channel Partners With Introduction Of N-supportPro

Making it easier for channel partners to address customers’ IT support needs and inquiries remotely, N-able Technologies today announced the immediate availability of N-supportPro – the IT industry’s fastest and most secure end-to-end attended remote control and IT support software.
 
Developed in conjunction with alliance partner NTR Global, N-able’s hosted N-supportPro software uses a secured Internet connection to enable service desk technicians to connect to remote devices in seconds and resolve customers’ IT issues with greater efficiency. IT service providers and managed service providers (MSPs) can purchase N-supportPro on its own or as an enhancement to N-able’s award-winning N-central network and systems management software. There is no upfront investment, installation or ongoing maintenance required for deploying N-supportPro, which means the service is up and running quickly.
 
“N-supportPro is easy to use and offers customers and IT service desks the industry’s most reliable and secure means of taking control of remote devices, resolving IT issues and using chat to communicate in real-time with users,” says Mike Cullen, N-able’s vice president of sales. “In today’s economy and with today’s technology, there’s no reason for IT service providers to roll a truck or dispatch a technician to resolve simple service issues, reboot a system or get a diagnostic report. With N-supportPro, users can establish a secure remote connection and live chat in seconds – saving both parties time and money – and dramatically increase customer service levels.”
 
N-supportPro is easy to deploy, compatible with a wide range of Web browsers, and supports multiple platforms and operating systems. The hosted service works with virtually any connection including T3 and dial-up, and offers business integration with CRM technology, professional services automation (PSA) tools, billing software and other systems. Service providers and MSPs can use N-supportPro to remotely support desktops, notebooks, servers and mobile devices such as Windows Mobile smartphones.
 
Additional Features and Benefits
As the industry’s most comprehensive and secure end-to-end remote control and IT support software, N-supportPro boasts a number of key features designed exclusively to improve the communication and technical support capabilities of IT service desks. These include:
  • Five Available Connection Modes and Concurrent Sessions per Operator – From passive collaboration to complete control, technicians can select the mode that best suits their needs. Working to increase productivity, technicians can manage up to five concurrent client sessions at a time.
  • Drag and Drop Two-Way File Transfer – Technicians and customers can send and receive files. This feature also allows customers to be granted power of refusal for operator-initiated transfer requests.
  • Extensive System Snapshot with Remote Diagnostics – Get a complete diagnostics report on the remote machine in seconds with just one click.
  • Print Remote Documents – Print documents remotely on the operator's printer – no file transfer or special configuration is required.
  • Record and Playback Remote Control Sessions – Create and save a visual transcript of the remote control session for reference.
  • Reboot and Reconnect – Allows technicians to reboot and reconnect remote machines without losing the control connection.
  • Show or Hide Applications during Remote Control – This important privacy feature lets the customer choose which applications the technician sees, safeguarding any confidential information.
  • Support for Windows Mobile Device Users – Use remote control to troubleshoot and resolve technical problems on the customer’s Windows Mobile smartphone.
  • Customized, Branded Interface – IT service providers and MSPs can customize chat windows, e-mails and surveys with their brand.
 “The features and functionality in N-supportPro will enable IT service providers and MSPs to notably enhance their remote service capabilities and bring additional value-add to their current offerings,” says Cullen. “N-supportPro is a great service enhancement for existing MSPs and a must-have for those IT service providers who are not ready to move to a proactive management model, but want the capability of responding remotely to their customers’ IT support needs.”
 
N-supportPro is available now to IT service providers and MSPs in North America. For a free trial of N-supportPro, visit www.n-able.com/trynsupportpro. For more information, visit our N-supportPro section on www.n-able.comor call 1-877-655-4689.
 
About N-able Technologies
N-able Technologies is the global leader in network and systems management software and services for Managed Service Providers (MSPs) and IT professionals. N-able’s award-winning N-central software and complementary toolsets are proven to reduce IT support costs, improve network performance, and increase productivity through the proactive monitoring, management and optimization of IP-enabled devices and IT infrastructure. N-able maintains operations in North America, the U.K. and Australia.  www.n-able.com.