Support Express - Product Sheet

BeAnywhere Support Express with inSight Lite Edition

An advanced Software-as-a-Service solution that allows comprehensive remote access to Microsoft
Windows and Apple Mac computers in order to provide IT Support, as well as system management and
monitoring.
Its exclusive peer-to-peer technology allows the delivery of instant, on-demand remote support to any
computer in the world, even through rewalls and complex networking congurations. Easily manage,
maintain and control unattended systems, assisting several customers simultaneously to increase
productivity, even through your iOS or Android devices.

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PRODUCT

SHEET

INDEX

TECHNICIANS

TECHN

Features for...

MANAGERS

BENEFITS

PLANS

SPECIFICATIONS

AN
ICI S

System info.

Custom Warnings.

File Transfer.

In-depth auditing and diagnostics data helps

on management and problem assessment.
Check programs running, installed software,
available resources, Event Viewer logs...

Dene what messages or specic webpages

are shown to the user if certain conditions are
met (connection dropped, support applet is
closed, specic schedule...).

Instantly transfer les and folders with your

clients. You can pause and resume transfers or
change the order on the le queue.

High Performance and

Firewall Friendly.

Interact and Collaborate.

Restart & Reconnect.

Always the best performance in any scenario,

even with rewalls and exotic network
congurations. BASE can also reach machines
with no direct connection to the Internet, by
using a dedicated proxy on the same LAN.

Multiple techs can be on a session, and every

one can use independently all the features of
the product. Using the integrated VoIP
module, perform simultaneous calls with
dierent clients during sessions, or conference
calls with several technicians or a mix of
everything at the same time!

The remote computer can be restarted directly

from the session, even in safe mode. You can
log back into Windows without knowing the
system credentials or requiring a local user to
log in locally, even from the support applet and
without administrator permissions.

System Shell.

Multi Session Handling.

Port Forwarding.

Use a standard command prompt or a

powershell without opening a remote desktop
connection. Compatible with batch les and
scripts.

Conduct
unlimited
concurrent
remote
sessions with a tabbed console interface that
easily lets you toggle between sessions.

Route local trac to the remote network

without any additional conguration. Easily
Link local programs to remote services.

System Monitoring.

Scripts Execution.

Auditing and Inventory.

Create advanced system alerts (CPU and

memory usage, disk space, process or service
activity, Windows events...) with several
thresholds and automatic actions associated.

Easily deploy scripts on multiple machines

from a centralized interface, with advanced
options like scheduling, timeouts and context.
Perform silent deployments or require
interaction with the local user.

Create
detailed
reports
about
your
infrastructure and maintenance operations by
listing all the relevant activity (alerts triggered,
scripts executed, outdated software, sessions).

Patch Management.

One Click.

Advanced Remote Control.

Find outdated software or missing system

patches on each computer and immediately
x those problems.

Thats all it takes to begin a support session: a

single
click.
No
pre-instalation,
no
administrative privileges. Clients just need a
simple, customizable URL or a PIN code.
InstaConnect exclusive technology assures
that the support session is established in
milliseconds.

Compatible with multiple Terminal Services

sessions and Fast User Switching. Supports
two-way clipboard and multi-monitor.The
solution can automatically scale the remote
screen image to t your window. Scale or
zoom the remote image and set dierent color
modes. Blank the remote screen and lock the
remote input. Share your screen or use a laser
pointer to train the remote user and use
keyboard shortcuts to faster accomplish any
task at hand.

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Features for...

LPDES
K
HE

RS

NA
MA GE

Instant Notications.

Service Monitoring.

Deferred Support Tickets.

Advanced Computer Management.

Granular Management.

Session Recording.

Advanced Survey Creation & Reporting.

Advanced Calling Card creation.

Receive immediate e-mail notications when certain conditions are met

or when events occur. Specify dierent recipients for dierent events.

Besides requests, users can also create support tickets, with le

attachments and custom surveys, for you to take on a later time. Ticket
creation can also be integrated in your site within minutes.

Organize computers in groups and technicians in departments to easy

route support requests and dene escalation procedures. Create an
unlimited number of technicians with dierent proles and granular
permissions down to computer level.

Create complex surveys in seconds, which can be sent to customers or

technicians, supporting multiple languages, dierent types of questions
and advanced editing. Analyze graphical reports on the results and
export the data.

Real time information about all the running sessions, the workload of
the techs and missed requests. Detailed reports of each session and
business intelligence tools are available to get the big picture.

Easily deploy or update multiple BASE Agents at once across

organizations of any size, applying default options, expiration dates
and security settings automatically.

Record sessions in video in Adobe Flash format, for quality control

or training purposes. Videos are automatically hosted by BeAnywhere
and can be easily retrieved by customers.

An easy, one-click, zero-download desktop icon you can pre-install on

remote desktops for easy access to the helpdesk. Brand the Calling
Card with your corporate image. Create exportable batches of calling
card codes with your prex, with an expiration date or/and a dened
duration. You can even dene the time is counted and the minimum
time to be charged on every session.

REDUCE ON-SITE CALLS. Close most of the incidents

remotely: exchange les with the remote machine;
view and control the screen remotely, restart &
reconnect the remote computer and automatically
log back into the OS, even in Safe Mode.

KEY

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NEFITS
E
B

OPTIMIZE AVAILABLE RESOURCES. Detailed reports

and real time information about the resource's
occupation
allows
precise
performance
assessment and shows the opportunities for
optimization.

BE PROACTIVE. Real-time monitoring of system

health and performance data allows problem
anticipation and the decreasing of potential
damages caused by outages or errors.

INTEGRATION. Accept support requests directly

from your web site or from any other software,
through a powerful yet simple API.
ASSURANCE FOR CLIENTS. Sessions are protected by
256-bit AES encryption. Any action taken on the remote
computer is logged and the user informed. Users can block
actions or suspend dierent session features at any time.

FLEXIBLE. No administration privileges are required,

supported in all Microsoft operating systems since
Windows 2000.
RAPID INCIDENT RESOLUTION. Clients can start sessions almost
instantly through several methods. System Information and chat help
technicians to rapidly diagnose the situation and undertake the most
appropriate action.
GIVE CLIENTS A BETTER VISIBILITY OF THEIR ROI. Send an automated,
comprehensive PDF report at the end of each support session and keep
a video record of the remote control activity. Produce complete audit
reports.
ENHANCE BRAND AWARENESS. Provide an exclusive support link with
your brand, add your logo and customize the behavior of the support
applet interface; aditionally you can add your own terms of service.

SECURE. Set granular access rules by user or IP to the solution, its

administration console and specic machines. Limit features by
technician or de-elevate the Agent conguration program. Protect your
technicians login using a mobile token (Android, Apple iOS and
Windows Phone OS).
USE IT FROM ANYWHERE. Provide remote support from virtually any
Java-enabled operating system, using a Web lite-console. Install a
portable version of the Windows console on any removable device.
MULTIPLE WAYS TO START A SESSION. Whatever the scenario,
BeAnywhere makes it easy to start a session. From a customized URL to
a pin-code, from a webiste button to a software API, you can choose
what works best for any given situation.

... and also

MODULE FOR
END-USER ACCESS.
Provide special, limited accounts for your clients to be able to
access their computers using the best KVM protocol in the Market!
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SERVICE PLANS
BeAnywhere Support Express is available in three different plans, with differenciated funcionalities. All the plans allow the creation of unlimited
technician profiles. The number of technicians able to use the solution simultaneously is restricted by the license type.

Lite

Business

Corporate

Per Request

#Channels

Unlimited

Unlimited

Unlimited

#Sessions

# Technicians

Unlimited

Unlimited

Unlimited

Unattended Access

100

300

inSight Lite Devices

10

VoIP Calls
Session Video

Session Transfer

Request Routing

System Info

System Shell

Port Forwarding

Surveys

Chat between techs

Chat with clients

Client Warnings

Multi-techs sessions

Deferred Tickets

Calling Cards

Panic Button

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WHAT IS BEANYWHERE INSIGHT

LITE EDITION?
BeAnywhere Business and Corporate editions of Support Express
include an edition of BeAnywhere inSight, a Remote Monitoring
add-on which helps preventing problems and downtimes in your
clients critical servers and workstations (monitor up to 10 PCs in the
included edition). Monitor CPU and memory state, along with the
running processes and HDD utilization, besides keeping hardware
and software inventory always updated.

A simple interface allows for a rapid deployment in any

remote support or remote administration scenario, with
no more than an hour of training for the teams.

CPU: Pentium I@450Mhz, Intel 64bit CPU for Mac computers

RAM: 128MB
OS: Windows 2000, Windows Server 2003, Windows XP, Windows Vista, Windows 7,
Windows 8, Mac OS X 10.7.5 or newer iOS 7 or newer, Android 4.0 or newer.
Internet: 28.8Kbps (56Kbps recommended); ability to make outgoing TCP
connections (compatible with HTTP or SOCKS proxies).
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ABOUT BEANYWHERE

CONTACTS

BeAnywhere
delivers
real-time
platforms that solve, with elegant
simplicity, a broad range of IT
management challenges, making
work easier, more ecient and
secure for thousands of companies
around the world.

Europe: +351 210 441 550

North America: +1 604 249 038
South America: +55 (11)3230-2309
contact@beanywhere.com
www.beanywhere.com

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