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Advanced

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Remote Support

SDS Can Help You Via the Internet

Real-Time Interaction and Immediate Assistance

SDS may be able to assist you via a live remote session.

SDS is currently trialing this software and to date it has proven very effective in allowing us to diagnose issues that would otherwise require a lot of discussion via the telephone.

Remote access opens a window on our PC that shows the screen that you are seeing on your PC or workstation. The keyboard and mouse can also be controlled remotely and, of course, this can all take place whilst holding a telephone conversation to describe the actions being taken..

Using a remote access system delivers solutions to you quickly and effectively:

• SDS can perform remote diagnosis of problems arising from incorrect configuration of the software or the host PC
• We can perform live demonstration of new and important program features
• We can show how best to perform maintenance procedures in CAIRO and on Microsoft SQL Server

Remote Support

Assistance Via the Internet

Immediate Help at Your PC

You can download the Remote Assistance Module for SDS by clicking the link below. You will need an ID and password (Note this is different from the ID and password used elsewhere on this site) :

• Remote Assistance Module

Download the executable file to your computer and run it. It will attempt to make ontact with the router at SDS. If successful, a remote access session can begin.

Remote assistance is achieved via the internet so for this software solution to work, you must have active broadband internet connectivity.

FAQ

The most frequently asked questions are answered below:

• Q. Is it Safe?
• A. Totally. The software that you run on your PC contains no viruses or spyware.
• Q. Who is in control?
• A. You are. You initiate the remote session and you can terminate the session at any time.
• Q. How big is the download?
• A. Tiny - about 230k.
• Q. How will I know what is happening?
• A. During the remote session, you will be able to see everything that SDS is doing, on your computer's screen. Nothing is hidden.
• Q. Will it Work Through My Firewall?
• A. Usually, yes. However, some firewalls may block access on the port used by SDS. If connection is not possible, it may be necessary to configure the firewall to allow traffic on the designated port. Contact SDS for more details