SonicWALL Virtual Assist/Virtual Access

SonicWALL Virtual Assist/Virtual Access
SonicWALL Virtual Assist/Virtual Access
S E C U R E R E M O T E A CC E S S
n Anywhere,
anytime
remote support
n Virtual
Assist chat functionality
n Diagnostic
capability
n Advanced
troubleshooting capabilities
n Personalized
Virtual Assist customer web portal
n Easy-to-use
Virtual Assist technician standalone client
n File
transfer capability
n Anywhere,
anytime
remote PC control
n Access lists
Easy-To-Use Tool for Remote Support and Remote PC Control
Technical support by phone, email, chat and pre-installed remote support clients can be
cumbersome, time consuming and frustrating. User-friendly virtual assistance tools are critical for
enhancing service levels, improving resolution times and minimizing costs. Moreover, technicians,
trusted service providers and employees need access and control over unattended mission-specific
PCs (such as file servers, application servers and database servers) from remote locations in order to
provide routine or emergency support, administration or maintenance.
SonicWALL® Virtual Assist is a remote support tool for distributed businesses and service providers
that enables a technician to assume control of a customer’s Windows®, Macintosh® or Linux®
computer. Easily installed via a web browser, customers can give technicians instant permission to
chat, transfer files, access and reboot their computer remotely to diagnose and fix problems. The
easy-to-use customer web portal provides a familiar look and feel for Windows, Mac and Linux
customers. Furthermore, the technician and standalone client facilitates the management and
scheduling of the support queue. SonicWALL Virtual Assist allows tight integration by leveraging
existing network and authentication infrastructures.
SonicWALL Virtual Access enables authorized users in distributed and service provider businesses to
gain secure web-based access to their unattended Windows computers from anywhere. Available as
an add-on license on SonicWALL Secure Remote Access (SRA) Series appliances, Virtual Access
increases productivity by providing easy full access to remote unattended Windows desktops or
laptops. By simply installing the Virtual Access agent onto a Windows computer with Internet access
and a connection to the SRA appliance, an authorized user can connect to that computer from
anywhere over the Internet. Users simply log into the SonicWALL SSL VPN web portal, and select the
Virtual Access option to connect back to the unattended computer.
n Disable power saving
while active
Virtual Assist Features and Benefits
Virtual Access Features and Benefits
n Thin
Anywhere, anytime remote support improves
customer satisfaction and support staff productivity by
easing remote system troubleshooting and speeding
time-to-resolution on outstanding help desk trouble
tickets. It also saves time and money by not sending
support staff on-site to debug customer desktops and
laptops running Windows, Mac or Linux operating
systems.
Anywhere, anytime remote PC control supports
flexible teleworking and managed services initiatives, and
lowers overhead costs by streamlining distributed
application system deployments, operations, upgrades,
administration and maintenance.
client connectivity
n Tight
integration with existing authentication infrastructure
n Logging
and reporting functionality
n 256-bit AES SSL
encryption
Virtual Assist chat functionality provides an efficient
and cost-effective way to communicate as opposed to
phone support.
Diagnostic capability enables a technician to quickly
obtain system information from a customer’s Windows,
Macintosh or Linux desktop or laptop.
Advanced troubleshooting capabilities include
support for remotely rebooting and reconnecting to a
remote PC, even in Safe Mode. Unattended mode
support provides technicians the ability to service
Windows, Macintosh or Linux desktops or laptops in
the customer’s absence.
Personalized Virtual Assist customer web portal
enhances the user experience by providing a familiar
look and feel for Windows, Macintosh or Linux
customers.
Easy-to-use Virtual Assist technician standalone
client facilitates the management of the support queue.
File transfer capability provides fast, convenient and
secure access to local and remote files.
Access lists enable multiple Virtual Access users to
access a remote Windows system.
Disable power saving while active allows remote
systems to remain accessible during an active Virtual
Access session.
Shared Features and Benefits
Thin client connectivity eliminates the need to
download and pre-install a “fat” client, minimizing
customer frustration and setup overhead.
Tight integration with existing authentication
infrastructure ensures that the technicians’ identities
are confirmed. Alternatively, the local database of the
SSL VPN appliance and tokenless two-factor
authentication can be utilized.
Logging and reporting functionality enables
managers to supervise remote support activity for
internal audit or external billing purposes.
256-bit AES SSL encryption of the data by the SSL
VPN appliance provides a secure environment for the
data and assists in the effort to be compliant with data
protection regulations.
Specifications
SonicWALL Virtual Assist Deployment Scenario and Virtual Access Deployment Scenario
Virtual Assist Deployment Scenario
SonicWALL Virtual Assist/
Virtual Access
Internet
Technician
Customer
SonicWALL Virtual Assist/
Virtual Access
Up to 1 Technician
01-SSC-5967
SonicWALL Virtual Assist/
Virtual Access
Up to 5 Technicians
01-SSC-5974
SonicWALL Virtual Assist/
Virtual Access
Up to 10 Technicians
01-SSC-5971
SonicWALL Virtual Assist/
Virtual Access
Up to 25 Technicians
01-SSC-5972
SonicWALL Aventail E-Class
SRA Virtual Assist
Up to 2 Concurrent Technicians
01-SSC-8463
SonicWALL Aventail E-Class
SRA Virtual Assist
Up to 10 Concurrent Technicians
01-SSC-8464
SonicWALL Aventail E-Class
SRA Virtual Assist
Up to 25 Concurrent Technicians
01-SSC-8465
1. Technician logs into a portal or via a standalone thin client
to monitor queue or invite a specific customer
via email.
5. The Technician now actively controls the remote computer.
The Customer is able to see what the Technician does on
the screen. Both parties can chat and transfer files to each
other during the session.
2. Customer logs into a portal and requests help or accepts the
email invitation.
6. The Technician or Customer may end this session at any
point in time.
3. A thin client is pushed seamlessly through the browser to
the Customer.
SonicWALL Aventail E-Class
SRA Virtual Assist
Up to 50 Concurrent Technicians
01-SSC-8466
4. Technician sees Customer in queue and requests access
to computer.
SonicWALL Aventail E-Class
SRA Virtual Assist
Up to 100 Concurrent Technicians
01-SSC-8467
Virtual Access Deployment Scenario
*S upport for SonicWALL Virtual
Assist is covered by the support contract purchased for the SSL VPN appliance.
User: XXXXXX
User: XXXXXX
Password: XXXXXX
Password: XXXXXX
LOG IN
SIGN UP
1 Install the Virtual Access thin client
onto a personal computer with
Internet Access (available from the
SonicWALL SSL VPN Web Portal).
2 Log into the SonicWALL SSL VPN
3 Select the Virtual Access link from the
portal from a remote personal
computer.
4 Access your personal computer remotely.
SSL VPN Web portal.
Specifications
Customer’s Computer*
Technician’s Computer*
OS: Windows XP SP3 (32-bit), Windows Vista SP2 (32-bit, 64-bit), Windows 7
SP1 (32-bit, 64-bit), MacOS 10.5+ (PowerPC and Intel), Linux (various flavors
including Fedora 13+ and Ubuntu 10.04+)
Browser: Microsoft Internet Explorer, Mozilla Firefox, Google Chrome
Virtual Access Remote PC: Windows XP, Vista (32-bit, 64-bit), Windows 7
(32-bit, 64-bit)
OS: Windows 2000, XP, Vista (32-bit, 64-bit), Windows 7
Browser: Microsoft Internet Explorer, Mozilla Firefox, Google Chrome
Maximum Number of Allowable Technicians
SRA 1200: 10, SRA 4200: 25, SRA Virtual Appliance: 25, SRA EX-750: 10,
SRA EX6000: 50, SRA EX7000: 250
*Please refer to the SRA product release notes for the most recent OS version support.
For more information on SonicWALL SSL VPN solutions, please visit our Web site at http://www.sonicwall.com.
SonicWALL’s line-up of dynamic security solutions
SonicWALL, Inc.
2001 Logic Drive, San Jose, CA 95124
T +1 408.745.9600 F +1 408.745.9300
www.sonicwall.com
NETWORK
SECURITY
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REMOTE ACCESS
WEB AND E-MAIL
SECURITY
BACKUP
AND RECOVERY
POLICY AND
MANAGEMENT
©2011 SonicWALL and the SonicWALL logo is registered trademarks of SonicWALL, Inc. Dynamic Security For The Global Network is a trademark of SonicWALL, Inc. Other product names mentioned herein may be trademarks and/or registered trademarks of their
respective companies. Specifications and descriptions subject to change without notice. 06/11 SW 1262
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