THE PROBLEM:

When a support technian fields a call from an irate customer complaining that connectivity or performance is poor, the technician must immediately answer the question, ‘is it the server or is it the customer?’ Although servers are seldom to blame and, in a majority of cases, the problem rests with the customer’s network, firewall or ISP, locating and proving this is both time consuming and costly.

THE SOLUTION:

Unlike conventional traceroute solutions, DesktopPerspective Server allows the help desk support technician to conduct a real-time IP trace from the customer’s desktop through their network and local ISP to any application service or device located anywhere in the world. Without the need to deploy additional software, DesktopPerspective provides complete visibility into network connectivity and network performance problems that cause degraded end user experience including issues that originate directly behind the customer firewall. By deploying a very small agent, the help deskt support technician can quickly and easily troubleshoot remote systems.

KEY FEATURES:

• On-demand analysis of network connectivity problems from the user's location
• Deployed, anonymous remote connections
• Trace from anywhere, to anywhere via a standard browser
• Fast implementation with minimal customer impact
• Seamless, secure, easy-to-use interface
• Fully featured reporting and configuration options
• A robust support desk solution that also provides for a self-service portal and ad hoc network analysis