1 Secure Virtual Assist/ Access/Meeting Easy-to-use tools for secure remote support, PC control and collaboration Technical support by phone, , chat and pre-installed remote support clients can be cumbersome, time-consuming and frustrating. User-friendly remote assistance tools are critical for enhancing service levels, reducing resolution times and minimizing costs. Moreover, technicians and employees may need access and control over unattended Windows PCs that reside on a different network to access files or perform emergency maintenance or general administration. Organizations are also looking to reduce costs associated with remote worker collaboration, while increasing employee productivity. Dell SonicWALL Secure 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, Mac OS or Linux computer. Easily installed via a web browser, Secure Virtual Assist gives 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 OS and Linux customers. Furthermore, Secure Virtual Assist facilitates the management and scheduling of the support queue and enables tight integration by leveraging existing network and authentication infrastructure. Secure Virtual Access enables authorized users in distributed and service provider businesses to gain secure web-based access to their unattended Windows computers from anywhere. It is available in conjunction with Secure Virtual Assist on Dell SonicWALL Secure Remote Access (SRA) for SMB Series. Secure Virtual Access increases productivity by providing full access to remote unattended Windows desktops and laptops. Simply install the Secure Virtual Access agent onto a Windows computer with Internet access. Through your SRA Virtual Office web portal you can then select an unattended machine, establish a secure connection and take full control of the PC. Secure Virtual Meeting* allows for secure and cost-effective collaboration, eliminating the need for unnecessary travel expenses. Unlike other virtual meeting solutions, Dell SonicWALL Secure Virtual Meeting leverages advanced SSL technology along with user authentication to comprehensively protect sensitive and proprietary communications. Secure Virtual Meeting integrates with existing calendar and scheduling systems such as Microsoft Outlook. Benefits: Thin client connectivity Leverages the existing authentication infrastructure Logging and reporting functionality 256-bit AES SSL encryption Low TCO for multiple services *Available in conjunction with Secure Virtual Assist for SRA 4600 and SRA Virtual Appliances only
2 Shared features Thin client connectivity eliminates the need to download and pre-install a fat client, minimizing customer frustration and setup overhead. Leverages the existing authentication infrastructure including the local SRA database ensures that the technician s and meeting coordinator s identities are confirmed. 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. Low TCO for multiple services is achieved by making secure remote support, PC control and collaboration all available on a single appliance at an affordable cost. Additionally, all of these are available with a simple upfront pricing mechanism. Secure Virtual Assist features Anytime, anywhere remote support improves customer satisfaction and support staff productivity by reducing time to resolution on outstanding help desk tickets and easing remote system troubleshooting. Secure Virtual Assist saves time and money by removing the need to send support staff on-site to debug problems with Windows, Mac OS or Linux systems. Secure 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, Mac OS or Linux desktop or laptop for troubleshooting purposes. 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, Mac OS or Linux desktops or laptops in the customer s absence. Personalized customer web portal enhances the user experience by providing a familiar look and feel for Windows, Mac OS or Linux customers. Support queue dashboard simplifies administration and allows case prioritization based on the severity of the issue. File transfer capability provides fast, convenient and secure access to local and remote files. Record a Secure Virtual Assist session allows the technician to record the service session. The recorded video session can be viewed or shared with other users that may be experiencing a similar issue. 2
3 User: XXXXXX Password: XXXXXX LOG IN Secure Virtual Assist deployment Technician Customer 1. Technician logs into portal or via a standalone thin client to monitor queue or invite a specific customer via Customer logs into a portal and requests help or accepts the invitation. 3. A thin client is pushed seamlessly through the browser to the Customer. 4. Technician sees Customer in queue and requests access to computer. Customer accepts the request. 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. 6. The Technician or Customer may end this session at any point in time. Secure Virtual Access features Anytime, anywhere 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. Access lists enable multiple Secure Virtual Access users to remotely access an unattended Windows system. Disabling power saving mode enables systems to remain active and accessible during a Secure Virtual Access session. Secure Virtual Access deployment User: XXXXXX Password: XXXXXX SIGN UP 1 Install the Virtual Access thin client onto a personal computer with Internet Access (available from the Dell SonicWALL SSL VPN Web Portal). 2 Log into the Dell SonicWALL 3 Select the Virtual Access link from 4 Access your personal computer remotely. SSL VPN portal from a remote the SSL VPN Web portal. personal computer. 3
4 Secure Virtual Meetings features Secure virtual collaboration protects sensitive communications and eliminates unnecessary travel costs. Information secured internally and never hosted or otherwise shared by a third-party service provider. Meet Now functionality allows two or more individuals to collaborate instantly, with very little effort. Multiple organizations and multiple meeting sessions for each organization can be supported with a single SRA 4600 or Virtual Appliance. Secure Virtual Meeting deployment Host Participants Participant/Host login screen Host screen (being shared) Participant screen 4
5 Specifications Customer s computer* OS: Windows XP SP3 (32-bit), Windows Vista SP2 (32-bit, 64-bit), Windows 7 SP1 (32-bit, 64-bit), 8 (32-bit, 64-bit), Mac OS 10.5+, Linux (various flavors including Fedora 13+ and Ubuntu ) Browser: Internet Explorer, Firefox, Chrome, Safari Virtual Access Remote PC: Windows XP, Vista (32-bit, 64-bit), Windows 7 (32-bit, 64-bit), 8 (32-bit, 64-bit) Technician s computer* OS: XP, Vista (32-bit, 64-bit), Windows 7, 8 (32-bit, 64-bit), OS X Browser: Internet Explorer, Firefox, Chrome, Safari Maximum number of allowable technicians SRA Series for SMB: SRA 1600: 10, SRA 4600: 25, SRA Virtual Appliance: 25 E-Class SRA Series: SRA EX6000: 50, SRA EX7000: 250, SRA EX9000: 250, E-Class SRA Virtual Appliance: 25 Maximum number of allowable meeting participants SRA 4600: 75, SRA Virtual Appliance: 75 For Virtual Meeting, the maximum number of meeting attendees allowed is 3 times the number of unused tech licenses for a particular SRA appliance. *Please refer to the SRA product release notes for the most recent OS version support. Assist/Access/ Meeting Up to 1 Technician 01-SSC-5967 Up to 5 Technicians 01-SSC-5974 Up to 10 Technicians 01-SSC-5971 Up to 25 Technicians 01-SSC-5972 Up to 2 Concurrent Technicians 01-SSC-8463 Up to 10 Concurrent Technicians 01-SSC-8464 Up to 25 Concurrent Technicians 01-SSC-8465 Up to 50 Concurrent Technicians 01-SSC-8466 Up to 100 Concurrent Technicians 01-SSC-8467 For more information on Dell SonicWALL SSL VPN solutions, please visit our web site at For more information Dell SonicWALL 2001 Logic Drive San Jose, CA T F Dell Software 5 Polaris Way, Aliso Viejo, CA If you are located outside North America, you can find local 5 office information on our Web site Dell, Inc. ALL RIGHTS RESERVED. Dell, Dell Software, the Dell Software logo and products as identified in this document are registered trademarks of Dell, Inc. in the U.S.A. and/or other countries. All other trademarks and registered trademarks are property of their respective owners. DataSheet-SecureVirtual-US-TD
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