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Existing Customers
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NetSupport 24-7 - FAQ, Help and Support

Q. What is required on the End users PC to allow Remote Support ?
A. The simple answer is nothing. The beauty of NetSupport 24-7 is that we don't require a prior installation of our technology. Any user needing support, with a simple network connection can be delivered full Remote Support in a matter of seconds.

Q. What platforms are supported ?
A. NetSupport 24-7 currently provides remote support functionality for any PC running Windows 98, ME, 2000, 2003, XP, Vista, Windows 7 or Mac.

Q. Does it work even if an End User is behind a firewall ?
A. Yes, NetSupport 24-7 utilises http communication to allow secure communication between the Operator and End user, even if both parties reside behind firewalls. No configuration is required at an End User site.

Q. What type of network connection is required ?
A. NetSupport 24-7 is an internet based solution, any connection from a 128k ISDN connection, ADSL, DSL, Cable through to a LAN connection can be utilised. As a general rule of thumb, if your PC can connect to the Internet it will be suitable for on-demand support, but of course the slower your connection, the slower the speed of the service.

Below is an example of the maximum performance available based on a range of connection types.

Max download speed
Download 2Mb
128 kbps
16 Kb / Sec
2 min 8 secs
256 kbps
DSL 256
32 Kb / Sec
1 min 4secs
512 kbps
64 Kb / Sec
32 secs
1000 kbps
DSL 1Mbps
125 Kb / Sec
16 secs
1544 kbps
Full T1
193 Kb / Sec
11 secs
2000 kbps
DSL 2 Mbps
250 Kb / Sec
8 secs

Q. How secure is NetSupport 24-7 ?
A. Put simply, Very. The product utilises industry standard encryption ranging from 56bit DES to 256 bit AES encryption. Both parties are securely authenticated via the NetSupport 24-7 gateway and unlike other remote control solutions, a client is not required to be in operation at all times on a users PC.

Q. How much will it cost me to implement the solution for my customers ?
A. To use NetSupport 24-7 hosted solution, absolutely nothing. You can create an account for free and evaluate all of the features within the product. Once you decide to implement the solution, you simply sign up to either a monthly or annual subscription based on your likely usage levels. The key to NetSupport 24-7 is that you can provide support to an unlimited number of end users, at no upfront cost, you only pay if you actually have to support them.

Q. What is involved in setting up NetSupport 24-7 ?
A. Select the register option from the NetSupport 24-7 website. An easy to use wizard will take you through the 3 main steps to setup your account. Firstly define your company details, secondly create accounts for all of your helpdesk operators and finally, specify what features you want enabled in your on-demand client setup. Start to finish should take no longer than 15 minutes.

Q. Is the solution both Reliable and Proven ?
A. NetSupport 24-7 Technology is currently installed on in excess of 5,000,000 systems worldwide and has been available for 14 years. Our Remote Control products are recognised as market leading technologies and a list of awards and accreditations are available to warrant this.

Q. Can I try NetSupport 24-7 without making any commitment ?
A. Absolutely! You can sign up now and try the product for 14 days without any commitment. We don't ask for any credit card details or purchasing information.