Remote Support Center - Frequently Asked Questions

• Is Remote Support Center an option for Desktop Authority?
  • Remote Support Center is available in three ways:
    • Standalone, with the InstantAssist and ExpertAssist clients licensed individually
    • In Desktop Authority 8.0, the ExpertAssist client and Remote Support Center management interface will be included for supporting desktops on the LAN. The InstantAssist client and gateway for Internet computers are available at extra cost
    • In Help Desk Authority Enterprise, the InstantAssist client and Remote Support Center management interface are included with for LAN and Internet users. The ExpertAssist client is available at extra cost
    
    When Remote Support Center used together with Desktop Authority, it is possible to configure more granular remote management security settings on each computer, especially with the power of Desktop Authority’s patented Validation Logic. Desktop Authority can set permissions for each administrator so it is possible to prevent them from viewing the remote desktop, or copying files to the computer, or running the command prompt, etc...


• Does Remote Support Center let me remotely perform policy-based management of groups of desktops that aren’t on the domain?
  • No. Remote Support Center extends the reach of Desktop Authority’s Remote Management technology (which provides individual remote control and assistance) to computers everywhere on the LAN and across the Internet. It does not extend Desktop Authority’s desktop configuration and personalization capabilities to non-domain computers, nor does it perform software deployment, patch management or other end-point security functions on desktops.


• What is the difference between the InstantAssist Client and the ExpertAssist Client?
  • o InstantAssist Client
    • One-time, per-incident user assistance
    • Rapid download and install, just 2.5MB in size
    • Allows remote control of user screen
    • Licensed per help desk technician
    o ExpertAssist Client
    • Multiple deployment methods:
    • Pushed from Remote Support Center console to a computer, OU or domain
    • Deployed by DA, SMS/SCCM or Group Policy
    • Installed on an individual computer through an invitation
    • Always available for immediate support
    • Features “behind the screen” support to resolve problems without interrupting the user. Other features include Performance Dashboard, File Transfer, Command Prompt, Chat, File Explorer, Processes, Services, Registry, Applications, Hotfixes, Hardware info and more!
    • Licensed per seat
    

ScriptLogic Product Maintenance

• What do I get with Standard Support, Extended Support or Maintenance?
  • For a full statement of ScriptLogic’s Support and Maintenance offerings,  please click here

Remote Support Center licensing

• For more information on Remote Support Center licensing, see the Licensing FAQs page.