Frequently Asked Questions

What does this software do?

Our RapidSupport software allows you to:

  • See which of your clients are online and have requested your assistance
  • Chat to your clients using the built-in instant messaging facility
  • Gather technical support information from your client's PC
  • Remote control your client's PC
  • Remote control unattended servers & PCs
  • Transfer files to and from your client's PC
  • Stick "Post It" notes on your client's screen
 
Additional features include:
 
  • Direct connection to internal PCs on same LAN
  • Direct connection to remote PCs when UPnP is enabled on router
  • Indirect connection to remote PCs via relay server when direct connection is not available
 
As part of our service we configure the software specifically for your business so that your client sees your branding and contact details when they launch the support application on their PC.

What are the main benefits to my business?

You will be able to communicate with your client and remote control their PC to assist them with any support issue.

This means no more emails or phone calls going back and forth while your client attempts to explain their issue. Have you ever had to drop everything, get in your car and visit the client because you just cannot figure out what their problem is over the phone? Now you can see what is happening and take control to fix the issue!

The bottom line is that you will spend less time on support jobs leaving more time for well, everything else...

Who is this software suitable for?

RapidSupport is suitable for anybody who needs to provide remote assistance to their clients. This includes:

  • IT support providers
  • IT consultants
  • IT departments
  • Freelance programmers
  • Web developers
  • Training providers
  • Businesses providing support for their own software
 
Can you think of a way to use RapidSupport in your business? Why not give us a go...

How does it work?

Your client simply launches the support client application on their PC when they want support. This allows you to remote control their PC and provide assistance using the support console on your own PC.

How secure is this?

Our software and server communications are secured using the same kind of SSL encryption used worldwide for internet banking and online shopping. In addition your customers can rest assured that you are only able to remote control their computer when they are running the support client application (which they are able to close at any time)

How fast is remote control?

RapidSupport now features a direct connect mode which connects you directly to the client's PC to facilitate the fastest possible remote control.

When a direct connection is not possible RapidSupport uses relay servers to enable remote control. We operate multiple relay servers in Australia and in other locations around the world to ensure fast remote control. RapidSupport will automatically connect through the fastest available server (which is usually the one located closest to you). Our multiple servers also provide redundancy with automatic failover in case of outages or congestion.

Can I remote control servers or unattended remote PCs?

Yes. A special version of our support client can be installed on remote servers or PCs to allow unattended access. You will however require login credentials to the server (eg. domain account). 

Do you provide technical support to end-users?

No. We provide software and services which enable businesses to provide their own technical support to their own customers. If you have ended up on our website by mistake we suggest contacting your support provider directly.

What am I actually paying for?

When you subscribe to our service you get access to our RapidSupport software and our global relay service for facilitating instant remote control sessions of internet connected computers, including those which are behind firewalls. Neither your PC nor your client's PC requires any configuration - simply launch the support application and it just works! 

As part of our service we configure the software specifically for your business so that your client sees your branding and contact details when they launch the support application on their PC.

Is your software open source?

No. However open source plugins are employed by our software to provide some of the functionality.

For example our RapidSupport software and our relay service are proprietary (you pay for this), but actual remote control is handled by UltraVNC which is an open source VNC software licensed under the GPL License. This software is used as a plugin to our management software and is launched when a remote control session is required. Our relay service makes this software work through firewalls and routers without any configuration by you or your clients.

What are the system requirements?

For the support client:

Hardware:

  • IBM or compatible PC

 

Software:

  • Microsoft Windows XP or newer (server versions also supported)
  • Microsoft .NET Framework 3

 

Connectivity:

  • Internet connection (at least 256k broadband connection recommended)


For the management console:

Hardware:

  • IBM or compatible PC

 

Software:

  • Microsoft Windows XP or newer (server versions also supported)
  • Microsoft .NET Framework 4

 

Connectivity:

  • Internet connection (at least 256k broadband connection recommended)

 

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