(Home)
 | |  | |  | |  |
Remote Monitoring
Minute-By-Minute Support
The eCare Remote Support Solution
Busch Consulting uses a software tool developed by Motorola and Netopia, called
eCare. This tool allows us to reach out over the Internet and, with your permission, to
connect to the systems within your business.
For support purposes, this saves time and allows the support engineers to have direct
access to the information they need to solve your problem or answer your question.
Patch Management
On average Microsoft releases one patch per week for its operating systems, not
counting its application patches. Without automation, this means that each of your
computers would have to be visited every week just to keep pace.
An eCare remote monitoring feature allows your systems to be automatically patched
and kept up to date. And, a monthly report from Busch will keep you informed of any
deployed patches.
How It Works
Step 1
Sessions are initiated one of two ways:
Our engineer opens the client's ticket from a Web-based queue, placing both client and
engineer into an interactive chat session. This initiates a session recording, too.
Step 2
Our engineer assesses the client's issue. The client must grant permission for the
session. Once a resolution is agreed upon, the engineer has the same capability to
operate the workstation as the person on site. This allows repairs to be made.
Step 3
At the conclusion of a session, the client can be presented with a survey and may
request a copy of the session recording.
Busch Consulting uses a software tool developed by Motorola and Netopia, called
eCare. This tool allows us to reach out over the Internet and, with your permission, to
connect to the systems within your business.
For support purposes, this saves time and allows the support engineers to have direct
access to the information they need to solve your problem or answer your question.
Patch Management
On average Microsoft releases one patch per week for its operating systems, not
counting its application patches. Without automation, this means that each of your
computers would have to be visited every week just to keep pace.
An eCare remote monitoring feature allows your systems to be automatically patched
and kept up to date. And, a monthly report from Busch will keep you informed of any
deployed patches.
How It Works
Step 1
Sessions are initiated one of two ways:
- You can click on the Help Desk button at the beginning of this web site and you
will be connected to a support engineer, or
- Our engineer, noticing a problem, may send an e-mail invitation to you. This is
done after a ticket is opened documenting the issue.
Our engineer opens the client's ticket from a Web-based queue, placing both client and
engineer into an interactive chat session. This initiates a session recording, too.
Step 2
Our engineer assesses the client's issue. The client must grant permission for the
session. Once a resolution is agreed upon, the engineer has the same capability to
operate the workstation as the person on site. This allows repairs to be made.
Step 3
At the conclusion of a session, the client can be presented with a survey and may
request a copy of the session recording.
| Real-Time Communications Live Remote Support Sessions Chat Feature Enhanced Diagnostics |
| Easy and Secure Encrypted Data Exchange Password Authentication All Session Activity Is Logged |
| Tracking and Reporting Each Support Request Initiates a Ticket Full Playback of Sessions Easy Inventory Management |