These are some of the questions we did not get a chance to respond to directly during the July 28th webcast. Thank you for joining.
Q) Can Rescue Mobile access Palm devices?
Rescue+Mobile supports BlackBerry, Windows Mobile and Symbian devices. In some cases, Windows Mobile runs on Palm devices and in that case, Rescue+Mobile will be able to access Palm devices.
Q) Is there any integration with incident management software?
LogMeIn Rescue has out of the box API’s that can be used to integrate with different IT infrastructure such as ticketing systems and CRM systems. To learn more go to https://secure.logmeinrescue.com/HelpDesk/Integration.aspx
Q) Do you have to purchase 'seats' to create multiple technicians?
No, you can create as many technicians in the system (administration center) as you want, but you will only be able to enable the number that you have licensed.
Q) How would I import scripts I picked up from the Logmein community forum?
The best way to do this is to download them from community.logmein.com and you can then go to your technician console and go to the scripts tab click on “Manage Scripts” then you can click on “Add New” and fill out the appropriate fields, and find the script that you downloaded on your hard drive and click “Save”.
Q) Is there any way to remote into a desktop/laptop and be able to log into the BIOS or anything prior to Windows?
Yes, LogMeIn Rescue now provides below the OS support using the Intel Remote PC Assist Technology, this enables the ability to boot to the BIOS. To learn more go to http://www.logmein.com/intel.
Q) Are additional Rescue licenses needed for technician collaboration?
Yes, to use technician collaboration within LogMeIn Rescue you need to have at least 2 licenses.
Q) Does the file manger allow access to network drives?
Yes, Rescue’s file manager can access network drives on the remote PC.
Q) Does this require admin privileges to install the applet?
No, you do not need admin privileges to run the Rescue applet.
Q) At the end of a session is any software left on the customer's PC?
No, after the session ends, the Rescue applet is removed from the end user’s PC.
Q) To confirm, no application has to be previously installed on the BB device to establish a remote support session?
Correct no previously installed software needs to be on the device. To establish a support session with a BlackBerry, you can send the user an SMS message or direct them to a website to enter a PIN and download the applet to the mobile device.
Q) Please describe the security of the Rescue system?
Rescue is a secure, permissions based remote support solution.
Assure your customers:
- Customers must permit a technician to use each LogMeIn Rescue function.
- Customers can choose to terminate the session at any time.
Manage your technicians:
- Define permissions for Technician Groups at a granular level
- View details of technician activity through the Reporting feature
- Monitor technicians in real-time
Ensure Secure Remote Sessions
- Rescue employs end-to-end, 256-bit SSL encryption – the same security levels used and trusted by major banking institutions.
Q) Does the user already have to be added to the BES before we can connect to their device, or can this be used for new set up and BES activation?
No, when using Rescue with BlackBerry’s you do not need to have the user already added in the BES.
