How Dameware Remote Support Helps Simplify IT Service Management (ITSM)

48:30 [ITSMplified]

Dameware Remote Support

Comprehensive Remote Support Software that allows System Administrators to perform many of their daily tasks from one software console.

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Video Transcript

Hello and welcome to today's webinar session titled “ITSMplified with Dameware Remote Support.” The first installment in a three part series covering how businesses can simplify IT service management, or ITSM, using a few key SolarWinds products, including Dameware Remote Support and SolarWinds Web Help Desk. My name is Josh Berman, Product Marketing Manager for SolarWinds Security and Tools Products, and I have here with me today Nomar Boden, Sales Engineer for SolarWinds Tools Products. Nomar, thanks for joining me.

Thank you back.


Well, before we get started, I'd like to address some housekeeping items. We'd like to keep today's session to as close to 45 minutes as possible. Although we have plans for a Q and A session at the end of the presentation, I encourage you to submit your questions via the Q and A box, and we'll do our best to address them throughout the presentation. That is, assuming the team on Q and A standby doesn't beat us to it.


As many of you know, we will be giving away three Apple gift cards as part of our promotion for today's event. Each gift card will be worth a whopping $100. Just a reminder, you need to be in attendance for the entirety of today's session in order to qualify for the raffle. So stay tuned, and we'll announce our winners shortly. Lastly, I want to remind everyone that this is the first of a three part series under the theme ITSMplified. You're welcome to join us on March 2nd at the time of our next, at this time, for our next event, covering SolarWinds ticketing and IT asset management software, Web Help Desk, which I mentioned before. We'll send you some more information on this, but you don't want to miss out.


So, in today's session, I'll review some of the key changes, the key challenges, IT pros face when providing support. I'll conduct a brief overview of Dameware Remote Support, highlighting its role in the service request lifecycle and how the product contributes to the goal of simplifying ITSM. From there, I'll pass it over to Nomar for a quick demo of the product, and then we'll move on to our Q and A session and announcing our lucky prizewinners. As a quick reminder, if you haven't already, we encourage you to check out SolarWinds.com/remote-support-software as is depicted on the screen to learn more about Dameware Remote Support and its key features in addition to gaining access to a free, fully functional 14-day trial of the product. So be sure to check it out.


Here we go. IT admins, help desk, and support teams in all organizations face the same challenges. You can see some of them listed here on the screen. But what's perhaps most important to note is that the challenges, that these challenges are being compounded by other issues. A seemingly never ending list of company and user-owned support and devices in the workplace, a deluge of service tickets being created on a daily basis, and limitations with regards to the resources and budgets provided to IT support teams. All of this makes it extremely difficult for IT departments to find the appropriate solution, or solutions, to address their ITSM challenges. And for these folks, this means service management as a whole is far from simple.

Something I wanted to share that further illustrates the challenges that IT support teams face is the fact that many of them still travel to provide support. I'm not sure if we have any HDI, or Help Desk Institute, members in the audience today, but HDI just recently released their annual Technical Support Practices & Salary report. The 2016 report, which compiled responses from over 1,200 technical support professionals, in more than 30 industry verticals, discovered that 70% of desktop support professionals travel to provide support - 70% - I mean, I really could not believe that. Think of the time lost from getting to point A to point B just to begin solving a support issue. What that translates to is costly delays, being unable to quickly restore end users to productivity. There are some other really interesting stats in the report, so I encourage you, also, to check that one out.


So, as I mentioned before, this session is about, it's part of a multi-part series, all about how to simplify and improve ITSM. There's no better way to reinforce the points I made on the previous slide, and generally highlight how this can be achieved, than looking at the IT support request lifecycle. You know, it's important to point, I alluded to it before, that there's really two SolarWinds products - Dameware Remote Support and SolarWinds Web Help Desk - which contribute to this cause. These products can help carry your team through the cycle with great ease.


As many of you know, the process involved in resolving support issues always begins with a request; more specifically, ticket creation, which can be achieved in a variety of ways. And from there, how that ticket is routed to the appropriate tech is technically part of that same process. For many companies that do not leverage a help desk solution, a huge amount of time is wasted on just these few steps. But, of course, you know, I'll save my speech for the next session that we have on ITSMplified with SolarWinds Web Help Desk, which is on March 2nd, just a friendly reminder there. So I hope you can join me there.


Another weakness in the structure, however, which relates back to the theme for today's session, is the part that's shaded in blue. The part where, in an ideal situation, an IT admin or help desk technician would leverage a remote control or remote desktop solution to access a computer or laptop or server to begin diagnosing an issue and aid in its resolution. And if you haven't guessed, this is where Dameware Remote Support fits into the equation.


So, Dameware Remote Support is an easy-to-use remote control and systems administration software that simplifies remote access and troubleshooting of end-user workstations and servers. It helps increase the efficiency of IT administration and desktop support. It allows you to accelerate issue resolution, and it helps you improve communication with customers and end users, and the list goes on. But what's really important about ITSM is essentially getting to the scene of the IT crime quickly; you know, where the location of the problem was first spotted. And a critical aspect of that involves being armed with the right tools and resources to make this happen.


But surprisingly, for many of you out there, you may not be using one of these solutions. If you recall, I noted the statistics from the 2016 Technical Support Practices & Salary report from HDI that 70% of desktop support professionals travel to provide support. You know, reinforcing that point. And on the other hand, some of you may already be leveraging such a solution. But whether or not you have sign off from your IT leadership, you know, if you think back to Shadow IT, a lot of folks out there could be using one of these tools to simplify what they're doing on a daily basis, but they might not be using a tool that's been approved by their IT department.


There are other traits about Dameware Remote Support, such as its contributions to IT security, speaking of which. And what enhance in functionality it has to make this solution worth checking out. That's basically why I asked Nomar to come join me today and talk a bit about these traits.


So, without further delay, I'd like to pass presenter rights over to Nomar so he can show a quick demo of the product in action. Real quickly, while we work through a transition real quick, I'd like to request your help answering a quick polling question, which we'll display here shortly. Nomar, I'll let you take it from here.

Thank you, Josh. And so to begin the demonstration, what I would like to start out with is more of the kind of the architecture of how Dameware works, all right? So Dameware was acquired by SolarWinds, or acquired another company that created this great product, to bring it into the fold so we can provide this functionality to our customers. And so, some of the architecture we have expanded to answer the call for what a lot of people were looking for, having like their own, personal connectivity tools, enhancing, you know, what Microsoft gives in terms of an RDP type session. Right, so, I'm going to bring over the architecture, so that way, it just makes a little bit more sense as to what's going on with how Dameware works. You know, remoting in to your different clients so you can resolve those problems.


So, with Dameware Remote Support, you actually have two different options to deploy that particular program. So, on the technician's computer, you can install that DRS program and you can set it up in what we call a standard mode. The standard mode does not rely upon any server component, in which the centralized version of Dameware can be deployed. Right, so you have those two options. So, the standard version, a technician would just install the DRS onto their computer, and then from DRS they can connect into, essentially, the internal clients through an agent that we can connect to that computer and support them, chat with them, and a whole bunch of stuff; and I'll show you that in just a second.


What most people want is to support, you know, external users, that are not within their own network, right? They might be traveling, maybe, you know, sales people out there in the environment, and you still have to support their computers. You need to find a way to get to them, but they're not internal, so how do you get to them? So, that's where we created some server roles, specifically one called the central role, and the other one is called the proxy role.


Right, so in the architecture, the Central Server, is kind of how we call it, would go into your own corporate network, and then from there, the Central Server would actually communicate with that proxy server that typically should live in your DMZ, right? So, when that technician is trying to make a connection out to that individual, when he initiates an internet session, it basically registers with this Central Server. Say, "Hey, Central Server, I'm going to… I'm expecting somebody to come in that I'm going to connect to." So, the Central Server passes that information, or proxy, "Hey, proxy, we're going to be expecting somebody to come in. I have the technician waiting,” or on standby, if you will. So, what happens is that, with that individual out in the field, there's actually two forms of connecting to them.


The first one, which is the kind of the first version that we released with this over-the-internet connection was what we call the attended session. So, what the attended session means is that, you know, an individual on the other side had to be present in order to click a link, just like you guys did today to join the webinar, that you would click on the webinar link, and then you would join our session that you're watching right now. So that mechanism would be in place. You would send them an e-mail, they'd click on the link, it downloads a temporary agent, and then that agent would route back through the internet to hit your DMZ firewall, to talk to the proxy--that's like, "Hey, I'm here. I need help." And then the proxy would say, "Hey, we got that incoming call," and we pass it back to the technician, OK?


So, what's nice with the Central Server role is that we can administer it to provide these technicians kind of a global list that they can all share of all the computers that they can connect to, as well as change licensing within the, or handle your licensing within the, central role. So, we talked about the attended session that we can do. We can also now accomplish an unattended session. So, that means that, hey, that computer's out there in the wild, you know, that end user called there, it's like, "Hey, my laptop's in my hotel, but it's having problems. I'm on site, I didn't bring it with me, can you help me out?" So, yes you can. It would have an agent deployed on his machine, right? And then that agent would kind of be broadcasting back to us so we know that it's out there in the wild, so we can connect to that computer, regardless if that individual's there or not, OK?


So, kind of showing you that, so I'm going to bring over the demo. I'm going to be talking about this admin console. So we're going to be… The server that I'm connected to in the session, it's going to be the central role that we're going to be looking at. On that central role, I will also have the Dameware Remote Support on there, and show you those kind of panels of how it looks like within the tool.


Before I get to that, just to show you that you do also have, when you purchase DRS, you do get what we call the mobile gateway. So, the mobile gateway gives you the ability to install the Dameware app on your phone, you know, and that's where you get the Android or iPhone, or iOS, so that app is free. Get it in your respective store or, you know, iTunes. And then you would install that app, and then that app is trying to make a connection back to your internal server, where that mobile gateway is located. So, typically, you can deploy the central role and the gateway all in the one server. Or you can break out the Central Server by itself and then put the gateway on its own server, so you have those options when you're deploying those two roles, OK?


In order for you to connect internally, typically, you have to have your phone connect back VPN. So that way we have a secure connection back into your environment so we can access that mobile gateway. And then from the mobile gateway, it's in the app, you can connect to people that have that agent, you know, deployed on the computer. OK?


So, let's bring over my Central Server. I do have the Dameware Remote Support opened at the moment. We'll get into that in just a second. So, this is kind of how you administer that role. So, it's going to ask me for my credentials. Yes, you can have different connections in here and save different credentials. So typically, you can define those users within the Central Server.


So, I'm going to hit connect here just to show you what that panel looks like for the admin console of the Central Server. So, you would see it here. We're kind of looking at the users that have the ability to connect to the Central Server. So that's kind of a benefit of the Central Server, right? So, in my diagram, when technicians have the individual product of DRS on their computer, when you start that program it's going to ask you if you deployed it in that Central Server. It's going to ask you, "Hey, I need you to connect to the Central Server," right? Because if we can make those internet sessions, so it's going to authenticate in to the Central Server and then from there, you can access the computers. So, that's nice because let's say if an individual leaves the company, you can eliminate them from this list, so they will not have any access into that. OK?


And so, here, in the Central Server, you know, you can see that it's running, you can see how many users are connected at the moment. You know, and then we have different license accounts in here for licensing. So, I did mention that you can, you know, change your roles within your users for licensing. So here in the central admin console, we can tell that, “Hey, this technician has the full privilege of DRS,” or we can restrict them to the smaller tool, which is called the Mini Remote Control. Most of the connectivity, everything that happens to connect to an end user happens in the Mini Remote Control. So, even if you have DRS, the MRC is part of that suite of tools that come with DRS, right? If you don't want the full suite, you can still purchase the Mini Remote Control by itself to still give you the roles to connect to people internally and externally with the Mini Remote Control. OK, so you would have that capability.


And then, of course, in here, this is where you would look at the internet proxy. You can look at sessions that are going on, of course I don't have any at the moment, summary of that guy [Central Server], setting up the gateway, and who's allowed to login to the gateway. And what's nice is that we can tie our users through Active Directory, right? So, you can import the users, or the technicians that you want them to allow to have privilege to connect using their DRS, into this central role. So you can bring them in, you can also bring it in through a spreadsheet, to import those individuals.


What's also nice is with the global list you can bring in those hosts. Either you can add them manually or you can import them from AD, look at your, you know, computer’s container and bring in all those computers, so that way you have, you allow the technicians to look at all of those hosts that you did bring in, right? And so, that's a benefit of the Central Server is that you do have that global list, whereas if you have it in a standalone, each individual tech would have their own list, but they may not be the one in the same. This way they have all the way, OK? And so, we talked about that, so that's the admin console, so I'm going to minimize that.


So, here, just to show you Remote Support, I'm going to increase this guy. So, what Dameware Report Support gives you, right? So, this is the full suite of the product. What's nice about this guy is it's mostly intended for the administrators. They have access into Active Directory, so I can go in here and look at ours and look at the users that are present within the main controller that we're looking at. And I don't know if this guy works because this is in my lab, and I don't know how much access we have into the lab. What's over here? Let me see if I have any. Yep, yeah, OK, cool.


So, here I have, you know, these different groups, members of the groups, so I can add and remove, I can include descriptions of members of other sections, who is it managed by, so I can have full control over the Active Directory environment just from this one program of Remote Support. We can also look at the different containers that if this was a user, we can even tie into Exchange, so we can create that mail box for that individual; update it, delete it, whatever the case may be, right? You also have the ability, of course, you know, to delete the end user, or you can just add a new guy into the system and create that new user. You also have the ability, if this was a user, or in the account, you can disable them, enable, unlock them, depending on their state. If they failed to log in, you know, password change date--seems like everybody locks themselves out, so you can remediate that situation just from the comfort of this program talking to your own Active Directory, OK?


So, you could potentially add other domain controllers in here. The one that we're showing is what the master browser, Microsoft, you know, the Active Directory’s broadcasting. So that's one that we'll tie into first, but you're more than welcome to add additional Active Directory sites. So if you have other domains or other domain controllers, you're more than welcome to bring those guys in so we can manage them all, again, from this one single pane of glass, if you will. Now, the other tool. So here, you'll see that it's BODON-ORION, that it's the server that I'm on, and so we give you some Microsoft tools to look at different objects on that particular computer.


So, again, with the global host list, or my personal list, which I don't have any at the moment, it would see these programs with those individual computers. So, what's nice about this is that, like if you have Intel AMT, you can power up that computer and connect to it, right? You can change the setting of that. You can also look at the event log that's happening in there. You also have the ability to look at processes, right? And what's nice is, yes, you can start a service, stop a service, you can kill a process on that particular computer, looking on that particular process, in this case.


I can also go down to my services. And if I can find it here… New services view. So, we can see which services are running, which ones are stopped. So I can go in there, and again, you know, start that service if it's stopped, restart one that's running. I can also remove a service or install a service that I may need. Some people in the past, you know, needed to turn on SMNP, and so we can install that SMNP service so we can configure it, again, all through the comfort of the program and not have to RDP into that server, OK? So, you also have some other controls. So, if you can see the registry here, we can open up the registry and you can manipulate the registry if you needed to, to look at certain things. So you can put that data set in there, those values, or you know, kind of muck around with the registry if you needed to.


We also give you the, what we call the remote command. So for those computers that you don't have a kind of RDP session opened up to the server to get to ‘Start’ and then go look for the Command Prompt, we give you that functionality from the comfort of Remote Support. So here it's, telling me, “Hey, I've opened up Command Prompt. I have to log into that server, making that connection.” And then I can run all my commands from this tool. Now, this guy does require a service, and it's called the Remote Support service, to give you this functionality of allowing you to connect to those computers with a Command Prompt or a remote Command Prompt, OK? So, you have other tools on here, as you can see. There is the users that are permitted to look at this guy, there's other system tools that are just basically Microsoft tools that we can launch. Yes, we can shut down. We can look at the software that's installed on this particular computer. We can send a wake on LAN, and there's other TCP tools that you can do a ping, a traceroute, again, from your computer out to the one that we're connected to, OK? So, it gives you a lot of management over, and a lot of control over, the servers and the computers that you have in your environment and it's just makes it easy. And what's nice is that you can compare, you know, multiple computers, and you can just toggle back in-between the tabs, so that way you don't have to go, you know, re-search for something.


In addition to report support, there is this remote functionality that we call the Dameware Exporter. So, this is a really nice program and so let me put here... And so, with Exporter, it gives you the ability to query your workstations, servers, and our Microsoft computers for system information. So, we're leveraging WMI to go retrieve to talk to your Active Directory running on your domain controller to go pull things like your groups, or OUs, the different shares, users, you can eliminate that and maybe go down to standard properties that we can kind of give you. A lot of times, people are trying to track inventory and the software that's installed on these computers, so you can actually have that within the Remote Support. And that's wise because as Josh mentioned this is a three part series, you will see that using this can help you import information into your Web Help Desk. Running the reports within here, and then, of course, we have all the WMI objects that you may want to go look for and then you can still add more, other classes, to go look for additional information, just, these are the ones that we kind of bubble up first. Right, so, all you have to do is just kind of hit add and it will go query the Active Directory - actually, saw that we can manipulate them - so, here we go down to that computer’s container, and then, so all the computers that are there, you would just hit add and those are all the computers that we brought in.


So, that way, we can query them and what's nice is that when we… Sorry, let me hit close there. So, with the Active Directory, you can put it into different formats to put all that information in. Right, so you have these things so that way, again, you can, yes, you can put it in a single file, so that puts all of these computers into a single file, or you can just have, you know, basically report each computer, so you have both. So, the Active Directory has one, standard has one, but keep in mind you can change for those three categories what output file you want to use, OK? So you do have that in there, so we'll transition over now to the Mini Remote Control.


So, as I mentioned, with the Remote Support, you do get the Mini Remote Control included, although if you just want the Mini Remote Control, you can purchase that separately. So, when you click on this link, it's basically doing a shortcut to open up that program. And so here, it talks about kind of the new features in the internet session. I want to try to show you that, although in my lab I don't have it fully functional; so I'm going to show you, at least, the gist of it. Right, it talks about that global list that everybody can access and then you can have your own personal host list, so other people may not see what your personal host list, but everybody will see the global host that you can define in that admin console.


OK. So, from here, some things that people always ask me. So, when you're connected to your computers, you may want to define, so underneath the view, there's the default host properties. If you go to this authentication option, you can put in your credentials, so that way it will pass it automatically to the equipment that you're trying to connect to. So that way you're not always having to retype it. A lot of people, people don't know that it's always there, but it is, so that way even if you hit save to click on the individual machine, it may not pass that information over. So, like here, there, you know, I may have to put administrator because I was doing this earlier. Sorry. OK. So I'm going to click connect, but before I do that, I'm going to talk to the agent that's installed. So I'm going to click here.


So, for Dameware to connect to Microsoft computers, typically we need that agent to be deployed. We give you different ways to do it, right? You can use DRS to install that service. You can do it ad hoc, so if you notice here in the background I have that install. And then you can configure that agent to do a lot of different settings, how you want the technicians to interact with that computer. Right? So you can come in here, you can say, "Hey, that technician, when he logs in it's going to be a view only." You can set the resolution to be a certain size. You have inactivity - what do you do with, you know, somebody walked away from their computer and they still that a session. You can say, "After 15 minutes, kill the session." Right?


We also deploy kind of a mirror driver, so we can force kind of the bits. We make the resolution. Sometimes if you're connecting over the internet, you may want to play around with that a little bit. So, at least for the unattended sessions, so I won't consume too much bandwidth, right? And so we have VNC kind of controls in here, and then, yes, we do also support encrypting. We do comply with FIPS mode, so you can turn that on. When we connect to the computer, we can encrypt the general data that we have between us and that remote computer, and then encrypt images, and then the simple file transfer that we can pass files over from our computer to that target computer. You can enable encryption there, as well. So, you do have those options. And then when I connect, I'll show you some of the other functionality of the agent.


In addition, if you notice that there are different options down here, so we can use Intel AMT to connect to computers, if they support that kind of vPro kind of hardware. We can also piggyback off of VNC. So the VNC viewer is basically connecting to the VNC server that service that's running on, typically, the Linux and Mac computers. So I do have a Mac in there, so I'll show you that functionality in just a bit. The remote desktop, it's just like a traditional RDP session, right? Instead of rendering the image, as you see up here, it will render it within the frame of the Mini Remote Control. And then of course, the Mini Remote Control viewer is what our product is doing.


So, in the connection, you have both ways. So, to connect to a local computer, that's just us connected to that agent for internal computers. The internet session is the thing that we're trying to connect to that remote user that is external to us, right? So I'm going to show you that one right quick because I can't really go out of the internet out of my lab, so you would say, "Hey, Central Server, I'm going to be expecting somebody to arrive." So I would create that session, and it creates, basically, this, you know, waiting for that end user to connect. So, for the attended sessions, you would just copy that in the… Open, let me open, get a Notepad real quick. Notepad. …just to see what the e-mail will look like. So, here - paste. So, this is what it would look like, right? So you guys would have to establish like a URL, and basically, my session ID is what I sent to that end user. So this is the link that they would click on to download the temporary agent onto their computer, and it would make a connection back to me because I'm waiting for them to come in. So that's what you would put in your Outlook or whatever e-mail you guys are using to e-mail that to your end user so they can connect back to you.


OK, so that's one of the two ways that we can connect to those end users, OK? So, let me see there, hit cancel there. So let me go back and connect. So, we're going to go into this lab. I'm going to hit connect. Connect, all right. So we're going to go there, and I've already deployed the agent against this server that I'm connected to, but this is how it would look like, right? So yes, it's going to ask me for control at the lead, so we can pass that over, and then here, put in my password again, and then it should let me in. I hope I didn't kick somebody off.


So, there are different sessions, so you can see that we can do a little pop-up and say, "Hey, the administrator is now connected to your computer." Right? And so you can have that pop-up appear. You can eliminate it, if you want to. Through the agent, you can ask for permission from the end user, so they get a little pop-up that says, "Hey, are you going to let this administrator connect to you?" And they would have to hit yes or no, at that point.


In addition, so here, underneath the send, there's this quick user session and then RDP session. The quick user switch is like logging off of the user that you're entered in as to log in as maybe yourself. Instead of going from an admin account to a user account, that's what the quick user switching is all about. Now, the RDP session switching, this shows you the two active sessions that we can occupy. So, Dameware typically piggybacks off that console session. So, if an end user is connected, we can independently connect to the same device and not interfere with that end user. And so, we can, you know, connect to the computer at the same time, although if you're trying to help an individual, we can highlight his session and then join his session, right? So, Microsoft typically gives you these two sessions that you can connect to. If you have a third or fourth, that's why you need to buy a terminal server license. But we're occupying the two that Microsoft gives us, so we can either independently go into the computer and do our work or connect to that user that needs help and figure out what they need to do.


OK? So, just a quick note on that and then I'm just going to minimize this. So, here you know, I can do a chat. So that this one is on my computer and this would be the chat on their computer. So, I can go back and forth, and like, have that communication with that end user. So we do have that capability. We can also take screenshots of what we're doing, so if you need to document that, it would store it on the computer where the Dameware Remote Support is located. We also have that simple file transfer, so this is my own computer, so I can pass the file into this area and then when I put that file in there, it will automatically transfer over, and then now I'm looking at that folder on the target computer. So, if you need to put, you know, drivers or software that you need to pass between you and them, so you can fix their computer, you can quickly do that. And again, also with the agent we can encrypt or enforce encryption for that connection, OK?


The other ability, the one that I want to highlight the most for those end users that are really click happy and not paying attention, they don't let you have control, well, you can lock them out so you can do your work. Get in there, get out, and then unlock it to let them have control over their computer again. So you do also have that functionality within Dameware.


When it comes to the monitor, unfortunately, again, I'm connected to a VM, but if an individual had, you know, one to four to five monitors, and things like these errors, you can do this monitor and then select which monitor you want to look on their side. All right, so you would just click that and then there's one that would combine all of them in one view. It might be kind of small, just because, you know, it has three panels, if you will, three monitors trying to shove them into this one area, so it might be a little bit smaller, in terms of the display, OK?

So, from there, I'm going to click on the agent so I can modify the agent a little bit. So, wanted to show you the access that you can allow only administrators. I can put, you know, the following groups have permission to connect to this agent. Again, I can request for those accounts to have or require permission from the end user to connect, I can just forcibly toggle that on. This is where I can show the tray icon.


There are, also, you know, e-mail, we can log when users are connecting, or the technicians are connecting to these target computers. So we can register when people are coming in and coming out of the computers. So you do have different control. Here's that little notify that we had the little pop-up. You can say, "Hey, after about 15 seconds, make that go away." Or you can just say, you know, "If you want to notify, play a sound while you connect," and then you can change the text and the wording here to display whatever you need to do.


The simple file transfer, you can change the folder location on the end computer. And so, some of the other ones, like the MRC Peer, this is kind of more of the traditional stuff that basically agents broadcasting internally that says, "Hey, I have an agent on me," so we can connect to it. Not so much more now as we use Central Server. But again, you can modify that agent if you have the privilege.


You can use group policy to kind of restrict this from technicians so they won't get in here and muck around with this. So we do have a CSV template that you can leverage, it's in our forum, that you can use to, you know, apply the settings. Another thing with this guy, so, I've been talking about this agent and other forms on this. Sorry. There we go. So the MSI builder is a program that is included in both just the Mini Remote Control or the DRS. So this MSI builder allows you the ability to make all the changes that you want to your agent; build that MSI so you can push it out either your group policy, you can just, you know, have that MSI executable to go to that computer, install it manually, or you can use other systems like our Dameware Patch or our SolarWinds Patch Manager that can push out that agent to your computers. So that way you can just remote into them once the agent's on them, OK? So, you know, the MSI builder is here to allow you to build that and push out that agent en masse. OK? And so, from there, that is all the functionality within the tool that, you know, for the Mini Remote Control has. So, at this point, I guess we can do a Q and A session, to answer questions that you guys may have. A variety of them?

Yeah, yes, so I'll step in here. I know we got a couple of questions there that I want to make sure that we address. Let me see about getting this back on our presentation slide deck, which is up here. Sorry. There we go. So, real quickly, we did receive some questions. They're interested in understanding whether they need Dameware Remote Support or Mini Remote Control. I think it was brought up in the conversation that, you know, these products are also sold separately. But Dameware Remote Support is including Mini Remote Control, as you demonstrated today. So, any key differences there or anything that you wanted to note about that?

Yeah, so again, the Mini Remote Control is the connectivity tool. So, when folks that have, you know, their technicians that are going to be, let's say, fielding tickets through our Web Help Desk, then typically, in most cases, all they need is the Mini Remote Control. The DRS program is a bigger suite of tools - the exporter, that you can query the system with WMI to get reports out of that system, manipulating active directory, working with the Exchange for those individual users, and all the other kind of looking at processes, services. So, it depends on the role of the technician. If he's a little bit more savvy, you want to give him a little bit more privilege, that I would recommend the Remote Support as a better option for this individual, but if they're just, you know, just simple technicians that just needed to connect to the end users so they can repair whatever they bubbled up as an issue, then typically the Mini Remote Control is sufficient.


OK. You know, I had a question that came up. Someone was interested in understanding the difference between these products and what we offer on the SolarWinds MSP side. One thing that I indicated to this individual is that, you know, it's clear, the most clear difference is that we're catering to two different audiences, and that there's a difference in the deployment method and also the pricing and licensing structure. So, what can you say to those points, like, you know, how are these products priced and licensed?

Yeah, so the N-able products are the remote control product within our MSP type of solution. So our MSP branch, within SolarWinds, there's three of them now - There's the MSP, there's the cloud-based branch, and then the core IT. So we find ourselves in the core IT to deliver the Dameware, right? So the MSP is catering to MSPs that need to support multiple clients, and they provide that servers to connect to computers that they are managing to help those individual clients repair their computers. So, it is more of a SaaS-based model. So it is… I believe it's charged on the computers that they're supporting, versus the core IT product, which is Dameware; it's more of a perpetual license. You can pay for support; we include the first year. But in the second year, you can renew that support and maintenance, so if we release new software, you're entitled to download that program and upgrade it to the latest and greatest features, along with, you know, e-mail or call-ins or to help you with whatever's wrong with the product. But it is perpetual and our licensing is based on the technician. So, the technician that's using the actual program to connect to, you know, one individual or the entire world that he's supporting, we're not charging you for the end computers that you're targeting, just the technician that's using the program. So, that's where that difference is.

Right, and just to reiterate that point. It's not done on a monthly basis, it's a one-time fee. And then, after the first year, once the free maintenance, which includes 24/7 support and also free license upgrades, once that kind of expires, then it's up to the customer to figure out whether they want to renew that maintenance cycle each year thereafter. So, but that is the key difference. It's not based on a monthly price, so the price that you see on our site, if you direct to any of the links that we provided in the chat window, that's the flat fee right there.


So, I think we pretty much covered most of everything. Yeah, I think all of our questions are pretty well taken care of. So, you know, I want to say, if anyone has any questions about anything that they didn't quite, you know, get a chance to fire off during the chat session or on Q and A, you know, feel free to contact us using this information provided here. Always note that you can navigate to SolarWinds.com/remote-support-software to check out our Dameware Remote Support page. And that's where you can gain access to a free, fully functional 14-day trial of the product.


So onto the gift card here. We have selected some winners of our raffle, so I want to announce our names here. We have Dan Noble, Greg Mannsfield, and Jess Stacles. So congratulations, everyone! Those three individuals, we'll send you a note separately to kind of exchange some information so that we can send you your $100 Apple gift card. And I think that's about it, everyone. I want to say thank you so much for joining us. And Nomar, thanks for also joining us here on the call today. And if you do have any questions, please do reach out. Have a good day.


 

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