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FAQ - Support Center

What is eBLVD Support Center?
How does Support Center work?
How does eBLVD compare with premise-based remote-support solutions?
How is Support Center licensed?
How do I get started with eBLVD Support Center?
What's the difference between Remote Desktop, Remote Desktop Corporate, and Support Center?
I would like to renew / re-activate my service.
How do I transfer files?
Does eBLVD support Windows 10?
Does eBLVD support dynamic IP addressing?
Error: Connection timed-out waiting for host
Error: Host is not ready or host is not available
How can I scale the screen of the remote computer to fit the screen I am using?
How can my customers find out what I did for them during Unattended Access sessions?
How do I configure eBLVD software for ATTENDED access?
How do I disconnect?
I no longer need remote access to a computer -- How do I remove it from the list of Host PCs?
How do I send a CTRL+ALT+DEL to remotely unlock a computer or server?
What are Account Preferences?
How do I setup my co-branding?
How do you protect against unauthorized access?
How does eBLVD work with firewalls?
How does Attended and Unattended Access work?
How scalable is eBLVD?
How do I update my PC to the latest version of the host software?
How do I configure eBLVD software for unattended access?
How will eBLVD affect my Internet bandwidth?
I am unable to connect to my remote host?
Do I need to install an Add-on, ActiveX control, or plug-in to use eBLVD?
Is there a limit to the number of sessions that I can run?
How do I assign or transfer a host to another user.
Is Unattended Access secure?
What is a user account and how can I use them?
Do you have a Refer a Friend or affiliate program for referrals?
Where do I go for more information?
How can I record the session with my client?
How can our customers request support online?
How do I integrate eBLVD Support Center into my website?
How do I view my customers screen?
How long does it take to deploy eBLVD Support Center?
How should I end my support session with my client?
Is there a time limit for how long a session can run?
What about security and using the Support Center?
What are the Global Preferences for my account?
What are the system requirements?
What if I have forgotten my account password?
What if the client has a previously installed host applet?
What is a Setup Code and how do I use it?
What is the CSR Support Center Console?
What kind of support is available to help me deploy eBLVD Support Center to my organization?

What is eBLVD Support Center?

eBLVD Support Center instantly turns a web browser into a complete web-based help desk and trouble-ticket management system. Easily resolve your customer’s technical problems; remotely access computers online for maintenance and control; and manage any size support organization.

Support center is designed for IT professionals, consultants, support providers, software companies, accountants, and anyone who needs to quickly and effortlessly manage trouble tickets, users, computers, or servers.

From anywhere in the world -- your home, hotel room or office, to anywhere in the world -- get instantly notified of support issues and access computers online to quickly resolve technical problems.

Starting at $49 per month for unlimited, instant remote support — to anywhere in the world with an Internet connection. The result is faster, more efficient incident resolution that increases customer satisfaction and lowers overall support costs.

Customer satisfaction skyrockets as first-contact resolution dramatically increases. Support costs are reduced. And most importantly-- customers, PCs, servers, and the entire support organization become efficiently managed via a web browser.

The key features include:
• Easy, low-cost trouble ticketing and remote access with no hidden fees
• Work anywhere, with anyone for as long as you want • for one flat fee.
• Incredibly easy-to-use support tools
• Remote Diagnostics - obtain system information with a click of the mouse
• Multiple sessions - simultaneously support an unlimited # of customers
• Transfer any file or folder in either direction
• Record your support session for training and accountability
• Email or text notification of new support requests
• Fast & secure connections in 30 seconds or less
• Easy for the remote customer — even novice PC users
• Configure support requests to reach specific customer service reps
• Gather real-time system data with diagnostic tools
• Generate reports to measure incident and response metrics

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How does Support Center work?

Generally, there are 3 steps to initiate, resolve, and close a support issue between your customer or end user and your Customer Support Rep (CSR).

Step 1: Ticket info is input directly by the customer via a customizable “support request page” You can see a sample here . Tickets logged will go directly into the CSR's ticket queue - and an email or SMS message alerts the CSR of the ticket.

The support page also loads the eBLVD support applet to collect diagnostic information and allow the CSR to access and control their PC.

Alternatively, the ticket can be initiated from a phone call with the CSR directly to a remote-support session. To do so, the CSR provides the end user with a SETUP CODE to begin the remote-support session.

Step 2: The CSR diagnoses, troubleshoots and resolves the incident using a variety of incident-resolution tools, including:

• Chat

• Remote Diagnostics

• File Transfer

• Remote Viewing/Control

• Ticket Transfer/Elevation

Step 3: At the end of the session, the CSR sets the software to auto-uninstall and disconnect. The CSR can now move to the next ticket in the support queue.

Subsequently, a custom, post-ticket “survey“ can poll the customer about the experience. These responses can be aggregated for performance measurement and monitoring purposes.

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How does eBLVD compare with premise-based remote-support solutions?

As a hosted service, eBLVD is faster and more cost-effective to deploy than competing premise-based services. eBLVD provides on-going product updates at no extra charge and does all the IT work of maintaining the service for you. Plus, you get the advantage of an experienced team providing airtight security, with 100 percent end-to-end encryption.

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How is Support Center licensed?

We license the Support Center remote help desk service based on the number of computers, or hosts, that you need to access remotely. The price decreases as the number of hosts increases. As the number of hosts increases, we also provide additional "user accounts", or customer service rep / agent logins.

Each computer that you want to access requires a license. You may transfer a license to another computer by signing in to your eBLVD account and closing the ticket, or removing the host from your host list. Once removed, you can then use the license on another computer.

Annual licenses are renewed each year, while monthly licenses are perpetual. There is no setup fees, and our service includes an unlimited number of tickets, and unlimited remote sessions for an Unlimited number of minutes to each host.

The price list is located here.

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How do I get started with eBLVD Support Center?

eBLVD takes just minutes to set up and requires no training. Simply register for an account online and get your free trial now.

The system is completely modular. You can configure Support Center to use the components that you need. Furthermore, each component can be configured based on preference.

Many of our customers choose to 'co-brand' their eBLVD pages. Co-branding allows you to change the logo, colors, and contact info of the eBLVD pages to your company's.

If you're using the trouble ticket system, you'll set up a User Account for each individual or group that will be providing support. This individual is typically a Customer Service Representative, or CSR. In larger organizations, you can organize your CSRs into multiple administrative groups.

You'll collect trouble tickets from customers in one of two methods. Using Method 1, ticket info is input directly by the customer via a customizable “support request page”. Method 2 is used when the customer calls in to the CSR, who collects and inputs the ticket info over the phone. You can use both methods concurrently, with some tickets generated from the web, and others by phone.

Your Method 1 support request page is located at http://support.eBLVD.com/User_ID, where User_ID is either the Administrator's or the CSR's UserName on eBLVD. Tickets logged via Administrator URL will go into a queue to be subsequently assigned to a CSR. Tickets logged via the CSR’s URL will go directly into the CSR's ticket queue.

The support page also loads the eBLVD support applet to collect diagnostic information and allow the CSR to access and control their PC.

When a Method 1 web-ticket is generated, the Administrator or CSR will be notified via email or SMS message of a new “trouble ticket.” Already equipped with the user’s problem description and technical info, a single mouse-click connects him to the problem PC to diagnose and resolve. If the problem can’t be resolved, notes can be added and the ticket can be elevated to another CSR. Once the problem is resolved, the applet un-installs, the ticket closes, and it's on to the next customer.

Subsequently, a custom, post-ticket “survey“ can poll the customer about the experience. These responses can be aggregated for performance measurement and monitoring purposes.

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What's the difference between Remote Desktop, Remote Desktop Corporate, and Support Center?

eBLVD offers cloud-based services on a monthly, or annual subscription basis. The services are designed to leverage the Internet by increasing our customer’s productivity and flexibility, while virtually eliminating unnecessary travel expenses.

eBLVD Remote Desktop is designed for individual users who need web-based remote access to a few computers. eBLVD Remote Desktop - Corporate Edition gives IT staff and consultants remote access to many computers and centralized administration of multiple users, along with customizable setup and security options.

eBLVD Support Center is used by IT management and staff, consultants, support providers, software companies, professional service organizations, and anyone who needs to quickly and effortlessly access, support, or manage a group of computers, servers, and POS systems. This system includes a trouble ticket system which allows for the generation of reports to measure incident and response metrics.

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I would like to renew / re-activate my service.

Annual licenses must be renewed each year, while monthly licenses are perpetual. Your account may also have been suspended voluntarily, or due to payment issues.

To renew, simply sign in to your account and click the Renewal Notice. If you don't have a Renewal Notice, click "Contact us" at the bottom of any page on eBLVD and let us know. We can instantly generate a renewal notice for you.

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How do I transfer files?

You can transfer files and folders of any size either direction between the Host PC and a connecting PC.

To copy a file from the Host PC to the connecting PC:

  1. Choose 'EDIT -> Copy' from Windows Explorer, or right-click the file and select Copy.
  2. From the eBLVD Client menu at the top left of the remote browser window (connecting PC) click "Transfer" and select “Copy Files from Host”.
  3. Select a destination folder on the connecting PC.

To copy a file from the connecting PC to the Host PC:
  1. Choose 'EDIT -> Copy' from Windows Explorer, or right-click the file and select Copy.
  2. From the eBLVD Client menu at the top left of the remote browser window (connecting PC) click "Transfer" and select “Copy Files to Host.”
  3. Select a destination folder on the Host PC.

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Does eBLVD support Windows 10?

We fully support Windows 10 on the host and client / viewer for all products.

If you are running a system that previously had Windows 7, 8, or 8.1 (upgraded Windows 10), there is a known issue recognizing whether a Proxy or ISA server is in place.

If you are not using a Proxy (very rare these days), simply bypass this feature by following the instructions below.

Try connecting to any host again, but before entering the host password and clicking the "connect" button, click the Details button (to the right of "connect") and un-check the "automatically detect settings" check-box.

This setting will remain for the life of the computer, and you will not have to adjust it again unless you reinstall the Operating System.


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Does eBLVD support dynamic IP addressing?

Yes, eBLVD works with PCs that have dynamically assigned IP addresses.

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Error: Connection timed-out waiting for host

On the Host PC, Windows Start button -> All Programs -> eBLVD -> eBLVD Options you will have an Advanced tab. Check the "Automatically Detect Settings" check box from here to use the same settings as the host's Internet Explorer browser.

If this doesn't work you or the network admin will have to "Manually Configure" the Proxy or Socks settings (from the same screen).

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Error: Host is not ready or host is not available

When you receive an error that the Host PC is not ready or not available, the eBLVD host applet is not running or ready to accept connections.

You can start eBLVD be going into your Windows Control Panel (Switch to Classic View if XP), select eBLVD Options. From the Remote Access tab (first tab), click “STOP Host Software”, then "START Host Software".

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How can I scale the screen of the remote computer to fit the screen I am using?

You can 'scale' or 'size' the Client Viewer screen once you have connected to the Host PC. You can also have multiple Client Viewer screens open at once to work on multiple issues simultaneously. use Screen Scaling:

  1. Click the Scale button on the Client Viewer toolbar
  2. "Grab" any corner of the Client screen and size to the desired height and width.
  3. To resume back to normal size (the exact size based on the host's screen resolution), un-depress the Scale button.

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How can my customers find out what I did for them during Unattended Access sessions?

Your actions during Unattended Access sessions will not be recorded, so as a best practice measure we recommend you provide your customer with a report of your actions. Your customer can also view the log file on the PC to see when, from where, and for how long the session(s) was connected.

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How do I configure eBLVD software for ATTENDED access?

We define "attended access" as requiring your remote customer to "Grant" permission for you to connect. When you click the green "Connect" button for a customer's attended-access computer, you will leave the password prompt blank - resulting in the Grant/Deny dialog box to pop-up on the remote computer. The "Grant" button must be clicked on the host desktop before you can access and control that computer.

Setting up a host with attended access is the default configuration with eBLVD Remote Desktop. (eBLVD Support Center allows "unattended access" to be the default configuration). When you send out the link to set up a new host, the customer defines the host password (and does not share it with you) - hence the only way you can connect is when the customer is "attending" his computer.

Again, our Support Center service allows you to pre-define attended/unattended access, host names, and/or passwords in advance.

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How do I disconnect?

As a Client, you can end a session by simply closing the Client Viewer window, or selecting the Exit button on the Viewer tool-bar.

Note: You can store a copy of the chat text to a file on either PC.

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I no longer need remote access to a computer -- How do I remove it from the list of Host PCs?

To delete a Host PC from your account, access the Host PCs page, place a checkmark in the box to the left of the Host PC to be deleted, and click the Delete Checked link above the list.

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How do I send a CTRL+ALT+DEL to remotely unlock a computer or server?

If your host PC is locked, it may require you to unlock it before starting your remote session. Your operating system determines the unlock method.

To unlock Windows 2000, 2003, or 2008 use the Send Ctrl+Alt+Del function:

  • From the Client Viewer Toolbar, click the "Send Ctrl+Alt+Del" button
  • Unlock your PC as you normally would by entering your network ID and Password.

To unlock Windows XP, Vista, and 7:

If the screensaver is running, move the mouse to deactivate it.
  • This displays the logon screen.
  • Log in to your PC as you normally would.

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What are Account Preferences?

Account Preferences are customer-driven, account-specific settings that control how eBLVD products perform. These preferences are by default pre-set to the most common way you would use the service. There are circumstances where you may choose to change the pre-set value to one that alters the way you want the system to perform. Some of these choices are display related, such as co-branding, default start pages, and the number of rows of data displayed on a page. Other settings are service-specific. See the User Guide for your specific service(s) to learn more.

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How do I setup my co-branding?

All pages of eBLVD can display your logo, colors and contact info. To configure your co-brand settings:

  • Sign in at either http://eBLVD.com or http://www.eblvd.com/[username]
  • Set up your logo and colors by clicking "Co-brand Settings" link from "My Accounts", or from your Toolbox.
  • Upload your organization’s logo, and change the color of the tabs, buttons, text, and backgrounds. You can also add your phone number, footer text, and organization’s URL link.
  • Activate or de-activate these settings instantly by choosing either "Standard eBLVD Format" or "Custom Co-brand settings" from the "Current Display Setting" at the top of the page.
  • When activated, all of the pages on eBLVD will now display your logo, colors, and contact info.
  • If your logo changes or you wish to update the co-branding settings, you can do so from your "Co-brand Settings" page (after signing in).

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How do you protect against unauthorized access?

How do you protect against unauthorized access?

eBLVD uses several methods to help you prevent unauthorized access to your computer. Although eBLVD has built-in protection features, by far the best protection is simply not to give out or compromise your user name, password or PCs password/access code.

• Notification When Computer Is Being Accessed: Whenever a computer running eBLVD is accessed remotely, the eBLVD system tray icon will change from a simple logo to a silhouetted logo. This prevents unauthorized parties from connecting to your computer without you being aware of it.

• Entry in local audit file: Each host has a local audit file that records the IP address, date, and duration of each connection. This way you can be assured that no unauthorized access has taken place.

• Log of Sessions: You have access to a log of your sessions on your Hosts page.

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How does eBLVD work with firewalls?

With eBLVD, the data communications are broadcast through an outgoing TCP connection that is brokered by an eBLVD Gateway located in one of our data centers.

Because outgoing connections generally do not pose a security risk, most firewalls allow them without any configuration required. In the event that a firewall prevents a connection, the firewall may prompt you to allow eBLVD software to connect to the Internet.

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How does Attended and Unattended Access work?

During set up, the installation requests your customer to permit Unattended Access on their PC or server. Once granted permission, you create a name and an access password enabling you to work on their PC when they're away. Or, you can log in to eBLVD during an on-site visit and perform the installation directly on their computer.

Attended access requires the user to "Grant" access on a case-by-case basis - while sitting at the computer.

When you want to access a PC you've set up for Unattended Access, you simply sign into your eBLVD account, select the PC from your list and type in your access password.

Note: Your customers need to leave their computers ON in order for you to work on them remotely.

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How scalable is eBLVD?

eBLVD is fully deployable and scalable in a broad range of network environments to provide a total remote-access solution to any business or individual user.

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How do I update my PC to the latest version of the host software?

You can check for new updates either from the system tray (lower right corner of your screen by the clock) or from the Windows Start menu.

Via the tray icon: (eBLVD software must already be running)

  1. Click the icon to open the menu

  2. Click Check for update

Via the Start menu:
  1. Click the Windows Start menu button

  2. Select All ProgramseBLVDSoftware Updates

The update wizard will check for a newer version of the software. If one is found, you will be prompted to continue with the update. The new version will then be downloaded and the eBLVD software will restart automatically when the update is complete.

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How do I configure eBLVD software for unattended access?

Here are step by step instructions on how to configure eBLVD on your Host PC for unattended access:

First, make sure you are signed in to Windows as a Power User or Administrator. From the PC that has the eBLVD Host software installed:

  1. Click the Windows START button (normally bottom left).
  2. the "All Programs" menu
  3. Select the "eBLVD" folder.
  4. Select the "eBLVD Options" item
  5. On the Remote Access tab (default), click the third option, 'Start eBLVD host software‘. This option will allow you to access eBLVD while your PC is logged off (but powered on and connected to the Internet).
  6. Click Close.

NOTE: Once eBLVD is set to run in this manner, you won't have to reconfigure this setting unless you upgrade the software or manually stop the service. On Windows XP, sign on when connected. When you connect to Windows 2000 or NT hosts running in this manner, you'll be able to click the "Send CTRL+ALT+DEL to host" button on your eBLVD Client Toolbar to log in to the Windows account.

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How will eBLVD affect my Internet bandwidth?

eBLVD uses your existing Internet infrastructure, making use of unused incoming connections and available bandwidth and thereby reducing any bandwidth resource issues.

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I am unable to connect to my remote host?

On occasion, the eBLVD software may need to be restarted on the host side. To do this, locate the eBLVD icon in the Windows System Tray (bottom right, next to the clock). Click on the icon and select "eBLVD options". On the menu, select "Stop Host Software" then "Start Host Software". You should now be able to connect.

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Do I need to install an Add-on, ActiveX control, or plug-in to use eBLVD?

For Online Meetings customers:

You don't need an Add-on to schedule a meeting, or even to host a meeting if you click the host icon and select start meeting manager.

Participants never need or have the opportunity to install an Add-on.

For Remote Desktop customers:

Remote users / PCs that need remote access do not need to install the Add-on if they receive a remote setup link or setup code. Additionally, Operating System privileges are NOT REQUIRED on the computer.

Administrators need the Add-on if they want to click the "Connect button" to view or control a PC/server.

For Support Center customers:

Remote users who need support do not need an Add-on. Additionally, Operating System privileges are NOT REQUIRED on the computer.

Administrators and CSRs need the Add-on if they want to click the "Connect button" to view or control a PC/server.

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Is there a limit to the number of sessions that I can run?

No, you can run as many sessions as you need. However, you can only run as many concurrent sessions as you have been licensed for.

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How do I assign or transfer a host to another user.

There are 2 ways to assign hosts to user accounts under your Administrator account: .

The first way is to click the "Setup This PC" link while signed into your user account(s). These hosts will naturally be assigned to the user performing the installation.

The second way, for Administrators only, is to click the host name, then the "Edit Details" link. Finally, click the "Reassign" option to reassign this host to another user.

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Is Unattended Access secure?

Unattended Access is a permission-based feature. Unattended Access must be set up in advance with the approval of the customer, who can block or disable access at any time. The person providing Unattended Access support must provide a strong password, and all network activity is encrypted using both SSL and AES encryption, so only the approved support provider can gain access via Unattended Access. The responsibility for security then rests on the relationship of trust between the support provider and the customer.

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What is a user account and how can I use them?

eBLVD has been developed with both small and large support organizations in mind.

Smaller organizations can do well with a simple account of a single Administrator and list of Host PCs. For more complex organizations, you can configure the Corporate Edition to mirror your organization by setting up access for multiple Administrators and/or Users, as well as set up global configuration parameters for your Company.

Administrator Role
An Administrator manages one or more Users, and is responsible for creating and maintaining additional Users as well as setting preferences for the account. The Administrator is the only user allowed to make global configuration changes, such as co-branding, or allowing Users to view each other's Hosts. Administrators can also view and connect to any Host PC assigned to their own account, or to their User's accounts.

User Role
A User is one or more persons who require remote access to a host or host(s). A User must belong to an Administrator account, and his permissions are determined by the Administrator. Users are identified by a username, password, full name, and email address.

An Administrator can disable a User’s account at any time, meaning the User can no longer log in, and therefore can no longer access Host PC(s).

User Permissions
The Administrator defines the permissions that apply to all Users within that account. The permissions are:

  • Allow Users to create their own PC groups
  • Allow Users to view PCs in other User accounts
  • Allow Users to report on PCs in other User accounts

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Do you have a Refer a Friend or affiliate program for referrals?

Thank you for your interest in our Affiliate and Refer-a-Friend program.

Any existing customer can refer a friend. To refer a friend, click the "Refer a Friend" link at the bottom of any page of eBLVD (once signed in).

Affiliates are customers who would like to link to our website from theirs. The Affiliate Home Page is accessed from the Referrals & Affiliates link under "My Account".

From here, you can refer directly via email, check affiliate payment status, or generate links for your affiliate sales.

Once a referral signs up as a new eBLVD customer using your link, You will receive credit or cash for each paying customer that you refer. The credit will automatically appear in your account after your friend signs up and remains an active eBLVD customer for at least 30 days.

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Where do I go for more information?

Please check the eBLVD Document Library for the most recent information regarding eBLVD services. For specific questions, you can also contact our Customer Care department via email at care@eBLVD.com.

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How can I record the session with my client?

Session Recording is currently available from the CSR Support Center Console. To enable Session Recording , the CSR connecting remotely will automatically have recording enabled upon connecting.

To begin recording a session, click the "Record Session" button on the gray toolbar across the top of the eBLVD Client (the window displaying the Host PC's desktop). A .wmv file will be created containing video only, but audio may be edited in later.

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How can our customers request support online?

You can configure eBLVD to enable your customers to request support from your own Web site, from our web site, or from a designated support site.

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How do I integrate eBLVD Support Center into my website?

Trouble ticket info is input directly by the customer via a customizable “support request page”. The support request page is located at http://support.eBLVD.com/User_ID, where User_ID is either the Administrator's or the CSR's UserName on eBLVD.
.
You can customize and embed this URL into your company’s website - using your own logo, color scheme, and contact info. See a sample here. Add an eBLVD link to any page on the web in the following format: http://support.eBLVD.com//User_ID.

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How do I view my customers screen?

Viewing the customer’s screen
To view the customer’s screen, click the "Connect" button while leaving the password prompt blank.

Controlling the Customer’s PC
To control the customer’s PC, enter the host password that your customer provided you and click the "Connect" button. The customer’s screen is displayed, and you can operate the remote PC as if you were sitting in front of it.

Viewing Options
You have quite a few options for how you want the customer’s screen to be displayed. These apply both when viewing and when controlling a customer PC. Once you have connected to your Customer's desktop, the eBLVD Client toolbar is displayed.

Clipboard Transfer - You can copy text or graphics FROM the Customer's PC, TO your PC (or vice-versa):

To copy text or graphics FROM the Customer's PC, to your PC:

  1. On the Customer's PC, right-click on the text and/or graphics to be copied to the CSR, and select Copy (placing the text and/or graphics in the clipboard).
  2. Click the far left icon on the CSR Console Applet toolbar (Copy text/graphics from host).
  3. You may now paste the copied text/graphics onto your PC.

To copy text or graphics FROM your PC to the Customer's PC:
  1. On your PC, right-click on the text and/or graphics to be copied to the customer, and select Copy (placing the text and/or graphics in the clipboard).
  2. Click the second icon from the left on the CSR Console Applet toolbar (Paste text/graphics to host).
  3. You may now paste the copied text/graphics onto your customer's PC.

File Transfer - During a support session, you can transfer a file or files to or from your customer's computer. For example, you can deliver patches or updates to a customer's computer, or upload log files on the customer's computer for later analysis.

Real-time Chat- You can send and receive chat messages to and from a customer. Chat is useful if you want to communicate with a customer without using a telephone. For example, if a customer's call to your technical support center is a long-distance call, you can use chat to help the customer avoid long-distance charges. Either you or a customer can initiate a chat session.

To send chat messages:
  1. On the CSR Console Applet toolbar, click the Chat icon.
  2. The Chat panel appears. In the Send to drop-down list, select the name of the person to whom you want to send a chat message. If you want to send a message to all participants in the session, select All.
  3. Type a message in the box.
  4. Click Send. The recipient that you selected receives the chat message in his or her Chat panel.
  5. Any messages that a customer or another support representative sends appear in your Chat panel.

Screen Scaling - You can 'scale' or 'size' the CSR Console Applet screen once you have connected to your customer's PC. You can also have multiple CSR Console Applet screens open at once to work on multiple issues simultaneously.

To use Screen Scaling:
  1. Click the Scale button on the CSR Console Applet toolbar
  2. "Grab" any corner of the Applet screen and size to the desired height and width.
  3. To resume back to normal size (the exact size based on the host's screen resolution), un-depress the Scale button.

Screen Recording- You can start recording a support session once you have connected to your customer's PC and have obtained permission from the customer.

To start recording:
  1. Click the Record Session button on the CSR Console Applet toolbar
  2. Name the file and designate the location for the recorded file to be saved
  3. Click the "Save" button
  4. When you are done recording, simply click the "Stop Recording" button on the CSR Console Applet toolbar, or close the CSR Console Applet.

Screen Capture - You can start recording a support session once you have connected and have obtained permission.

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How long does it take to deploy eBLVD Support Center?

Because eBLVD Support Center is provided as a turnkey managed service, it generally takes less than 24 hours to provide and train all representatives with the ability to remotely access and support customer desktops and servers. It does not require IT staff involvement to install, set up or configure software or firewalls.

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How should I end my support session with my client?

To end a support session semi-permanently: You can end a support session at any time.

If you have resolved the issue and don't wish to allow other CSRs to connect to this customer later, you can select "Uninstall" from the customer's Host Applet Menu (by clicking the eBLVD icon in the customer's System Tray). This uninstall will automatically close the ticket.

Once a ticket is closed, your previously configured User Survey will be sent to your client via email. This option is enabled in your Global Preferences.

To end a support session and allow for other CSRs to connect to this customer later by the "Using a previously-installed Host Applet" method:

On the CSR Console Applet toolbar, click the "Disconnect" button. Or, simply exit out of the application.

Note: You still must close or transfer the ticket to remove it from your Open Ticket Queue.

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Is there a time limit for how long a session can run?

There is no limit to the duration of a session. Take as much time as you and your customer need to resolve the problem.

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What about security and using the Support Center?

eBLVD Support Center® addresses your security concerns:

  1. There is no need to open any extra ports on your corporate or personal firewall , as all communication between the CSR and the customer’s PC make use of standard web protocols (HTTP and HTTPS).
  2. An encrypted connection is established between CSR and customer, using established Internet protocols (128-bit SSL ).
  3. Support sessions are initiated by the customer: a CSR cannot examine a customer’s PC without being invited to do so by the customer.
  4. Once the support session has ended, all access rights to access the customer’s PC are removed.
  5. The CSR management model makes it possible to limit specific support sessions to certain CSRs. For example, support requests from certain users having critical data on their PCs could be offered only to senior support CSRs.
  6. Sessions can be recorded to provide an audit trail of a CSR’s actions.
  7. Nothing is permanently installed on the customer’s PC. A small Applet is downloaded (< 700K) when the session starts and is removed when the session ends.

  1. The only exception to this is in the case of a customer who will need frequent support.
  2. In this case, the Host Applet can be left installed on the machine, but it is the customer who instigates each subsequent support session using the Applet.

The eBLVD Security Guide https://www.eBLVD.com/pdf/eBLVDSecurityGuide.pdf

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What are the Global Preferences for my account?

Global configuration preferences are Administrator settings that control the visual and functional aspects of the service. The global preference options are:

  • Configure co-brand settings: This is where you configure your co-brand settings.
  • Default start page: Here, you set the default page you will be taken to after logging in to your account.
  • New Ticket Notification: If enabled, the CSR responsible for the account will receive an email notification whenever a customer initiates a new ticket by requesting assistance via a previously installed host applet or via your support portal: http://support.eblvd.com/[username]. These email alerts could then be redirected to cell phones, pagers, PDAs and other portable devices.
  • Notification Format: Receive text-only email notifications
  • Instant PC Setup: When enabled, your clients may instantly download and install the Host Applet without your assistance, by filling out the "Request Assistance" form on your support portal: http://support.eblvd.com/[username]. If this setting is not enabled, you will need to manually provide a Setup Code for your customers, either by email or over the phone, before you can initiate a support session to their PC.
  • Attended Access Only: When enabled, your clients must be physically present at their PCs to grant permission to allow the CSR to access and control their PC. This permission must be granted for each session that the client or CSR initiates. When disabled, the CSR may set a password for this client to enable 7/24 access to this host. The client does not have to grant permission for the CSR to access and control the PC.
  • Automatically Send Survey: Surveys are useful for compiling service data and feedback to measure Organization or CSR performance. This option specifies which CSR survey to automatically send to the client when a ticket is closed.

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What are the system requirements?

There are some minimum system requirements for the CSR and the customer PCs, which can be found on our System Requirements Page.

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What if I have forgotten my account password?

To retrieve or change the password for your online account, click here to obtain an email link to reset it.

If you've forgotten the password for a Host PC, you will need to re-install the host software on that machine.

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What if the client has a previously installed host applet?

This method is applicable if a CSR from the organization has previously worked with the customer.

The Host Applet is a standalone application that can best be described as a hotline for your regular customers to contact you whenever they need support.

Instead of having to download the Host Applet every time they need help, your customers simply open the Host Applet by clicking on a Quick Launch or Desktop icon, Select "Request Assistance" from the host menu, fill in the details and connect directly to the responsible CSR.

For the support organization, this results in improved customer service by providing customers with a convenient and instant method for requesting support.

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What is a Setup Code and how do I use it?

A setup code is a 5-digit identifier used to associate an eBLVD host installation to your account.

It is generated by an account holder or Customer Service Rep (CSR). To create a SETUP CODE, click "Manage Setup Codes" from your Toolbox and enter your customer's info. You then distribute the code by email, instant message, or over the phone -- and proceed with the support session.

The customer directs their web browser to the standard URL: http://support.eBLVD.com; or your co-branded URL: http://support.eBLVD.com/[username] and enters the Setup Code. The session is then initiated.

If using the ticketing system, a support ticket will automatically be assigned to the CSR who created the Setup Code. Setup Codes are ideal for ad hoc support requests and don't require an email message.

CSR Usage

  1. Log in as a CSR
  2. Click the Manage Setup Codes option in your Toolbox
  3. Enter a PC name, password, and Description for the customer's PC at issue
  4. If allowed by your Administrator, you can optionally set this computer for Unattended Access, which will prompt you to set a secondary password
  5. Click the Continue button
  6. Note the 6-digit Setup Code
  7. Relay the Setup Code to the customer via email, Instant Message, or telephone
  8. If you choose the "Email this code to customer" option, simply enter an email address for your customer. The customer will receive an email message containing the setup code, instructions, and a link to your support portal to install the host applet via Setup Code.
  9. The ticket immediately goes into the Pending Host Installations queue. Once the customer has entered the Setup Code, the ticket will appear under the Open Ticket Queue in the CSR Web Console.

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What is the CSR Support Center Console?

The CSR Support Center Console is where the CSR manages support sessions and performs support actions. The Console can be accessed from any PC on the Internet by any web browser.

When a CSR logs in to the eBLVD Support Center®, he will automatically be taken to the CSR Support Center Console. The first time a CSR logs on from a particular PC, a small software applet is installed.

The console consists of the following areas which are identified below:

Ticket Search and Open New Ticket Function

  1. Search for a Ticket
  2. Open a New Ticket

Toolbox
The Toolbox gives access to 'tools' which allow you to:
  1. Pick up a New or Open Ticket
  2. Manage Tickets
  3. Manage Setup Codes
  4. Manage Surveys
  5. Manage Contacts
  6. Generate a Ticket History Report
  7. Configure Co-branding

Ticket Queue Manager
The Ticket Queue Manager provides a list of Open tickets, including the ticket status, name of the customer, host name, and ticket creation date. The Ticket Queue is where you can: see which customers are waiting for support; pick up a support request; transfer a support session to another CSR; and close a support ticket.

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What kind of support is available to help me deploy eBLVD Support Center to my organization?

Your personal account manager will be available to help you every step of the way. There's also a Document Library Web site you can access, which will provide tutorial videos, end-user and quick-start guides, and tips on how to optimize your eBLVD Support Center rollout.

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