3am Labs releases web-based helpdesk tool for companies with remote users

June 15, 2005 -- (MobileVillage) -- 3am Labs, provider of the LogMeIn remote PC access software, has announced LogMeIn Rescue, a web-based helpdesk platform that enables companies to provide remote tech support to notebook-toting remote workers.

According to 3am Labs, LogMeIn Rescue enables secure control of a remote computer for rapid incident resolution without pre-installing software, or requiring end users to have administrative rights on their machine. Sessions are initiated online, either by end users or as directed by support personnel. A small applet is downloaded to the end user system that enables temporary remote access. The entire remote support process is permission based, and end users must explicitly grant permission to support personnel for Remote View, Remote Control, File Transfer, and System Information access levels.

Once connected, LogMeIn Rescue provides a view of system information, including running services and processes, installed applications, and recent system events, so IT staff can spot-check system health and status. A set of incident resolution tools includes Chat, Desktop Viewing, Remote Control, and File Transfer.

Session recording capabilities provide audit trails for legislative compliance or training purposes, and History and Notes recordings tie incidents to specific machines, providing support staff with an understanding of past issues that may influence the current support session. A tabbed user interface enables support technicians to manage up to three active support and chat sessions in a single window.

LogMeIn Rescue's online Administration Center features 10 online support channels that can be inserted into support web pages to offer customers a live support connection to technicians. Channels can be configured to specific technician groups so that helpdesk organizations can distribute support incidents across specialized teams.

The Administration Center is pre-configured to work "out-of-the-box." Its graphical organization tree enables even large support organizations to be up and running within just hours -- and includes the ability to configure Administrators, Technicians, Groups, and Support Channels and define the permissions of each.

Key Features of LogMeIn Rescue include:

Technician Console
* Manage three active sessions at once in a single window with multi-session Remote Control and Chat
* Connect directly to customers within seconds using a 6 digit PIN Code
* Transfer files such as patches and software updates
* View History and Notes captured from previous support sessions
* Use custom, predefined text for immediate response to common requests
* Reboot and reconnect to end user systems for seamless support sessions
* Perform fast remote control with patent-pending technology
* Seamless firewall traversal

Administration Center
* Create Administrators and Technicians, and assign and manage their
permissions at a granular level
* Use up to 10 dedicated online support channels to feed live support
sessions to specific Technicians and Technician groups
* Gain a live view of all waiting and active sessions
* Generate reports of Technician statistics and activity
* Create and customize support pages

* 256-bit SSL encryption
* Multi-level, permission-based access
* Auto-revocation of access rights when session is terminated

LogMeIn Rescue can be used with remote computers running on Windows 98, 2000, XP, or Server 2003 and utilizing any type of broadband connectivity (i.e., T1, cable modem, ISDN, or DSL).

For a full list of features, see the Logmeinrescue.com site. LogMeIn Rescue will be available in July for a price of $5 per session, or $99 a month per technician seat. There are no setup fees. The software is also available on a per incident basis.

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