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NetKeeper Internet is a WEB based self-service help desk solution to add to NetKeeper Help Desk and CRM software programs.

NetKeeper Internet provides your IT customers with easy, intuitive and secure access to the service center, allowing them to open, view, modify and watch the progress of their service requests. NetKeeper allows access for an unlimited number of end users.

Customers and end users have access to self service tools such as the automatically generated Top FAQ list and SolutionsKeeper - the knowledgetree database. NetKeeper Internet provides on-demand answers to any end user at any time and from any location. The Help Desk staff can set up the SolutionsKeeper knowledgebase to handle requests about many different products or situations. The Administrator controls access to data in SolutionsKeeper so that only the information that has been approved for end users is released.

NetKeeper alerts staff of incoming calls via e-mail, beeper or alpha numeric pager. The technical staff can edit and assign the calls to queues and technicians. NetKeeper HD Mail when linked to NetKeeper Internet automates the process of assigning the calls to techs and queues.

NetKeeper Internet integrates seamlessly with any present and future installation of NetKeeper Help Desk software - NetKeeper Captain CRM and NetKeeper Help Desk Captain. The program offers the same functionality and seamless operation as the NetKeeper user entry module for the LAN.

NetKeeper Internet reduces support time and enables staff to optimize service to end-users. The main help desk experiences diminished telephone traffic, reduction in costs and increased customer satisfaction. The NetKeeper Internet Help Desk is available 24 hours a day, 7days a week and allows help desks, even with limited staff, to handle increases in service request volume that can occur during peak times.

EASY TO INSTALL & IMPLEMENT
There is zero software administration with NetKeeper. No software installation is required at the end user's stations. All the software is server based. NetKeeper Internet includes the NetKeeper Internet Connect server. The server software is the gateway to the WEB and requires a Microsoft Windows NT server as the gateway PC. NetKeeper Internet requires zero administration since no NetKeeper software is installed on the workstations. The installation of NetKeeper Internet causes no interruption in help desk services. The help desk database can be located on any network server. Internet users have no direct access or rights to the help desk database. The NetKeeper Internet Connect serves an HTML representation of the database thus eliminating a security risk. Significantly, NetKeeper implements this WEB functionality using the same executable to access the Help Desk from the LAN or from the Internet or Intranet, thus maintaining the same user interface and similar speed.

SPEEDY END USER ACCESS
On a normal 10Mbit/sec Ethernet network, there is little difference in speed in loading or using the NetKeeper LAN User Entry module or NetKeeper Internet. End users log in from their desktops by simply clicking on the NetKeeper icon or by selecting the Help Desk URL. A simple and friendly Wizard leads end user through the call entry and solution. In addition, NetKeeper Help Desk Pro can be set up to automatically e-mail or page the correct tech for the incoming service call from the internet. NetKeeper Internet eliminates the "middle man" (service center staff) for most service calls. NetKeeper Internet implements a self-service help desk at an affordable cost and turns the standard NetKeeper Help Desk program into a self-service help desk for effective servicing of end users without fixed personnel answering calls.

Internet access notes
For true internet computing, the internet access speed should be similar to accessing the NetKeeper User Entry (for end users to enter calls) program via the corporate LAN. NetKeeper Help Desk programs achieve this goal. On a normal 10Mbit/sec ethernet network there is little difference in speed in loading or using the NetKeeper User Entry module either from the LAN or from an up-to-date JAVA enabled browser. Access is slower via telephone lines but still quite snappy because the fonts and graphics are kept to a minimum. The typical response for internet program load is 1 second for direct internet connections and 2-3 seconds for dial-up. One exception is the initial login, the very first time the user logs into the Help Desk via the internet. On the first login NetKeeper automatically downloads to the user’s PC the JAVA components (applets) necessary to run the Help Desk. This is about a 300K down load. On direct internet connections (via the corporate LAN) this may take a couple of seconds. This initial download time will increase if the connection is via a slow telephone link.

The Help Desk (or LAN) administrator does not have to perform any setup or actions to keep the latest JAVA files on the user’s PC. The latest JAVA files required are automatically downloaded and updated under the browser's control. This is true zero administration software. Also no Active X controls are downloaded, only JAVA. Thus there are no potential security breaches since the browser restricts JAVA access to the "sandbox" in the PC.

SYSTEM REQUIREMENTS

486+PC for all users with either Windows 3.x, Win95,WinNT, Windows for Workgroups, or OS/2

Application Server:
8M RAM
9M hard disk space
NetWare 2.x,3.x,4.x,Lite,Windows NT Server 3.5+,OS/2 v2.1+, VINES,LANtastic, LAN Server, or NetBIOS/NetBEUI

Internet Server:
32M RAM 9M hard disk space
Windows NT Server 4.0+