HelpNET

Most workstation and server issues can be fixed remotely. HelpNET was created to address the many requests from our clients to have resources available to provide immediate “remote assistance” to their desktop and server based issues.

We provide first level help desk engineering services through a secure remote access system providing our HelpNET Engineers with direct access to your servers and/or workstations, with your permission. This service allows the end-user to initiate their request for remote assistance through our support website at http://support.calnettech.com.

HelpNET provides a quick response and can solve most user-related issues, or diagnose and dispatch onsite engineers for server and network emergency issues. Current hours of operation are Monday-Friday 8:00 a.m. to 6:00 p.m.

How HelpNET Works
	Step 1: Your end user goes to the HelpNET support portal and types in a support request. The Web-support request is then queued for the next available HelpNET Engineer. With your end user’s permission, the HelpNET thin-client is downloaded to the end user’s device while the end user is in the Web queue. Our HelpNET Engineer then begins a remote-support session with the end user.
	Alternatively, your end user can move directly from a phone call with our HelpNET Engineer to a remote-support session. To do so, the our HelpNET Engineer provides your end user with the Web portal URL and a unique connection code to begin the remote-support session.
	Step 2: Our HelpNET Engineer can immediately diagnose, troubleshoot and resolve the incident using a variety of incident-resolution tools, including:
	•  ChatLink™ • Remote Diagnostics • File Transfer • Reboot/Reconnect • Remote Viewing/Control • Whiteboard • MultiChat • Session Transfer
	Step 3: At the end of the session, your end user immediately provides input on the support experience, enabling Cal Net to address session metrics and maintain a high standard of client satisfaction and loyalty.