Remote Support: real-time problem solving
A secure and efficient way to diagnose and troubleshoot your problems
Customer Support is constantly looking at ways to improve the support service portfolio. A new service, Remote Support, now complements our support packages.
In today's complex environment, you are faced with a growing number of challenges. Remote support brings you a secure service to troubleshoot and diagnose critical problems efficiently.
Secure
The Remote Support session is hosted at SWIFT and is conducted in a fully secure way. Remote access to your site always happens under your full control and supervision. If you prefer, you can give the SWIFT engineer read access only. In parallel, a chat session can be opened through which precise instructions can be passed. You have the possibility to interrupt the remote session at any moment.
"The remote support facility being offered by SWIFT will bring their support analysts closer to the problems much quicker than before. It offers a secure link and allows us, the client, to remain in complete control at all times and keep a permanent record of everything that happens during every session", says Terry Welham, Technology Operations Manager for Global Financial Messaging, JP Morgan Chase.
Efficient
Remote Support can be used for all support needs, although priority will be given to ‘blocking' and ‘severe' cases on production systems. This real-time problem solving service speeds up the process of troubleshooting and isolating the problem and consequently reduces downtime and related costs of being out of business.
With Remote Support, we yield maximum customer benefit. The efficiency, by which support engineers handle your support issue, depends on their ability to quickly and accurately determine what is wrong and what can be done about it. By working real-time, via Remote Support, the accuracy of the diagnosis improves significantly. As a result, we can reduce the time to collect the required evidences and limit the probability of mistakes or misunderstandings.
"We tried using Remote support in our test environment and we felt strongly supported and we solved a major concern in a limited time, with minimal overhead and in a fully transparent way", says Francesco Gelli, Servizio Elaborazioni e Infrastrutture, Banca d'Italia.
Remote support is available both over Internet and the SWIFT secure IP network (SIPN). No specific equipment is required to benefit from this service. If you use Remote Support on the SWIFT secure IP network, then SWIFT recommends operating the service on Alliance Connect Gold, using the load sharing capabilities. This keeps the application performance at good levels.
Auditable
The entire Remote Support session is recorded in a video file. The recording is stored at SWIFT and remains available online for 24 hours after the end of the remote session. Beyond that period, SWIFT can provide it upon demand.
How to order:
Remote Support is available as a payable option. To order Remote Support, interested non Premium customers can contact our support centres. If you are a Premium customer, you can contact your 'named support contact'. Premium Plus customers can inform their SWIFT Service Manager.
For more information, see the Remote Support factsheet.