Remote Service Manager – All the information you need to keep things working optimally-at your fingertips

A Software program which gives you information to quickly identify and resolve issues, and securely connect to your kiosks.

Remote Services Manager (RSM) is a fully featured tool to give you a window onto your estate of kiosks. At a glance you can quickly see the status of each and every one of your kiosks, live and in realtime.  More secure than web-based tools, and with faster response times, your support staff can manage an estate of 1 or 100,000 units with ease.

Fast search and filter tools enable you to quickly find patterns of kiosks or faults and focus on those units. Group Kiosks together or specify Physical Sites to quickly find specific units, and even use GeoMaps to see the actual location of the kiosks and their status.

The Main view allows you to see at a glance masses of information about the status of your kiosks, from an overview graph, to specific information. Even see a screenshot of all of the kiosks so you can see at a glance if any warning messages are on-screen from your kiosk application (if they are not reported to the watchdog application).
By choosing a specific unit, much more information is available and in many cases can be changed, including specific device information, software/hardware audit, IP address and more. Information about the system uptime, memory, HD, wireless signal strength and more is available. Even remotely control the volume of the kiosk.

If you prefer to use a ‘traffic light’ method to view the status of kiosks, this is available, or alternatively a more detailed ‘ticketing system’ is available. The Ticketing system monitors for faults and raises a ticket. Any engineers responsible for any kiosks affected can take ownership of the ticket (preventing access by other members of the team), and can then use the built-in tools to resolve the issue. A built-in SLA warning timer reminds all support staff of any tickets nearing or exceeding their allotted time, and allows tickets to be passed onto 3rd parties if required. Fault resolution tracking allows you to track the course of events to resolve tickets so that the fault and resolution can be stored int he knowledge base in case a similar fault occurs again to reduce investigation time. If you have an existing Ticketing system, this can integrate with it, using standardised emails or through secure connections (contact us for details).

Screenshots

Summary of Features

	RSS feed Provides a regularly updated graph and overview of the status of the Estate of kiosks which can easily be accessed from any RSS-capable reader (e.g. Cell phone, desktop, etc)
	Searchable Knowledge Base As Tickets are resolved, simply write details of how the fault was resolved so that if it happens again you can quickly find how to fix it.
	GeoPositioning See the status of all of your kiosks LIVE on a GOOGLE MAP ™
	Site information Fast access to Site contact information including address, contact telephone number and even Google Map ™ and directions!
	Secure Remote Access All kiosk access is logged against users in an audit trail, and different users account levels provide different access levels to features. If using ticketing, users need to take ownership of tickets before access is granted. Includes: Remote Desktop Control Take control of the remote kiosk as if you were there (screen is blanked to prevent users seeing the operations). If a user is operating the kiosk, you are warned before making the connection and can opt to wait, cancel or takeover control. View Desktop Simply view what is happening on the kiosk as a ‘courtesy check’ File Transfer Secure, compressed file transfer provides a fast way to transfer files between the kiosk and you Remote Command Prompt rather than taking control of a kioskneed to start services, PING remote devices, etc. Remote Webcam view if using the webcam plugin, this allows you to watch a remote webcam on the kiosk. This is typically used to either watch users operating the kiosks for useability or assistance purposes, or by using a distant webcam (typically a wireless webcam pointing at the kiosk) you are able to look at the physical housing to check for signs of damage or vandalism. NEW! No inbound connection required Ideal for remote support of kiosks connected using a 3G, EDGE or other wireless connection which doesn’t have a ‘real’ IP address, this function removes the need to open ports on firewalls for access (which although ultra-safe, may be complex for some users to configure if using a 3rd party firewall).
	FAST access optimised connections and data means you can access information of your estate within seconds (as an example, one of our customer has 8,500 kiosks and can see ALL of them within 10 seconds)!
	Ticketing Built-in ticketing system provides micro-management control over the support flow, ensuring staff are working only on kiosks which they need to manage, with assistance throughout to help resolve things as quickly as possible. Also integrates to 3rd party Ticketing systems for manual raising, updating and closing of tickets.
	Fault and Warning Alerts Multiple levels of alert can be raised through patterns of faults occurring on a single kiosk. Logged events can be matched and graded against their allied faults, or over a period of time, enabling higher or lower priorities to be assigned to the fault types. Specific events can be raised as logged in the software, or via email, or via email and SMS text message to support staff if required.
	Auto Resolution Some faults can automatically recover themselves if requires. Rather than not logging them in the first place, the Kioskmonitor system actually raises a problem, then if it is notified that the fault no longer exists (e.g. a kiosk out of contact is back in contact), you can choose for the fault to be auto-closed (enabling you to see patterns of events if necessary).

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