Issue-21 (05/2009)
Faraway, so close
Quicker, more convenient and safer software support thanks to desktop sharing
Immediate help via the Internet: after a successful test phase we can now offer remote support for your KRÜSS software – from computer to computer with simultaneous phone contact. An Internet connection between your computer and our support office in Hamburg makes it possible.
If you allow us to access your computer then we can, for example, check your software settings, provide firmware updates or carry out tests and diagnoses of our software and instruments or simply accompany you through the KRÜSS software. But you can also take a look at our cards: our service technician can alter the viewpoint and show you how he uses the KRÜSS software on his own computer. On request, the exchange of files is also possible in both directions.
The test phase with more than 50 applications has shown that technical problems can be investigated quickly and efficiently with desktop sharing. It is not always possible to clarify a problem immediately by direct access, but in every case it makes a contribution to limit and remediate faults and in this way minimizes both down time and unnecessary instrument transport.
Sure? Certainly!
The connection with the communication server (CS) (6) of the used service does not need any ingoing open port, so that hacker attacks are not possible. The session number which we issue to you by phone (3) is newly generated for each session and therefore cannot be misused.
Data transmission is coded according to the 256-bit advanced encryption standard (AES) – a method approved in the USA for government documents with the highest secrecy classification.
How it works
Contact our service department by phone – we will propose a date and time and issue a session number together with the necessary information about where you can find the corresponding support software. Set up an Internet connection, start the program, enter the session number and click on Connect. You can then enable either your computer or particular applications. Of course, support is easiest when the phone is used in parallel.
We are available for all your questions about remote software help.
Your KRÜSS Technical Support Team
Martin Jungsbluth
Sebastian Pluchowski
Thomas Zschockelt
A return trip to the outback
A portrait of Thomas Zschockelt, After-Sales Technician in Hamburg
Mobility belongs to the basic equipment of a service technician – and, of course, high technical skills and manual dexterity. Thomas Zschockelt, a member of our support team since November 2008, has it all.
Born in Halberstadt, after his university entrance exams he studied multimedia techniques in Wismar, where he specialized in image processing for his thesis. After his studies he went to Australia for a year – he used the destination of many drop-outs for a start in the customer support sector with a software company.
After returning to Germany he contacted KRÜSS. In addition to the attractive working climate, he was stimulated by the combination of theoretical demands with practical solutions to problems. Thomas Zschockelt is looking forward to the variety of tasks waiting for him at the customers’ premises and in Hamburg.