Technical support by phone, email, chat and pre-installed remote support clients can be cumbersome, time-consuming and frustrating. User-friendly remote assistance tools are critical for enhancing service levels, reducing resolution times and minimizing costs. Moreover, technicians and employees may need access and control over unattended Windows PCs that reside on a different network to access files or perform emergency maintenance or general administration. Organizations are also looking to reduce costs associated with remote worker collaboration, while increasing employee productivity.

Dell™ SonicWALL™ Secure Virtual Assist is a remote support tool for distributed businesses and service providers that enables a technician to assume control of a customer’s Windows®, Mac OS® or Linux® computer. Easily installed via a web browser, Secure Virtual Assist gives technicians instant permission to chat, transfer files, access and reboot their computer remotely to diagnose and fix problems. The easy-to-use customer web portal provides a familiar look and feel for Windows, Mac OS and Linux customers. Furthermore, Secure Virtual Assist facilitates the management and scheduling of the support queue and enables tight integration by leveraging existing network and authentication infrastructure.

Secure Virtual Access enables authorized users in distributed and service provider businesses to gain secure web-based access to their unattended Windows computers from anywhere. It is available in conjunction with Secure Virtual Assist on Dell SonicWALL Secure Remote Access (SRA) for SMB Series. Secure Virtual Access increases productivity by providing full access to remote unattended Windows desktops and laptops. Simply install the Secure Virtual Access agent onto a Windows computer with Internet access. Through your SRA Virtual Office web portal you can then select an unattended machine, establish a secure connection and take full control of the PC.

Secure Virtual Meeting* allows for secure and cost-effective collaboration, eliminating the need for unnecessary travel expenses. Unlike other virtual meeting solutions, Dell SonicWALL Secure Virtual Meeting leverages advanced SSL technology along with user authentication to comprehensively protect sensitive and proprietary communications. Secure Virtual Meeting integrates with existing calendar and scheduling systems such as Microsoft Outlook™.

Secure Virtual Assist/ Access/MeetingEasy-to-use tools for secure remote support, PC control and collaboration

*Available in conjunction with Secure Virtual Assist for SRA 4600 and SRA Virtual Appliances only

Benefits:• Thin client connectivity

• Leverages the existing authentication

infrastructure

• Logging and reporting functionality

• 256-bit AES SSL encryption

• Low TCO for multiple services

2

Shared features and benefits Thin client connectivity eliminates the need to download and pre-install a “fat” client, minimizing customer frustration and setup overhead.

Leverages the existing authentication infrastructure including the local SRA database ensures that the technician’s and meeting coordinator’s identities are confirmed.

Logging and reporting functionality enables managers to supervise remote support activity for internal audit or external billing purposes.

256-bit AES SSL encryption of the data by the SSL VPN appliance provides a secure environment for the data and assists in the effort to be compliant with data protection regulations.

Low TCO for multiple services is achieved by making secure remote support, PC control and collaboration all available on a single appliance at an affordable cost. Additionally, all of these are available with a simple upfront pricing mechanism.

Secure Virtual Assist features and benefitsAnytime, anywhere remote support improves customer satisfaction and support staff productivity by reducing time to resolution on outstanding help desk tickets and easing remote system troubleshooting. Secure Virtual Assist saves time and money by removing the need to send support staff on-site to debug problems with Windows, Mac OS or Linux systems.

Secure chat functionality provides an efficient and cost-effective way to communicate as opposed to phone support.

Diagnostic capability enables a technician to quickly obtain system information from a customer’s Windows, Mac OS or Linux desktop or laptop for troubleshooting purposes.

Advanced troubleshooting capabilities include support for remotely rebooting and reconnecting to a remote PC, even in Safe Mode. Unattended mode support provides technicians the ability to service Windows, Mac OS or Linux desktops or laptops in the customer’s absence.

Personalized customer web portal enhances the user experience by providing a familiar look and feel for

Windows, Mac OS or Linux customers.Support queue dashboard simplifies administration and allows case prioritization based on the severity of the issue.

File transfer capability provides fast, convenient and secure access to local and remote files.

Record a Secure Virtual Assist session allows the technician to record the service session. The recorded video session can be viewed or shared with other users that may be experiencing a similar issue.

Secure Virtual Access deployment scenario

Secure Virtual Assist deployment scenario

Log into the Dell SonicWALL SSL VPN portal from a remote personal computer.

User:

Password:

XXXXXX

XXXXXX

SIGN UP

2 Select the Virtual Access link from the SSL VPN Web portal.

3 Access your personal computer remotely.4Install the Virtual Access thin client onto a personal computer with Internet Access (available from the Dell SonicWALL SSL VPN Web Portal).

1

User:

Password:

XXXXXX

XXXXXX

LOG IN

Technician Customer

Secure Virtual Access features and benefitsAnytime, anywhere remote PC control supports flexible teleworking and managed services initiatives, and lowers overhead costs by streamlining distributed application system

deployments, operations, upgrades, administration and maintenance.

Access lists enable multiple Secure Virtual Access users to remotely access an unattended Windows system.Disabling power saving mode enables

systems to remain active and accessible during a Secure Virtual Access session.

3

1. Technician logs into portal or via a standalone thin client to monitor queue or invite a specific customer via email.

2. Customer logs into a portal and requests help or accepts the email invitation.

3. A thin client is pushed seamlessly through the browser to the Customer.

4. Technician sees Customer in queue and requests access to computer. Customer accepts the request.

5. The Technician now actively controls the remote computer. The Customer is able to see what the Technician

does on the screen. Both parties can chat and transfer files to each other during the session.

6. The Technician or Customer may end this session at any point in time.

Secure Virtual Meetings features and benefitsSecure virtual collaboration protects sensitive communications and eliminates unnecessary travel costs.

Information secured internally and never hosted or otherwise shared by a third-party service provider.

“Meet Now” functionality allows two or more individuals to collaborate instantly, with very little effort.

Multiple organizations and multiple meeting sessions for each organization can be supported with a single SRA 4600 or Virtual Appliance.

Host Participants

Host screen (being shared)

Participant/Host login screen

Participant screen

Secure Virtual Meeting deployment scenario

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Specifications

For more information

Dell SonicWALL2001 Logic DriveSan Jose, CA 95124

www.sonicwall.comT +1 408.745.9600F +1 408.745.9300

© 2014 Dell, Inc. ALL RIGHTS RESERVED. Dell, Dell Software, the Dell Software logo and products—as identified in this document—are registered trademarks of Dell, Inc. in the U.S.A. and/or other countries. All other trademarks and registered trademarks are property of their respective owners.DataSheet-SecureVirtual-A4-TD609-20140206

Dell Software5 Polaris Way, Aliso Viejo, CA 92656 | www.dell.com If you are located outside North America, you can find local office information on our Web site.

Dell SonicWALL Virtual Assist/Access/Meeting

Dell SonicWALL Virtual Assist/Access/Meeting Up to 1 Technician 01-SSC-5967

Dell SonicWALL Virtual Assist/Access/Meeting Up to 5 Technicians 01-SSC-5974

Dell SonicWALL Virtual Assist/Access/Meeting Up to 10 Technicians 01-SSC-5971

Dell SonicWALL Virtual Assist/Access/Meeting Up to 25 Technicians 01-SSC-5972

Dell SonicWALL Aventail E-Class SRA Virtual Assist Up to 2 Concurrent Technicians 01-SSC-8463

Dell SonicWALL Aventail E-Class SRA Virtual AssistUp to 10 Concurrent Technicians 01-SSC-8464

Dell SonicWALL Aventail E-Class SRA Virtual AssistUp to 25 Concurrent Technicians 01-SSC-8465

Dell SonicWALL Aventail E-Class SRA Virtual AssistUp to 50 Concurrent Technicians 01-SSC-8466

Dell SonicWALL Aventail E-Class SRA Virtual AssistUp to 100 Concurrent Technicians 01-SSC-8467

For more information on Dell SonicWALL SSL VPN solutions, please visit our web site at www.sonicwall.com.

Customer’s computer*

OS: Windows XP SP3 (32-bit), Windows Vista SP2 (32-bit, 64-bit), Windows 7 SP1 (32-bit, 64-bit), 8 (32-bit, 64-bit), Mac OS 10.5+, Linux (various flavors including Fedora 13+ and Ubuntu 10.04+)

Browser: Internet Explorer, Firefox, Chrome, Safari

Virtual Access Remote PC: Windows XP, Vista (32-bit, 64-bit), Windows 7 (32-bit, 64-bit), 8 (32-bit, 64-bit)

Technician’s computer*

OS: XP, Vista (32-bit, 64-bit), Windows 7, 8 (32-bit, 64-bit), OS X

Browser: Internet Explorer, Firefox, Chrome, Safari

Maximum number of allowable technicians

SRA Series for SMB: SRA 1600: 10, SRA 4600: 25, SRA Virtual Appliance: 25

E-Class SRA Series: SRA EX6000: 50, SRA EX7000: 250, SRA EX9000: 250, E-Class SRA Virtual Appliance: 25

Maximum number of allowable meeting participants

SRA 4600: 75, SRA Virtual Appliance: 75

For Virtual Meeting, the maximum number of meeting attendees allowed is 3 times the number of unused tech licenses for a particular SRA appliance.

*Please refer to the SRA product release notes for the most recent OS version support.