In order to provide expedited support of your problem, Dawning support representatives require remote access privileges to interface systems. This remote access allows Dawning support professionals to quickly and accurately diagnose your situation so it can be rectified promptly, without disrupting your normal activities. Dawning requires that specific remote access software be installed on the end users system in order to facilitate connections.

Having remote access can be the difference between a problem being solved in a matter of minutes compared to a matter of hours or days. For example, if you need to add a handful of test codes to an existing interface, allowing a Dawning technician to dial in, modify the appropriate interface routines, save the changes, and restart the devices, will be much quicker than if a lab technician needs to be walked through all the steps via telephone or email instructions.

With advances in technology, trouble-shooting more often becomes more difficult. Our technicians can get the job done faster, simpler, and with less downtime when allowed to dial-in and attack the problem directly.

Dial-up connections do not need to be a permanent connection. Dawning recommends they not be. If there is no phone connection, then there is no way anyone can access your system without your knowledge. This is the process we recommend you follow:

We require you select one of the following options if you wish to allow our support staff to remotely diagnose any potential interface system problems. Remote access technologies not listed here are not supported by Dawning Technologies Support Center staff. If you have any questions contact our support department or your IT department

Using encryption to provide a secure connection through an otherwise insecure network, typically the Internet. VPNs use private lines but rely on having the same encryption system at both ends.

Your system administrator creates a username and password for the Dawning support staff. They also supply us with the IP Address or URL of the VPN server. We then connect to your network via the VPN server. From there we can use telnet, web browsers, PcAnywhere or VNC to rectify the situation.

A method, which allows most of the services that would be available on a network to be accessed over a modem link.

Your system administrator creates a username and password for the Dawning support staff. They also supply us with the phone number of the RAS server so we can dial-in to your network via the server. From there we can use telnet, web browsers, PcAnywhere or VNC to diagnose and fix any problems.

PcAnywhere gives you multiple levels of protection to ensure that your host machine and remote sessions are secure. Mandatory passwords prevent unauthorized users from accessing a pcAnywhere host, and authentication options now include FTP, HTTP, HTTPS, generic LDAP, ADS, NDS, Novell Bindery, and NT domains. A new wizard makes it easy to implement powerful encryption options. For additional protection, pcAnywhere creates a log of every file accessed, every application launched, and all of its own activities (such as login attempts)

A remote display system which allows you to view a remote "desktop" environment not only on the machine where it is running, but from anywhere on the network and from a wide variety of machine architectures. VNC is similar to PcAnywhere except it doesn't have the capability of answering your modem. VNC works best with a VPN connection, but it works well with RAS connections. You can find VNC on the Internet for download.

Dawning personnel are available for assistance with installation, application changes, troubleshooting or pre-installation consulting at your location.

Contact sales@dawning.com for more information or to schedule your site.

Rate: $1200 per day (including travel days).

This includes all travel related expenses and time spent on site.

Rate: $1000 per day (no travel days).