ScanSource VirtualTechnician®
Set a New Standard in Customer Service
The new ScanSource VirtualTechnician remote monitoring tool helps you identify trouble before it happens. It's a 24/7 solution that keeps you informed about your customer's POS systems so that you can build a proactive help desk and deliver support when it's needed -- not when it's demanded.
IMPLEMENTING VIRTUALTECHNICIAN
Download the Implementation Guide to learn how to implemtent VirtualTechnician as one of your service offerings.
Return to Top
SIGN UP FOR SCANSOURCE VIRTUALTECHNICIAN
Click Here to view the Subscription Service Agreement.
For a printable version of this agreement click here.
Return to Top
LEARN MORE
To request more information on how ScanSource VirtualTechnician can help you differentiate from your competitors and strengthen customer service, click here.
Click here for a pdf with complete details on the system.
Click here to download a Power Point presentation with a more in depth overview of the offering.
Return to Top
NEWS
Web Seminars on ScanSource VirtualTechnician
Click here to view the recorded web seminar
from January 19, 2006
CRN article on managed services(9/9/2005)
ScanSource Virtual Technician Press Release (7/12/2005)
How to Make Customer Service Your Specialty (Oct. 2005 ESP Magazine article)
Return to Top
QUICK START GUIDE
Click here to download the Quick Start Guide.
Return to Top
TESTIMONIALS
“With ScanSource VirtualTechnician we are able to deliver even better support through the anticipation of issues,” said Don Capman, president of JD Associates.
Download the amazing story of JD Associates and a major enterprise retail customer.
As Mike Warren with DCRS sums it up, “ScanSource VirtualTechnician provides peace of mind, ensuring we are always there for our customers and are able to keep a close eye on the systems they have invested a lot of time, energy and money into.”
Download the story of how DCRS has saved their customers time and money while improving their own productivity.
FAQ's
- How does it work?
Agent software loaded on the POS System monitors the system, software and peripheral devices and communicates to the host. Then, the Reseller / ISV technician accesses the ScanSource VirtualTechnician web portal to see what is happening, OR the system generates a help desk ticket, email or text message that an error / event has occurred.
- What are the system technical requirements for installing an agent?
The only requirement is a system running Windows NT, 2000, XP or 2003.
- What are the security risks at the point of sale system?
The ScanSource VirtualTechnician agent that resides at the point of sale or server only communicates from the POS/server to the ScanSource VirtualTechnician hosted-server in Greenville, SC. All communication is using SSL over standard internet ports. Thus there are no issues with access through network security firewalls. Because all communication is initiated from the agent to the hosted server, the risks normally associated with inbound communications do not exist. For added security there is a certificate on the SSVT servers and all communication is 128-bit encrypted on outbound port 443.
- Can I manage and monitor devices and software with VirtualTechnician?
ScanSource VirtualTechnician is strictly a monitoring service today. The ability to manage networks, hardware configuration changes or software updates for example require support for inbound communications which ScanSource VirtualTechnician does not currently support.
- How is it priced?
Similar to an annual cell phone plan, you purchase blocks of "agents" that are yours to use however you see fit. The entry level plan is for 100 agents. Billing commences on the first day of the month following your subscription, and is for the full monthly amount. Since the remaining portion of the month in which you sign up is free, it is to your benefit to deploy your agents as rapidly as possible. Contact ScanSource for exact pricing.
- How am I contacted when a high priority alert occurs?
When you first configure your ScanSource VirtualTechnician account you determine how you want to be notified of a high priority alert. Options can include email, text message to a PDA/cell phone or even a specially-formatted message to your help desk.
- How long will you keep my monitoring data that is collected from my customer's sites?
Data is maintained for a rolling 13 months. This allows you the ability to show your maintenance/help desk customer how much you have done for them in terms of support throughout an entire year. This is especially helpful for support contract renewals at the end of the year.
- Can I download software updates?
ScanSource VirtualTechnician does not currently support downloading of software upgrades.
- Can I take control of the POS system for diagnostic purposes if I needed to?
ScanSource VirtualTechnician does not currently support terminal emulation or tools to provide you control of a system.
- If I have Anti-Virus, Spam or Internet security software installed in the POS system can you monitor that software?
ScanSource VirtualTechnician can monitor other applications to ensure that they are properly running. This includes ensuring that anti-virus software, spam filtering etc processes are running. In addition, ScanSource VirtualTechnician can monitor the age of anti-virus definitions and warning of out-of-date definitions.
- What hardware can I monitor?
The trend among systems and peripheral manufacturers is to provide more value-add to their hardware by offering monitoring capabilities. Most systems with a standard CPU-base provide the capability for monitoring of the base unit by ScanSource VirtualTechnician. There are some peripheral components that can be monitored today and expectations are that the majority will have some monitoring capabilities in the near future.
- Which point of sale software products does ScanSource VirtualTechnician support?
Please contact ScanSource to see if your software offering is currently supported. If not, the process to create a new template for a POS software product is fairly quick.
- Do I get or can I create monthly reports for my accounts activity?
Some monthly standard reports are available. Currently any custom report needs must be submitted to ScanSource.
- Will my help desk software be able to accept monitoring alerts from ScanSource VirtualTechnician?
There already exist some interfaces created for certain help desk software products. Please contact ScanSource to confirm that your help desk software is supported or to create one if not on the list.
Return to Top
Questions From Customers:
- Is there an option to do SQL queries directly to the Virtual Technician’s server to find out if there are any problems? For example, could I write a SQL query to find out if any registers for the last week have had a polling error, or if any registers currently have a credit card problem without actually going into the Virtual Technician’s interface?
A: This can currently only be done through e-mail/text messaging/pager notification.
- Can you do a hardware inventory using the software? For instance, will it tell me exactly what hardware has been installed and or removed and keep an ongoing log of this? For instance, can I see if a USB scanner was installed? Maybe a Printer?
A: This information can only be reterived if the hardware vendor in question is in some way presenting the data so it can be read. i.e. through WMI
- How often does the client connect with the server to deliver any updates to the PC’s status?
A: The default is every 1 minute
- Can the software be used to kick-off updates? For instance, is it possible for me to setup a script that will automatically download and execute an install if I need it to? If so, how is that done?
A: No
- When will we be able to script our own items?
A: Limited scripting will be available in v1.5. What specificily do you want to script?
- What OSes are currently compatible with your product? Is support for any other OSes (i.e. Linux, Mac, etc.) planned in the future?
A: Windows NT/2000/XP. There are currently no plans to support other OS's. However, as with anything else, if there is a strong enough business case we will do anything.
- Is it possible to setup to download a certain file at a certain time?
A: No
- What type of configuration needs to be done if the user is behind a firewall?
A: Make sure port 443 outbound is open.
Return to Top