RemoteCallProduct Proposal

RemoteCallProduct ProposalVer.1.2

2014. 10. 14. l Product Marketing Team

!!! RSUPPORT Confidential !!!

RemoteCallProduct ProposalIndex

2

1. Introduction

2. Key Map

3. Why RemoteCall?

4. Features

5. Key Features

6. Advantage of RemoteCall

7. Products Details

8. Incorporate Your Business

9. System Requirements

10. Comparison

11. References

12. About Us

RemoteCallProduct Proposal1. Introduction

3

See the Issue, Solve the Problem

Real-time video stream support.

Support Android and iOS

View and control mobile devices in real-time.

PC Support Mobile Support

Windows Mac OS X Linux iOSAndroid

Video Support

RemoteCall enables representatives to view and control customers PCs from anywhere in the world.

Remote Support Computers

View and control the customer’s PC.

RemoteCallProduct Proposal2. Key Map

4

Mobile App

Mobile App

Request Remote Support (Customer)Remote Support in ProcessRepresentative (Session Waiting) Connect Connect

iOS Supported

131 592

131 592

RemoteCallProduct Proposal3. ㅣMost Accommodating

5

1. Global Leader in Remote Solutions 2. The Best Connection Success Rate

3. Asia No.1 Market Share 4. One of the top 5 global market leaders

Over 6,000 enterprises are already using RSUPPORT’s solutions in 20 countries.

Ensures a 99.9% success rate connectionusing relay servers.

References: 2008-2012, IDC Report / Frost & Sullivan report

Citrix,

34.1%

Webex,

23.6%

LogMeIn,

18.4%

Bomgar,

12.8%

Rsupport,

4.9%

NTR Global,

2.6%Other, 3.6%

Source: 2013, IDC

Relay server branch

USA

Asia

Europe

RemoteCallProduct Proposal3. ㅣComparison

6

Corporate Customers

Global Network

R&D

Technical Support

Total Patents

Market Rate

Security

(As of Sept, 2014)

A

Not Available

1,500

18

0

Risk (open source)

1

No Relay servers or Branches

6%

6,000 +

Mac OS X and iOS

Over 100 dedicated developers

16

Secured (Exclusive Engine)

15 Servers, and 4 Branches Worldwide (USA, CHN, JAP, KR)

39

77%

RemoteCall VS

RemoteCallProduct ProposalㅣUser Friendly UX

7

1. Unified Agent 2. User Friendly Icons

3. Mobile Widget Available 4. Experience iOS

Use all RemoteCall products conveniently from one program. Connection features are available as icons.

A widget is available on the home screen. User experience has been maximized for iOS devices.

RemoteCallProduct ProposalㅣEfficient and Easier Process

8

1. The Best Connection Success Rate

Ensures a 99.9% success rate in connection

using relay servers.

Relay Server

Remote Device

2. The fastest Screen Share and Remote Control

Best for multimedia, games, DirectX, high resolution graphic tool, and for low spec system, slow network.

Each package sent is approximately 20 Byte minimizing the network load.

Without the need for a complex algorithm to capture the difference, CPU and memory usage is kept to a minimum.

3. Effortless Connection 4. Simplest Steps

Minimize connection process.

RSUPPORT VRVDScreen Capture Engine

Connection Code

Icon Connection

(Patent No. 40294)Agent 1 Agent 2 Agent 3

Reduce connectiontime.

Completed

Session

Download Module

Module Install

Code10~12seconds

RemoteCallProduct ProposalㅣComplete Security

9

Security 1

Authentication

Security 2

Remote Session

Security 3

Users

Authentication Information Protected

At the login stage, the user ID and PW are encrypted using 256 bit AES sent and received from the server.

Data Flow Protected

During the support session, all data sent and received is encrypted using 128 bit SSL (Secure Socket Layer).

RSUPPORT’s gateway servers are located in 15 data centers around the world with dedicated staff working 24/7.

Central management by administrator.

Only whitelisted IP and MAC addresses can access .

The screen can be locked at any time during the session to prevent information leakage.

Data, traffic , gateways and users are all protected with complete security.

Security 4

Data Center

RemoteCallProduct Proposal

10

1. iOS Real Time Screen Sharing 2. iOS Browser Sharing

3. Select an Inquiry by Support Topic 4. Upload Pictures and Videos

Screen Sharing through Airplay

Safari

RemoteCall web-browser

Web

Web-Browser Sharing on Mobile

Customer can submit an inquiry by topic.

(For RemoteCallMobile Pack or Visual Pack)

Customer can attach files to support inquiry.

(For RemoteCall Mobile Pack or Visual Pack)

ㅣ Exclusive RemoteCall Features

RemoteCallProduct Proposal

11

Without RemoteCall? With RemoteCall?

1. Difficult to understand the issue verbally.

2. Can not solve the issue first time around.

3. On-site support necessary.

4. Cannot provide mobile support.

1. Easily support issues remotely.

2. Provide rapid support.

3. Visually see an issue using RemoteCall + visual pack.

4. Remotely support iOS and Android

iOS iOS

Eco-Friendly

- Save 455t of CO2 by

avoiding business trips

Higher FCR Rate

- First Call Resolution

65% → 70%

Save Cost

- Customer Support Department Cost:

2.5 million

- Second Support Call Cost: 13 Million

- 15.5 million in savings annually

Efficient Support

- Web: 40 Min

- Phone: 17 Min

- RemoteCall : 5 Min

Customer Satisfaction

- 43% of support agents are

using remote support

- 85% are being solved

- 99% of customers are satisfied

RemoteCallProduct Proposal

12

RemoteCall provides a Fast and Convenient Connection to Customers

Support Reservation

Customers can request support for a specific day and time if representatives are busy.

Auto Distribute Requests

Distribute support requests to representatives manually or automatically.

Group Agents by Topic

Provide efficient support by grouping agents by support topic.

Multiple Supported Connection Methods

Connect with the customer using various connection methods such as SMS, icon, email and

more.

Connect Instantly

with Phone Number

Invite the customer to connect by

providing a unique 6-digit

connection code.

Easier Connection

Using the Icon Method

Customer can easily connect with

the support agent using the 1-click

icon connection method.

Queuing System

Allow the customer to request

support by submitting a ticket

enclosing the specific problem.

123 456

ㅣ RemoteCall

Agent 1 Agent 2 Agent 3

RemoteCallProduct Proposal

13

Powerful Basic Support Tools

Session Transfer and Share

During the support session the agent can

transfer or share the session with another

support agent.

Remote Diagnosis

Easily check all processes or system

information.

Lock Viewer

The remote session can be locked

at anytime during the support

session.

Remote Reboot & Reconnect

The support agent can simply reboot the remote computer and instantly get reconnected with ease .

Multi-Sessions

Connect to more than 1 session at a time using the same User ID.

Secured Settings

All type s of secured networks are compatible. (Firewall, IPS, Proxy or more)

Lowest Data Transfer Rate

Fastest refresh rate with a lower data transfer.

ㅣ RemoteCall

RemoteCallProduct Proposal

14

Provides User Friendly Features for Agents

Drag & Drop File Transfer

Conveniently transfer files to and from the

remote PC using the 'Drag and Drop'

feature.

Favorites

Assign URLs and files to your

‘Favorites’ instantly to conveniently

access.

Special / Shortcuts

Sync all special or shortcut keys between the agents PC and the customers PC.

Best Video Performance

Best resolution and quality provided with VRVD (Patient Technology).

Screenshot / Recording

Store all screenshot or session recordings for future reference.

TRUE COLOR

ㅣ RemoteCall

Remote Printer

Print documents stored on a remote

PC from the user's PC.

Video Player

Session recordings are saved as a unique format. They can be played only using the Remote Support Player provided.

customer PC

RemoteCallProduct Proposal

15

Multiple Communication Tools Provided

Chat

Easily live chat with the customer.

Drawing

Draw on the Remote PC to enhance

communication.

Presentation Mode

Agent can share their screen with the

customer using ‘Presentation Mode’.

Various Pointers

Various pointers are available to use.

Canned Messages

Save frequently used messages to provide a faster response.

Remote Sound

Listen to sounds played on the remote PC.

URL Send

Send a URL to the customer by simply typing it and sending it.

ㅣ RemoteCall

RemoteCallProduct Proposal

16

ㅣ RemoteCall + Mobile Pack

[Main Menu]

- Control: Mobile Control

- Drawing: Drawing type and colors

- Display: Customize, auto fit and rotation

- Tools: Screenshot and Recording

System

Quick Settings

Process

App Information

Chat

Log cat

Support History

File Transfer

[Mobile Control Menu]

- Speakerphone on/off, Pause Real-time screen, Volume control, Search, Menu and Back key, Notification Bar,Rotation, Screen lock and more

RemoteCallProduct Proposal

17

ㅣ RemoteCall + Visual Pack

[Main Menu]

- Drawing: Drawing type and colors

- Display: Customize, auto fit and rotation

- Tools: Screenshot and Recording

[Camera Menu]

Flash on/off, Switch Camera, Adjust focus,

Speakerphone on/off, Pause Real-time screen

Switch Video or Picture mode, Location information

Canned Message

Connect to default map application

RemoteCallProduct Proposalㅣ Administrator

18

RemoteCall Provides Detailed Management Features to Check Settings and History

Customer Care: Check the information company , group , user

• Permission settings and group agent , ( selectable whether to use individually all the functions of the

RemoteCall) option setting function

• Use IP, MAC address , can be set in the area of service management agent

• Customized company logo design and the connection page and access method of customer

Agent Tool Management: set various options of support for agent

• Support Category: Create and manage support category

• Favorites (URL): Set URL that you use frequently when support in progress

• Canned Message: Transfer briefly with pre-registered messages

• Application Lock (mobile):

• For the privacy of customers, set restrict specific applications to prevent opened by users

Product Usage Management: RemoteCall Usage history

• Currently logged in users : Manage and monitor for logged in users

• Currently active sessions: Manage and monitor session in progress

• Login, Session, Support history and save to excel file

RemoteCallProduct Proposalㅣ RemoteCall

19

“We wanted to provide the most reliable

customer support"

Search for Alternate SolutionWe started looking for alternate solutions to provide a better service. Rsupport was brought to our attention because it is the No.1 remote support provider in Asia. After discovering RemoteCall we trialed the software and started comparing it with the products we were already using.

Best SolutionAfter using RemoteCall complaints from customers and support agents stopped. With RemoteCall we’re now able to offer stable and sufficient customer service, but most of all we noticed a rise in our customer satisfaction.

[Top consulting company in the world]

ProblemWe acquire a lot of support request about installation issues, viruses, system errors and more. When supporting these issues customers want to still be able to have access to their computers for personal or business reasons.

Search for Alternate SolutionIt is important to us that each agent have accessibility to a tool that will permit them to support more than one customer at a time if needed being able to acknowledge the customer at a much faster pace.

Best SolutionWith RemoteCall we are now able to give our customers support with ease. Beforehand site-visits were made frequently, but now we have reduced 80% of our business trip costs.

[PC security & anti virus industry]

“We wanted to deliver the most efficient

customer support“

ProblemProducts we were using prior to RemoteCall caused a lot of frustration for customers due to connectivity issues or difficulty installing anything. Most of our remote connections would suddenly disconnect.

RemoteCallProduct Proposalㅣ RemoteCall + Mobile Pack

20

Problem

Most of our customers have a smartphone, but

unfortunately find it difficult to use. When experiencing

an issue a lot of the time the customer needs to make a

site visit because the issue can not be explained or

understood verbally.

Having to constantly make an on-site visit can become a

burden financially.

Search for Alternate Solution

The best way to offer support to a customer’s

smartphone is by having it in front of you.

It is important for us to support all our devices, but

without having to make a site visit. This can become

impossible which led us to search for a reliable

solution that will help raise our customer satisfaction.

Best Solution

We initially started using RemoteCall as an additional

support service. Now all our smartphones released

have RemoteCall + mobile pack pre installed.

RemoteCall + mobile pack makes it possible for us to

provide rapid support because it’s like having the

phone in our hand.

Given that t - this service has helped maintain our

relationship with our customers.

[Wireless provider in Japan]

“We think communication with customers is the most important.”

RemoteCallProduct Proposalㅣ RemoteCall + Visual Pack

21

RemoteCall can be used anywhere in a wide range of situations.

Customer Support Center

Accurately diagnose product malfunctions.

Assign support issues to the appropriate departments.

Lower customer frustration.

Construction / Engineering

Check the progress of construction sites remotely.

Decrease resolution times.

Reduce on-site visits.

RemoteCallProduct Proposal

22

RemoteCall provides optimal functionality to suit your company.

TypeSubscribe to Service by Monthly or Yearly

Installed to Own serverOptimized for enterprise

The easiest on-site solution available

Target Small or Medium BusinessMedium sized businesses to large corporations

SMB, College, Government and more for all type of helpdesk

License Yearly Subscription Permanent Permanent

Hardware Not Applicable Required Included

OS License Not Applicable Windows 2003/2008/2012 server Embedded OS, Cent OS 6.5 Included

DB License Not ApplicableMaria DB, MS-SQL, ORACLE, MY-SQL

Maria DB included

Customization Optional Optional Not Applicable

Installation Not Applicable Included Included

Maintenance Included 1st year included. 1st year included.

Network Using RSUPPORT Network Own Network Required Own Network Required

ASP Server Appliance

※ WAS (Web Application Server): Tomcat, Jetty, or Weblogic or Available

RemoteCallProduct Proposal

23

Minimum Recommend

OS Windows 2000 or later Windows XP or later

PC Pentium 4 1.4 GHz, 256MB Pentium 4 2.0 GHz, 512MB

BrowsersInternet Explorer 6.0+Firefox 3.0+ / Safari 3.0+Opera 9.0+ / Chrome 1.0+

Internet Explorer+Firefox 3.0+ / Safari 3.0+Opera 9.0+ / Chrome 1.0+

NetworkRepresentative: Public IP per representative or Static NATCustomer : Modem, ADSL, LAN, Public IP or Virtual IP (WirelessSupport)

Firewall Out Bound 80(http) / 443(https) Port Open

Agent PC Minimum/Recommend for RemoteCall Mobile pack

Minimum Recommend

OSAndroid 2.2.x FroyoiOS 5 (iPhone 3GS/ iPad 1)

Android 2.3.x Gingerbread+iOS 6+ (iPhone 5 and iPad 3)

Network 3G/4G or Wi-Fi

RemoteCall Mobile pack for Customer

Minimum Recommend

OS Windows 2000 or later Windows XP or later

PC Pentium 4 1.4 GHz, 256MB Pentium 4 2.0 GHz, 512MB

BrowsersInternet Explorer 6.0+Firefox 3.0+ / Safari 3.0+Opera 9.0+ / Chrome 1.0+

Internet Explorer+Firefox 3.0+ / Safari 3.0+Opera 9.0+ / Chrome 1.0+

NetworkRepresentative: Public IP per representative or Static NATCustomer : Modem, ADSL, LAN, Public IP or Virtual IP (WirelessSupport)

Firewall Out Bound 80(http) / 443(https) Port Open

Agent and Customer (MS Windows)

Minimum Recommend

OS OS X 10.6 or later OS X 10.6 or later

PC Intel based Macintosh computer

Browsers Safari 3.2+ / Firefox 3.0+ Safari 4.0+ / Firefox 3.5+

Agent and Customer (Macintosh OSX)

한정

OS Ubuntu 10.04+, Mint 12+, RedHat 6.2+, Cent OS 5.7+

Browsers Firefox 3.6+

Customer (Linux)

Minimum Recommend

OS Android 2.3.x / iOS 5.0.1 Android 4.0.4 / iOS 6.1.3

Network 3G/4G or Wi-Fi

Requirement Built in Camera

RemoteCall Visual pack for Customer

Minimum Recommend

OS Windows 2000 or later Windows XP or later

PC Pentium 4 1.4 GHz, 256MB Pentium 4 2.0 GHz, 512MB

BrowsersInternet Explorer 6.0+Firefox 3.0+ / Safari 3.0+Opera 9.0+ / Chrome 1.0+

Internet Explorer+Firefox 3.0+ / Safari 3.0+Opera 9.0+ / Chrome 1.0+

NetworkRepresentative: Public IP per representative or Static NATCustomer : Modem, ADSL, LAN, Public IP or Virtual IP (WirelessSupport)

Firewall Out Bound 80(http) / 443(https) Port Open

Agent PC Minimum/Recommend for RemoteCall Visual pack

RemoteCallProduct Proposalㅣ RemoteCall

24

Features RemoteCall K M H A

Support

MS Windows PC O O O O O

Apple Mac PC ● X X X X

Linux PC ● X X X X

Browsers (IE, Chrome, Firefox, Safari, Opera) ● O △ O O

True-Color Support ● O X X O

Control

Support Multi-Monitor O O O O O

Drawing O O O O O

Sync Clipboard O O O O O

Manage Process O O O O O

Check System Information ● O X O O

Presentation Mode (Screen sharing & Control) ● O △ O X

Favorites (URL, Folder, Program, Control Panel) ● O O O X

Reboot with Safe Mode ● O X X X

Drag & Drop File Transfer ● O O X O

Remote Print ● O O X X

Sound Sharing ● O O X X

Program Sharing ● O X X X

Admin

Manage Features by Agent or Group ● O X X X

Manage Favorites (URL, Files, Canned Message) ● X X X X

History & Statistics Monitor and Save (Excel) O O O O O

Security

Auto Delete Downloaded Module ● X X X X

Additional Session Password ● X X X X

Access Restrict by IP address ● X X X X

Access Restrict by MAC address ● X X X X

Agreement (Control, Recording, File Transfer and more) ● △ △ △ △

RemoteCallProduct Proposalㅣ RemoteCall + Mobile Pack

25

Features RemoteCall + Mobile Pack K

Connection Method

Mobile Number ● X

Connection Code O O

Window ● X

Features

Screen Sharing O O

Android Control O O

iOS Remote Support ● X

Drawing O O

File Transfer / Send URL O O

Interactive Chat O O

Support USB Connection O O

Support Skin ● X

3G ↔ Wi-Fi ● X

Favorites Toolbar O O

Screenshot / Recording O O

Data Packet in Real time ● X

Speaker Phone Control O O

Application Lock O O

Diagnostics

System /Process / Log information O O

Quick Settings O O

Manage Applications O O

Compatible Device List O O

Security

Control Agreement O O

File Transfer Agreement O O

Screen Lock O O

Displays Support Status O O

Access restrict by IP or Mac address ● X

Manage

Support Log O O

Feature Setting O O

Support History and Statistics O O

Etc.Mobile Widget ● X

Upload file while waiting for support ● X

RemoteCallProduct Proposal

26

Over 6,000 Enterprises Are Already Using Our Solution.

Corporate

Financial

Gorvenment& Public

Education

RemoteCallProduct Proposal

27

RemoteViewAppendix

[ 2012 Self report ]

M/S : KoreaM/S : APAC

[ 2009 Frost & Sullivan ]

Name RSUPPORT (Inc)

CEO Hyung soo Seo

Founding November 6, 2011

Assets 5,188 Million Won (Based on March 25th, 2014)

HQ and Branches

Korea (HQ): 서울시 송파구 위례성대로 10

(방이동 44-5) 에스타워 11~15층

Japan: 東京都港区虎ノ門1-2-20

第3虎の門電気ビル

USA: 333 Sylvan Avenue Suite 110,

Englewood Cliffs, NJ 07632, USA

China: 北京市朝阳区霄云路38号现代汽车大厦

2203室I-101

Staff 207 (As of September, 2014)

Homepage www.rsupport.com

Business Software - Remote control & support software

A131370

R&D48.3%(100)

Tech Support7.7%(16)

RemoteCallProduct Proposal

ThanksKorea :

138-827 서울시 송파구 위례성대로 10

(방이동 44-5) 에스타워 11~15층

전 화 : +82-70-7011-3900

팩 스 : +82-2-479-4429

기술문의 : support.kr@rsupport.com

구매문의 : sales.kr@rsupport.com

기타문의 : info.kr@rsupport.com

USA :

333 Sylvan Ave. STE#110,

Englewood Cliffs, NJ 07632, USA

Phone : +1-888-348-6330

Fax : +1-888-348-6340

Tech : support.us@rsupport.com

Sales : sales.us@rsupport.com

Info : info.us@rsupport.com

China :

北京市朝阳区霄云路38号现代汽车大厦

2203室I-101

联系电话 : +86-10-8256-1810

传真号码 : +86-10-8256-2978

技术咨询 : support.cn@rsupport.com

销售咨询 : sales.cn@rsupport.com

其他咨询 : info.cn@rsupport.com

Japan :

〒105-0001 東京都港区虎ノ門1-2-20

第3虎の門電気ビル

TEL : +81-3-3539-5761

FAX : +81-3-3539-5762

お問い合わせ : support.jp@rsupport.com

Sales : sales.jp@rsupport.com

Info : info.jp@rsupport.com