Sun Net Connect Remote Servicing
By tdw on Mar 21, 2005
For the past couple of years, I've been working on a project to implement a secure collaborative web browsing environment which enables Sun Customers and Sun service engineers to view the same web content from the customer's site at the same time. This will allow Sun engineers to triage problems with web-based services on the customer's WAN without having to either visit the site or rely on descriptions or screenshots of the problem from the customer. Personally, I think this is a big step forward (although I am biased).
Currently, the only "supported" collaborative use is with Sun Storage Automated Diagnostic Environment (StorADE) version 2.4, although it will work happily with other web applications. It even supports well-behaved web applications which use HTML frames!
In addition to shared web browsing, Sun Net Connect 3.2 also contains an application to provide collaborative shell access to customer systems, which enables the triage of applications which are command-line rather than GUI driven. Both services open up some exciting possibilities for reducing the time it takes to resolve an issue.
If you are interested in the possibilities of this technology, then please contact your Sun Service Sales representative to discuss Sun Net Connect 3.2, which also offers extensive system monitoring capabilities.