HFN ReSOFT Difference

ReSOFT – Support Automation Platform

The Problem

Shrinking resources

Enormous downward pressure on costs

Increasing demands

Constantly changing and expanding environment

Multi-vendor support

Stuck in reactive mode

Tools are lacking

Too much is still dependent on labor – a non-scalable resource

10/07/09

Proprietary and Confidential to HandsFree Networks

Our Initial Offering

Automated problem management, system management and maintenance for Microsoft Windows based devices on TCP/IP networks, with no end-user intervention.

10/07/09

Proprietary and Confidential to HandsFree Networks ReSOFT Functional Overview

ReSOFT Default Managed Services 10/07/09

ReSOFT Default Managed Services

TCP/IP problem management

Date and time problem resolution

Software installation/removal tracking

Printer installation/removal tracking

Real-time event tracking

E.g. network configuration changes, process start/stop, dialog boxes, etc., etc.

10/07/09

The ReSOFT Difference

Centralized management, control and reporting

Localized functions

Scalability

Availability

Powerful last line of defense

10/07/09

The ReSOFT Difference

Real-time event detection and logging

Real-time information gathering

Automated problem resolution

Automated problem prevention

Remote management, on-demand or scheduled

Automated system maintenance

Real-time notification and reporting

10/07/09

Proprietary and Confidential to HandsFree Networks With no end-user intervention

Event Detection

All MS Windows messages

Dialog boxes

Process start and completion

Non-kernel faults

File related operations

Networking messages

Registry changes

Configuration changes

Time events

10/07/09

Event Logging

Logs

Events detected

Actions taken

Log transactions

SSL encrypted

Stored on a server located locally or remotely, accessed with SSL encryption

10/07/09

Automated Problem Management and Resolution

Known problems with known solutions can be resolved automatically

Approach applicable to most software based problems

Some examples

Internet connectivity

Local connectivity

Print queue problem resolution

Services re-start

System slow-down work-around

System date and time change

10/07/09

Intrusion Protection

Start-up environment protection

System configuration and system objects protection

Network packet filtering

IP Port probe detection

Client based e-mail attachment and file download filtering

File and directory change detection and prevention

10/07/09

Intrusion Protection

Program execution control

Virus definition management for ALL systems, with automated completion reporting

Network wide anti virus scans

10/07/09

Real-time IT Asset and Change Management

On-demand and scheduled system survey

Full DMI and WMI support

Unlimited user defined fields

Online query and reporting

Ad-hoc and packaged

Automated change tracking and reporting

Application usage profiler

Real-time configuration change detection

Software installations and removals

Printer installations and removals

Network configuration changes

Registry changes

File deletions

10/07/09

System Management

Microsoft update management

One-click remote control

Multiple program/task execution

File and content distribution and retrieval

Process and service shutdown and restart

System logoff, shutdown, and restart

Registry management

Printer installation and removal

10/07/09

Automated Maintenance and Monitoring

Network wide automated system maintenance

Every device

Configured and executed remotely, or accessing any system running the ASI client

Network wide resource monitoring – all devices not just servers

Device availability

Including IP devices and services where the ASI client is not installed

Shortage alerts – processor, memory, bandwidth

Pro-active problem detection and reporting

Multiple testing methods

Web application availability

10/07/09

Provisioning and Metering

Automated enabling/disabling of applications and services

Individual systems and entire sites

Centralized control

Standard image customized to meet individual customer requirements

Tamper proof

Accurate metering of application usage by user, product, system, and site

10/07/09

Real-time Notification and Reporting

Dashboard

Explorer like interface, highly configurable

Notifications

Highly granular, optionally via e-mail

Notification console

Query facility

Ad-hoc, saved, highly granular

Reporting

On demand, scheduled, graphical output, highly granular

Data export

From: any ASI database

To: comma-delimited ASCII text files, and SQL tables

10/07/09

Remote On-demand Management

Run any procedure at any time on any system(s) at any site, on demand or on a schedule

Browser based

From anywhere on the Internet

Wizard driven

Frequent actions performed via intuitive point-and-click wizards

10/07/09

Automated Distribution and Update

Optimizes operational efficiency

Remote, pull based

Needs to be installed only on one system. Propagates automatically to all others

Limits problem propagation

Solutions to new problems can be quickly and easily distributed to all users

Improves user productivity

Software bugs fixes are quickly applied

10/07/09

Information Portal

End-user accessible

Event, asset change, and meter reports

Two-way communication with end-users

10/07/09

Extendible, Adaptable, and Flexible

Any procedure, series of tasks, or action performed by, or with software can be automated

Included in subscription service

HandsFree Networks does the work

Highly responsive to changes in

Technology

Applications

End-user environment

10/07/09

Operational Efficiency

Easy to manage

Task specific procedures

Enabled as needed on one, some, or all systems

Single point, browser based management

Remote or local, not tied to one system

Automated update distribution and installation

Shallow learning curve

Installed in minutes

Pre-configured

Device specific, or global changes made in minutes

Inter-site configuration export function

Wizard based interface for efficient execution of frequent actions

10/07/09

ReSOFT Pricing

Subscription based

Basic price

$ per device per month

Billing

Quarterly, yearly

No minimums, start-up charges, professional services fees, or cancellation fees

10/07/09

Distribution Strategy 10/07/09

Competition 10/07/09

OVERVIEW FEATURES

ReSOFT Features Overview

Real-time event detection and reporting

Highly granular, message level event detection

Problem management and resolution

E.g. Connectivity, print queue problems, password lock-out, date and time

Intrusion protection – New viruses, spyware and adware

Start-up environment

System and application configuration

Port probe detection

E-mail attachment filtering

File download filtering

Anti virus management extensions

10/07/09

IT asset management

Operating, change, and usage information

On demand, or on a schedule

System management

Software update management

Program execution

Process/service shutdown and restart

File distribution and retrieval

System restart

10/07/09

System maintenance

E.g. Disk defragmentation, file/folder clean-up, clock synchronization, slow clock reset, Scandisk

IT resource monitoring

Shortage and availability reporting

Provisioning and metering

On demand service customization

10/07/09

Event Detection and Notification

System availability

Network connectivity failures

System and application crashes

Windows event log changes

Connectivity problems

Printing problems

Resource problems

Application errors

Application usage

All changes

… and much more

10/07/09

Problem Prevention, Diagnosis and Resolution

Internet connectivity

Local connectivity

Print queue problems

Services re-start

System slow-down work-around

System date and time change

10/07/09

Intrusion Protection – E-mail Attachment and File Download Filtering

Detects all e-mail attachments, based on:

Attachment type

MIME type

Prevents processing of suspected virus carriers

Client based

Not dependent on existing virus definitions

Covers e-mail messages from Web based services (e.g. AOL, Yahoo, Hotmail)

File download filtering configurable by file type

10/07/09

Intrusion Protection – Port Access Control

Filters based on IP address, protocol, and interface

Centralized configuration and reporting

No changes by end-users

Port probe detection

Reports probe of any port and probing IP address

10/07/09

Intrusion Protection – System Management and Control

Start-up environment, system configuration and system objects

Prevents addition of ANY unwanted executable to run at start-up, and changes to system configuration and objects

Any combination of files, file type, and directories

Terminate execution of selected programs (as chosen by the client, e.g. file sharing software)

Allow execution only of selected programs

10/07/09

Intrusion Protection – Anti Virus Protection Extensions

Virus definition management

Ensures that all systems have up-to-date virus definitions – including those intermittently connected to the network

On-demand or on a schedule

Reports completion status

Execution of anti virus scan on all systems

On-demand or on a schedule

Reports completion status

10/07/09

IT Asset Management

Detailed system survey

Comprehensive BIOS and hardware information

Software including version and license number

Unregistered executables and files of any type

Configuration information

Start-up environment

Networking

Applications

Unlimited number of user defined fields

Online query facility and custom reporting

Automated change detection and reporting

Application usage profiler

10/07/09

IT Asset Change Detection

Hardware changes

Software installations, removals and upgrades

Printer installations and removals

Configuration changes

Operating system

Networking

Applications

Start-up

Registry

File deletions

10/07/09

IT Asset Change Tracking and Reporting

All asset changes

Online querying of asset change information covering any period for which information is available online

Packaged and custom reporting

10/07/09

Automated System Management

Microsoft update management

Highly secure

Unattended system support

Scalable

Program execution

On-demand or scheduled

Multiple applications or tasks simultaneously

Process and service shutdown and restart

Any mix of processes and services

10/07/09

Automated System Management

File distribution and retrieval

System re-start, scheduled or on-demand

On-demand, or scheduled running process list and file properties

Printer installation and removal

10/07/09

System Maintenance

Regularly scheduled tasks performed automatically

Defragmentation of all disks on all systems

Clean up of any files, anywhere, and Scandisk files on all systems – configurable file masks and locations

Scanning and fixing errors on all disks on all systems

Synchronization of clocks on all systems

Slow system clock detection and reset

10/07/09

IT Resource Shortage and Availability Reporting

Memory and processor utilization

Per process processor and memory statistics

Disk capacity

Disk performance (on Microsoft Windows NT-based systems only)

Network utilization (on Microsoft Windows NT-based systems only)

Availability

IP devices, IP services, Web applications

Including devices where ASI client is not running

Multiple testing methods

10/07/09

Provisioning and Metering

Enable and disable applications

On demand, or on a schedule

Deploy standard image, customize for each user/site

Centralized control

Change provisioning status of any application on a single system or at an entire site

Detailed real-time audit trail

Low bandwidth requirement

Encryption based, makes tampering difficult

Meter usage of any application

Real-time detection of number of times and amount of time used

10/07/09

ReSOFT Server Event and Asset Query Facilities

Events and asset databases

Ad-hoc and saved queries

Automated vendor knowledge base query processing

Highly granular

E.g. Retrieve specific event(s) by system, by user, by process, over a user specified period of time

E.g. Retrieve all identity information for all systems at a site

10/07/09

ReSOFT Server Event Notification Facility

Browser based one-click notification creation and editing

Configurable browser based console

Notifications can be sent to any e-mail enabled device and posted on a Web based console

Highly granular

E.g. notify about a specific event on one system

Exclude/include one, or some systems

Restrict triggering threshold to a single system or apply to the entire local network

10/07/09

ReSOFT Server Event and Asset Reporting Facilities

Browser based one-click report creation and editing

Plain text or HTML, with our without graphical output

Event report aggregation

Asset report per system tabular output

Highly granular

E.g. Report about occurrence of a specific event on one system during a certain time period

E.g. Report all hardware and software changes that occurred on systems at a site during a user-specified period of time

10/07/09

ReSOFT Data Export

Intuitive wizard based interface

Export data from any ReSOFT database, including

Assets

Events

Configurations

Export in multiple formats

Comma-delimited ASCII text files with headers

SQL databases

Direct save to local system

10/07/09

ReSOFT Information Portal

Published content available to end-users

View event, asset, and change reports online

Interactive notes field

Two-way communication channel with end-users

10/07/09

The Data

… The volume of data stored on these PCs and the complexity of the software and hardware continues to rise as well. And handheld devices that have been around for a few years are increasingly in need of official corporate support. The demand for support, driven by these trends and reflected in call volume, is expected to more than double by 2003, according to Meta Group. …

… Call volume is going to keep rising. By 2003, it will have risen 2-1/2 times, predicts a Dell Computer survey of its customers, and businesses will face a cost-crunch trying to increase staff proportionally to meet that volume. …

… According to an April 2001 Incoming Calls Management Institute study, workload actually increased for 57 percent of contact centers with self-service websites; workload also increased for 65 percent of centers with e-mail and for 65 percent of those using interactive voice response technology. … Web self-service not only failed to decrease call volume, it also increased the complexity of calls. …

… In 1996, the average help desk supported 25 applications. Now that figure is 200, according to Gartner analyst Kris Brittain. …

10/07/09

Proprietary and Confidential to HandsFree Networks Previo eSupport Perspectives Newsletter, Analyst Perspective on 2002) InformationWeek, Help Technology Gets More Sophisticated, Oct 15, 2001 Darwin, The Self-Service Myth, February 2002 Network World, Keeping costs in check, 01-21-02

HandsFree Networks Background