Tokyo Electron Device Co., Ltd.
FalconLink on Azure
Solve your equipment troubles after shipment quickly and securely with
FalconLink remote support
FalconLink is a comprehensive privileged access security remote access and remote-control solution for enterprise IT and support teams. It empowers businesses with complete privileged access governance and privileged access to data from a single, central console.
A Cross-platform, secure, high-speed screen sharing solution with cloud-based license.
No need to login to the customer’s corporate network
Connects via HTTPS which matches common corporate security policies
Privileges access with a connection key issued on the client computer
Phone Support Challenges
Before
To provide accurate support, sometimes it is difficult to understand the situation on the phone without seeing the actual screen.
After
Since the "operation screen" can be shared with the customer at the support center, accurate advice can be given over the phone.
Challenges of on-site support
Before
When I went to the site, the situation was different from what I recognized from the explanation on the phone, and it took a lot of man-hours that would not normally be required.
After
The operation screen of the customer's target device can be shared, and remote control is also possible, so downtime can be minimized.
Leverage your support with "FalconLink on Azure"
Provide reliable and prompt support service by sharing the operation screen or log files of the customer's target device on the Internet (https).
- Sharing devices screen between customer and support center
- On demand "Remote control" is also possible
- Accurate advice over the phone
- Mouse pointer support (*): Instructions are reliable because you can freely set the pointer that is easy to communicate.
- Text box support (*): Useful for communication with customers in different languages.
- Snapshot support (*): Error-free instructions by sending images are possible.
*Compatible with FalconLink Agent v1.3
"FalconLink on Azure" Features
For Support Centers
■Can operate on various devices
The support center side is a cross-platform browser application.
■No need to login to other companies' networks devices
Cloud-based remote support requires no login to customer's networks or devices.
For customers who have purchased equipment
■Easy connection without network setup
Since it connects to a channel by HTTP/HTTPS, it is easy to connect without network settings such as routers.
■Customers only need to start the dedicated application
On the user side, it is only possible to start a dedicated remote support agent.
Main Fields of Use and Usage Scenarios
Manufacturing industry
Manufacturers who need facility management by remote access
Manufacturers who sell equipment and equipment overseas
Service model that flexibly responds to user support challenges
| Basic Services (Functions) | Custom Models | Package (SaaS) Model | |
|---|---|---|---|
| Intended audience | Customers who want to add remote support services to their products | ||
| Those who are looking for a wide range of remote support service functions | Customers who want to start remote support immediately | ||
| Function | Screen sharing, mouse and keyboard operation, file upload | In addition to basic functions, custom support such as file download function, predictive maintenance, cooperation with BI tools, etc. is possible | Same as basic functionality |