R.I.S.^® and D.O.D.^®

Realtime.Intelligent.Selfrepair. - R.I.S.^®

This one-of-a-kind functionality permanently monitors pre-defined areas such as Internet access, e-mail accounts, WLAN settings etc. and immediately corrects faulty settings in real time before the customer even receives an error message. Running in the background on extremely low resources, m2selfrepair ensures that consumers stay online and can make use of their e-mail addresses and any other value added service at all times.

Diagnose.On.Demand. - D.O.D.^®

All it takes is a single mouse click to run a complete and sequential error diagnosis. During the diagnosis process all areas that are relevant for a working Internet connection (system, hardware, software, ISP-specific settings etc.) are analysed and checked. The information resulting from this thorough analysis is summarised by category and displayed to the user. If an error is detected, the consumer is notified accordingly and advised to perform one of the available repair functions.

Repair modules

Selfrepair wizards

This component consists of fully automated 'one-button self-repair' wizards. All incorrect PC settings or errors detected during the diagnosis process are repaired automatically, without the user having to lift a finger. To name but a few, the following areas are covered within the selfrepair process: incorrect connection settings, faulty network card configurations, erroneous e-mail accounts, port assignments, proxy settings and many more.

Diagnosis Code

If an error is detected during the diagnosis process explained above, a unique diagnosis or error code is displayed. When calling the hotline, the error code assists consumers in communicating a problem to the call centre agent, who is able to associate each code with unique system and error information. As a result, the source of an error can be identified much faster and consumers receive very quick and efficient troubleshooting information. The error code is also used to access the knowledge database.

Knowledge Database, Manuals, FAQs, Animations

Within m2selfrepair, consumers can also be granted access to an ISP-specific knowledge database/FAQs to refer to all the information and configuration steps required to correct an error manually. With the help of the unique error code, consumers are taken straight to the spot where the specific error and troubleshooting process are described. For problems that can not be fixed automatically, e.g. incorrect hardware cabling, individual animations showing the exact hardware and correct cabling, are displayed.

Advantages

Advantages of m2selfrepair

• Up to 80% automatic error repair ratio...
• ...for all other errors animated instructions are shown
• Increase in service level and reduction of support costs
• Self-healing even for unskilled users
• Low on resources
• Multiple repair options
• Reduction of calls to helpdesks
• Unique diagnosis codes guarantee reduction of call duration
• Well-tested off-the-shelf modules
• Fast implementation time
• Fast updates thanks to integrated live update functionality
• Multilingual user interfaces
• Clear cost structure - no license costs
• Offers Up- and Cross-selling opportunities
• Full optimisation to ISP requirements
• Extensive reporting and statistics features included
• No service application required