Service

This main category contains a number of components that can be freely selected and individually configured. Several of these components are outlined below:

Support tools

This component primarily assists your call center agents. It allows them to conduct various support functions and fully automated tests with their customers incredibly easily and at the click of a mouse (ping, traceroute, ipconfig and so on).

Status report

This component provides a precise summary of all relevant information related to the customer's system and covers the operating system, software and hardware in equal measure. Examples: Modem/router information, network cards, browser and security settings, Internet connections and settings, e-mail clients and e-mail addresses and much more...

Special ISP tools

This component incorporates tools and wizards that are defined together with the ISP. Whether it's a wizard for easily configuring and administering your Web space, one for downloading additional software or one for resetting your system to a predefined 'ISP standard' - there's no limit here.

Internet connection

This component covers everything related to Internet connections. It provides a complete overview of all the existing and ISP-specific Internet connections including all settings and associated hardware parameters from the modem type and respective modem configuration, to the WLAN setting with associated router configuration, security settings, network cards, and proxy settings. This component also enables a 'Restore Internet Access' wizard to be integrated for a complete 'recovery installation'.

WIFI center

A special component that concerns WLANs. Besides providing a detailed summary of the existing WLAN settings, this component models the entire WLAN administration, thus allowing users to add further PCs to an existing WLAN network at the click of a mouse, for example.

E-mail manager

A comprehensive information and administration tool to handle e-mails. The E-mail Manager can be used to set up new e-mail addresses (on the server and locally), amend existing settings, change passwords and much more. An e-mail account that has been deleted by mistake can also be restored completely at the click of a mouse. A clearly structured display of all e-mail accounts registered on the server and on the client considerably simplifies administration tasks for the user.

Security center

All the relevant security settings and information are available here: information on the type and status of the installed anti-virus software, firewall, the direct activation of the Windows Security Centre, through to the option to restore the 'ISP-specific security settings' at any time at the click of a mouse.

ISP-specific area

This component takes the customer directly to the areas of the ISP portal they require. Integrated and clearly presented links to Webmail, online billing, current maintenance work, product upgrades and other relevant services are available to the customer here. Even this 'communication platform' can be individually customised in terms of the support required or marketing content.

Your additional module

A special component satisfying the specific wishes of the ISP can be integrated. Special services and settings might need to be included or the ISP might want additional useful tools incorporated such as 'delete cookies and temporary Internet files', 'create additional home pages', 'remove Internet traces' or special 'performance tests', 'FAQs', 'support tips' and much more.

Diagnosis and repair

This important area comprises the core functionalities of this powerful support solution. The following components, which are explained here in brief, help users when they experience problems with their Internet connection, WLAN, hardware configuration, e-mail and so on; they can rectify all these errors at the click of a mouse without needing any technical know-how or external assistance (call centre).

Diagnosis

All it takes is a click of the mouse to run a complete and sequential system or error diagnosis. During the diagnosis all the areas that are relevant for the respective Internet access (system, hardware, software, ISP-specific settings etc.) are analysed and checked. The resulting information is summarised by category (with the respective detailed information) and clearly displayed to the user. If an error is detected, the end user is notified accordingly and interactively prompted to perform one of the functions that are explained in more detail below. The error should either be rectified fully automatically, a detailed description of the error and associated error code should be reported to the support centre, or the user should access the knowledge database directly, in order to rectify the error(s) manually.

Repair

This component comprises a fully automated 'one-button self-repair' function. All the incorrect settings or errors detected during the diagnosis are repaired fully automatically and sequentially, without the user having to lift a finger. Here, all relevant areas, parameters and settings are included, so that all the incorrect settings on the computer can be repaired at the click of a mouse. These include incorrect connection settings, faulty network card configurations, erroneous e-mail accounts, port assignments, proxy settings, for example.

Diagnosis code

If an error is detected during the diagnosis process explained above, a unique diagnosis or error code is output. This error code assists end customers as they can forward the code directly to the ISP's support centre. The support staff can then use the diagnosis code to immediately and uniquely identify the cause of the error, in order to offer the customer a swift and effective solution to the problem. This error code is also used to access the knowledge database correctly.

Extensive help and animations

This component gives the customer access to an ISP-specific knowledge database/FAQs/instructions so that they can read up on all the information and configuration steps required to rectify an error manually. m2webcenter or m2selfrepair directly access existing ISP databases, or mquadr.at can create one, if required. In either case, the unique error code takes the customer directly to the place where the specific error is described, which means that tedious searching within FAQs or other information is a thing of the past.

Brand-new: R.I.S.

Brand-new : R.I.S - Real-time intelligent self-repair

This new and hitherto one-of-a-kind function permanently monitors pre-defined areas such as Internet access, e-mail accounts, WLAN settings etc. and immediately corrects any modified or incorrect settings in real time before the customer even receives an error message. This service, which conserves resources by running fully in the background, ensures that the customer always has a working Internet connection, functioning e-mail accounts and so on. This intelligent self-repair solution outshines support solutions that only respond to error messages from browsers or email programs, in order to point customers to possible incorrect settings. This ensures that the user can always use the Internet programs and services configured according to the special requirements of the ISP, without having to bother with error messages, error codes and the like.