Flexible Connectivity

Even with the best security built into your remote service offering, not all end-customers readily accept a remote connection. Additionally, some customer sites may not have constant access to the Internet. Does this mean you have to give up remote service for some of your customers?


The NextNine platform employs flexible connectivity modes to help you cope with a wide range of scenarios so you can remotely service the largest possible share of your install base.

  • Continuous Mode – In this mode the Virtual Support Engineer (VSE) constantly communicates with the Service Center, allowing you uninterrupted access to all NextNine applications. Naturally, this is the most ideal mode, and provides the most value to both the service organization and the end-customer.
  • Ad-Hoc Mode – In this mode, the VSE monitors the supported product, performing all data collection, analysis and maintenance routines without connecting to the Internet and communicating with the Service Center. The end-customer connects the VSE when needed (E.g. once a problem is discovered) to allow for remote activities such as data retrieval or desktop sharing by the service provider. This mode is also useful for environments with a slow or intermittent connection.
  • Disconnected Mode – targeting the most security conscious customers, this mode assumes no connectivity between the VSE and the Service Center. The service provider can still get access to the data collected by the VSE by asking the end customer to send data files (e.g. via email or FTP) and importing those files to the Service Center. The end-customer can view the health of the supported product using the VSE’s local web interface
NextNine is a global provider of support automation solutions. Its Virtual Support Engineer™ allows technology vendors to proactively monitor and service their products at the customer site and automate the discovery, diagnosis and resolution of problems before the customer is disrupted. Global leaders utilize NextNine’s platform to cost-effectively increase customer satisfaction, reduce support costs, secure service revenues and maximize system uptime.