Veritas offer healing over the web

By Stuart Finlayson

Veritas' technical services division has introduced a new support technology that the vendor says will transform how support is offered to its customers.

Veritas DirectAssist is a web-based application that works in two distinct ways. It provides a two-way communications process, allowing customers to initialise system self-diagnostics that leverage Veritas' knowledge on how to solve certain known customer issues.

The architecture of DirectAssist is such that the vendor's knowledge of how to solve common problems increases, and that knowledge can be automatically transmitted to the customer in the form of new and updated self-help scripts.

Veritas hope that, over time, customers will be able to leverage this intelligence to diagnose and resolve a percentage of their issues without ever having to contact Veritas directly.

For more complex issues and problems that require the expertise of support engineers, the service will give customers the option to let Veritas manage their issue, without having to gather logs, track down system information, or spend as much time doing the research that is so critical to the problem-solving process, as this will become more of an automated process.

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