Symantec's Norton HelpDesk Assistant Reduces Support Costs
Powerful New Tool Enables Help Desks and Support Staff to Remotely Access, Diagnose and Fix PC Problems
CUPERTINO, Calif. - February 22, 1999 - Symantec
Corporation (Nasdaq: SYMC), the world leader in utility software for business and personal
computing, today announced Norton HelpDesk Assistant v1.0, a powerful tool for providing quick and
reliable help desk support while reducing support costs and maximizing employee productivity. Norton
HelpDesk Assistant allows support staffs to not only take over remote desktops, but to quickly
diagnose and fix PC problems. In addition, Norton HelpDesk Assistant complements existing help desk
solutions, enabling support personnel to quickly resolve end-user problems once a trouble ticket is
created. Norton HelpDesk Assistant integrates best-of-breed products such as
Norton CrashGuard, and
Norton System Center, and includes
Norton Ghost, on a single CD,
making it the most effective way to reduce support costs while improving help desk performance.
Reducing Support Costs with Remote Access
"Total cost of ownership is a real issue today, and the
largest component of this cost is represented by the expense of providing on-going support to PC
users, including the growing community of laptop and mobile PC users," said Christopher Calisi, vice
president of Symantec's Remote Productivity Solutions Business Unit. "Norton HelpDesk Assistant
addresses the needs of end-users and support staff alike by eliminating blind troubleshooting and
enabling help desk personnel to offer hands-on assistance anytime, anywhere."
Norton HelpDesk Assistant reduces the length of a help desk call by remotely solving PC problems
through integration of remote-control capabilities from Symantec's pcANYWHERE, the market-leading
remote productivity product. Gartner Group estimated in its report, "Lowering Help Desk Costs with
Remote Control Tools," that during a three year period remote-control tools can lower annual help
desk costs by 6 to 13 percent. Using pcANYWHERE, administrators receive remote control capabilities
of end users' PCs without the additional infrastructure requirements and costs associated with
traditional help desk solutions.
With pcANYWHERE Host on the client PC and the remote functionality on the administrator's system,
support staff can easily and securely take control of an end-user PC across the LAN or WAN, or even
by phone. Norton HelpDesk Assistant complements traditional support products by quickly diagnosing
and fixing end-user problems on open trouble tickets. In addition, Norton HelpDesk Assistant's
remote-control features enable help desk personnel to provide mobile users with hands-on technical
support while those users are on the road.
Norton HelpDesk Assistant also helps reduce support costs by providing central management
capabilities allowing administrators to automatically distribute, manage, and update Norton HelpDesk
Assistant, as well as pcANYWHERE, Norton Utilities, and Norton CrashGuard, to networked and mobile
users from a centralized location using Symantec's Norton System Center. This eliminates the need
for support personal to make time-consuming visits to end-user PCs to manually install or update
end-users systems. Norton System Center provides a single administrative solution for
cost-effectively distributing, reporting, and alerting across a range of Symantec products,
providing fast, reliable technical support to end users everywhere.
Quickly Diagnosing and Fixing PC Problems
Norton HelpDesk Assistant also includes the powerful
troubleshooting features of Norton Utilities, the industry's most focused, intelligent
problem-solving tool. These utilities provide users a clear and refined toolset that excels at
addressing relevant computing problems and offering intelligible recommendations. Administrators can
select from several Norton Utilities configurations including Basic for novice users, to Typical for
intermediate users, to Complete for expert users.
"By utilizing the award winning technology found in Norton Utilities, remote users are able to
detect and solve more computer problems than ever before," said Enrique Salem, vice president of
Symantec's Security and Assistance Business Unit. "Not only are problems identified, but the product
goes a critical step further and offers clear, prioritized recommendations for the best way to solve
With Norton Utilities integrated into Norton HelpDesk Assistant, users receive crash protection,
disaster recovery utilities as well as prioritized recommendations for the best way to solve
computer problems. As a result, without involving the corporate help desk staff, Norton HelpDesk
Assistant helps maintain users' computer systems at peak performance levels, thereby minimizing
end-user downtime and freeing the help desk to address more pressing support issues.
Norton HelpDesk Assistant also includes the industry standard disk imaging and disaster recovery
technology of Norton Ghost, significantly reducing the time and expense associated with recovering a
crashed PC, returning the PC to its original configuration in minutes. By including this
state-of-the-art disk cloning technology, Norton HelpDesk Assistant enables users to recover whole
hard drives and partitions as well as individual directories and files from an image file. Disaster
recovery, then, is not only fast and reliable, but it's also complete.
Pricing and Availability
The manufacturer's suggested price for Norton HelpDesk Assistant is
US$115.00/node for 100 nodes. The product will be available from Symantec and its reseller partners
beginning March 10, 1999.
Symantec is the world leader in utility software for business and personal computing.
Symantec products and solutions help make users productive and keep their computers
safe and reliable anywhere and anytime. Symantec offers a broad range of solutions
and is acclaimed as a leader in both customer satisfaction and product brand
recognition. Symantec is traded on Nasdaq under the symbol SYMC. More information
on the company and its products can be obtained at www.symantec.com.
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respective holders. All prices noted are in US dollars and are valid only in the United States.