Solutions for
Internal IT Help Desk
Overview

Mutek's Black Box Flight Recorder technology and products provide solutions that simplify, shorten and increase efficiency of the application support process by pinpointing the root cause of application failures. The Black Box Flight Recorders record failed scenarios of application activity from internally developed applications as well as third party applications, the recordings are played back on front-end consoles where the cause of the failures is pinpointed and analyzed. Mutek's products require no modifications to your software, have minimal impact on performance and are transparent to running programs.

With the information provided by the Black Boxes the help desk personnel and end users will spend significant less time talking to each other about the problem.
You will capture all the information necessary to diagnose client system problems, eliminate the guesswork and improve the effectiveness of Help Desk support personnel. The Black Box solution works for remote troubleshooting, by using it you can avoid costly visits to remote machines.
Workflows
1. You install applications (Black Boxes can be preinstalled too).
If there were installation errors you reinstall with an active recording Black Box Flight Recorder, view the recording on AppSight and pinpoint the exact problem in the installation. For example missing files, wrong DLL versions etc.
Fix the installations.
User calls for support start coming in.
Your support personnel send out a Black Box (if it's not there yet), instruct the user to activate it, run the problematic application and click a "Send" button that sends the recorded log to the support team.
The log is viewed on AppSight (system level console), AppSight will:
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Show a controllable movie of the users experience.
Detail all the actions done by the user and the application.
Pinpoint the root cause of the problem.
Enable step by step analysis of all the actions leading up to the problem.
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7. If not resolved the problem is escalated to level 2 support, by simply sending the Black Box log.
Level 2 support view and analyze the log until the problem is identified.
In most cases the problems will be resolved and there will be no need to contact the software vendor or development in case of an internally developed application.
Code level problems (Bugs) of internally developed applications can be resolved by using BugTrapper and its Black Box.
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Benefits
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Radically reduce time spent diagnosing, analyzing and solving software failures.
Pinpoint root cause of failure rather than provide workaround.
Create a complete electronic ticket for escalation within an organization.
Eliminate costly visits to remote desktops.
Support 3rd party and Internally developed applications.
No need for software preparations or changes.
Flexible deployment options.
Lower your support costs.
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