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| Solutions
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Independent
Software Vendors (ISV)
Customer Support |
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| Overview |
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| Mutek's
Black Box Flight Recorder technology and products provide solutions
that pinpoint the root cause of software failures fast and with maximum
accuracy. By using this technology you can reduce phone conversations
with customers to a minimum and quickly provide solutions. You will
be able to analyze three distinct levels of operation from your customer's
computers: |
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User
level: mouse movement and clicks, keystrokes, screen operations,
and error messages.
System level: static and dynamically loaded DLLs, registry
access and operations, file operations, communication channels,
networks connections, processes, etc.
Code level: local and global variables, arguments, return
values, multi-threaded functions, and even line-by-line execution
of the application. |
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level will provide detail information usable by all levels of support,
from first tier to second and all the way to the development department. |
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| Mutek's
products require no modifications to your software, have minimal
impact on performance and are transparent to running programs. |
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| Workflow |
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You
deploy, send out or sell your applications (Black Boxes can
be included too).
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
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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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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.
If the problem is a system level problem it will be resolved
and there will be no need to involve the development department.
If the development department is needed they can use Mutek's
BugTrapper and its Black Box Flight Recorders to pinpoint the
root cause of the malfunctions in the application's code.
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Remote
Bug Trapping with Black Box Flight Recorders:
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Click
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detailed BugTrapper screen shot |
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Trace
instructions (TCI file) and a Black Box Flight Recorders are sent
to the customer, both are small enough to be transferred via e-mail
or they can be deploy with predefined sets of trace instructions
as part of the application distribution kit.
The user can activate the Black Box Flight Recorder (start the recording
process) and immediately after the bug occurred send the trace file
to the support team for analysis on BugTrapper.
BugTrapper
I-Net takes this process a stage further, allowing bugs to be trapped
remotely via the Internet. It connects the development or support
team directly to the application software through a TCP/IP connection,
allowing remote bug trapping whilst eliminating any involvement
from the end-user.
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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.
Eliminate costly visits to remote desktops.
No need for software preparations or changes.
Flexible deployment options. |
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For
product information click the icons: |
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Privacy
Policy |
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| Copyright
© 2001 Mutek Solutions Ltd. All Right Reserved |
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