Help us to Help You With Technical Support.

As a company we are now using a new method of providing Technical Support and training to customers.

We are now using the Remote Incident Manager application from Pneuma Solutions. This greatly assists us in providing excellent Technical Support together with making it far easier to diagnose and fix problems, particularly if JAWS is needing to be restarted multiple times which is often the case with complex installations and product activations.

What other advantages does the new solution have?

• we will not have to ask you to switch to the Eloquence speech synthesiser if you are using an alternative one. This is helpful so we can truly hear what you are experiencing with your preferred settings and speech rate.
• The sounds from Leasey, LeaseyGames, J-Say and other products will come across to our side. This includes Leasey Radio in stereo, sounds from Dragon NaturallySpeaking or anything similar.
• Activation issues can be more easily solved. If necessary for example, our product activation file can be copied straight across to your computer.
• A JAWS repair or new installation can be carried out remotely if necessary.
• JAWS can be restarted multiple times; ideal for testing products which have been newly installed. This saves an enormous amount of time.
• If JAWS is completely unusable for some reason, we can still rescue the situation. If necessary we will be able to remove any settings you may have and repair the screen-reader if that is appropriate. To repeat, this is despite JAWS not producing speech output.
• If we need to take a thorough detailed review of your JAWS settings files offline, so as to diagnose a specific problem you are having, we can with your permission and within a few seconds take a copy of them for examination.
• For people who are not especially proficient on the keyboard, there is no need to enter a complex meeting ID. A key word can be chosen which you can easily enter.
• A desktop shortcut is automatically created for the Remote Incident Manager application. This means that an easy to use Hot Key can be created to launch it, (again ideal for people who are less keyboard able), and it also means sighted assistants who are not proficient with using a computer can more readily assist as he or she can simply click it with the Mouse.
• If we are training you in the use of an application you do not have installed yet, we can allow you as a customer to see how it should function on one of our test machines. For example, if you were thinking about purchasing StationPlaylist Studio, we can give you a more realistic appreciation of what it would be like to use it.
• Usefully, Unattended Access gives us the ability to connect to your computer without you having to enter a key word. We have found this invaluable in situations where a person has no voice control of a computer and sighted assistance will not be available for several days. This happens more than you might think. We can connect to your computer and get you back up and running in a timely manner.

Notes about Unattended Access. First, you need to give permission for this to take place. Unattended Access can be set up during a remote session or we can provide you with a custom installer which will automatically configure it. This latter method is helpful since a sighted person for example can simply run the program if necessary which will quickly configure it. That person then does not need to be on hand when we need to get work done.

Second, and most important, your screen-reader will announce when we are connecting and disconnecting from the computer. You will be fully aware as and when a remote session is happening.

As you can see, there are many advantages to us and to you. We would like as many of our customers as possible to begin using Remote Incident Manager.

At the top of every page of our web site, you will now find a link to download Remote Incident Manager. Just activate the link and the software can be downloaded and installed. Alternatively if you are requesting support, we have a prepared Email containing instructions on how to download and install Remote Incident Manager.

Our Leasey and J-Say products now have Remote Incident Manager access built in. If RIM is not installed on the machine, when you execute the appropriate command it will be downloaded and installed automatically. If it is installed, the app is run, ready for you to enter a key word.

We look forward to working with you using the new technology.