| Feature | Feature Description |
| Digital Lifeline is an integrated application that is available on the customer's desktop... | Customers who purchase a computer from one of our partner OEM's (Original Equipment Manufacturers) receive Digital Lifeline pre-installed and have access to its support features right out of the box by simply clicking on the desktop icon. |
| Self Service with the option of step-by-step or automated problem resolution... | Digital Lifeline's Self Service feature provides customers with the tools to easily identify and correct many common problems without utilizing costly technical assistance. Most Self Service solutions also include an automated feature allowing the customer to choose "one click" problem resolution. |
| Digital LifeLine's "intelligent" service model gathers system data for diagnostic purposes... | Digital Lifeline is always ready if problems should arise. Digital Lifeline's "intelligent" service model gathers a sampling of system data (known as telemetry) and retains it in the event that a customer chooses to request Assisted Service. This snapshot of system settings and information is then sent to the Digital Lifeline Support Analyst where it can be evaluated and used when formulating a solution. |
| Around-the-clock access to Self Service diagnostics and solutions regardless of Internet connection... | Customers have access to Digital Lifeline's support and diagnostic features 24 hours a day, 7 days a week, regardless of Internet connection. When on-line, customers will have peace-of-mind knowing that a Digital Lifeline analyst is always "a click away". |
| Assisted Service feature allows a customer to work directly with a Digital Lifeline Support Analyst through web-based chat... | Digital Lifeline's Assisted Service feature expands the customer's technical support options while keeping service costs to a minimum. Customers who are unable to resolve their problem using Self Service or do not feel comfortable with computer diagnostics have the added benefit of a Support Technician's skills through web-based chat. |
| Remote Desktop Access (requires customer approval) allows Support Analysts to directly access a customer's computer for faster problem resolution... | Using the Remote Desktop Access feature, Analysts at Digital Lifeline's response centers can login to a secure support node and remotely access a customer's computer (must be approved by the customer prior to each incident). This allows them to quickly access system, hardware and registry settings, for faster hardware and software problem resolution. |
| Security Architecture and Design... | The designers of Digital Lifeline understand a customer's concerns regarding security. Digital Lifeline is safeguarded by the incorporation of a number of leading security technologies and standards — encryption, authentication, and industry standard security protocols and the best practices. |
