FastViewer
By Matrix42 GmbH
Typical implementation process for FastViewer, with each step briefly explained:
Needs Assessment: Evaluate your organization’s remote support requirements, device types, and preferred deployment (cloud, on-premises, or hybrid).
License Procurement: Purchase the required number of concurrent session licenses based on expected usage and number of agents.
Platform Selection: Decide whether to use FastViewer as a standalone desktop app, web-based browser app, or integrated within Matrix42 Enterprise Service Management.
Software Deployment: Install the FastViewer client on target devices (Windows, Mac, iOS, Android) or push it automatically to company devices via Matrix42 integration.
Configuration: Set up user profiles, access permissions, and security settings such as two-factor authentication and session logging.
Network & Access Setup: Configure unattended access, multi-session handling, and access profiles for IT staff and end users.
Integration (Optional): Integrate FastViewer with Matrix42 Service Desk or other ITSM/asset management tools for streamlined ticketing and device management.
Training: Provide brief training or share demo videos with IT staff and end users to ensure efficient use of remote support features.
Testing: Run test remote sessions to confirm connectivity, file transfer, multi-monitor support, and session reporting work as intended.
Go Live: Begin using FastViewer for live remote support, troubleshooting, and collaboration across your organization.
FastViewer can be customized to fit specific business needs, offering a high degree of flexibility and configuration options to support diverse IT environments and workflows. Here are several data points and examples that demonstrate its customization capabilities:
Deployment Flexibility: FastViewer can be used as a standalone desktop application, a web-based browser app, or fully integrated with Matrix42’s Enterprise Service Management suite. This allows organizations to choose the deployment model that best fits their infrastructure—cloud, on-premises, or hybrid.
Access Profile Customization: IT administrators can create multiple access profiles, defining different levels of access and permissions for various user groups, departments, or support scenarios. This ensures that only authorized personnel can access sensitive devices or data.
Unattended & Ad Hoc Access: FastViewer supports both unattended remote control (for servers or endpoints without user intervention) and ad hoc sessions (without prior installation), giving organizations flexibility in how they deliver support.
Scalable Licensing: Licenses are based on concurrent sessions, and each session can support up to 100 agents installed. This allows organizations to scale the solution to fit their support volume and workforce size, whether they need to manage a handful of devices or thousands.
Device & OS Support: The platform works across Windows, Mac, iOS, Android, and any HTML5 browser, making it easy to support a wide range of endpoints, including personal devices, company-issued hardware, and mobile devices.
Branding & Customization: FastViewer offers customization options for branding, allowing organizations to tailor the look and feel of the remote support interface to match their corporate identity.
Multi-Language Localization: The software is available in multiple languages (including English, German, French, Finnish, and more), supporting global teams and multinational organizations.
Session Management & Logging: Administrators can configure detailed session usage reporting, tamper-proof session logging, and audit trails to meet compliance or internal policy requirements.
Security & Authentication: FastViewer enables the setup of two-factor authentication, custom user rights management, and granular control over session permissions, thereby enhancing security in line with business policies.
Integration with ITSM/Asset Management: Through its integration with Matrix42’s broader IT management suite, FastViewer can be embedded into service desk workflows, asset management, and ticketing systems for end-to-end process customization.
Custom File Transfer Policies: Organizations can set limits and policies around file transfers (up to 2GB per file), ensuring compliance with data security standards.
No VPN Required: FastViewer can be configured for secure remote access without the need for VPN, simplifying remote support for distributed or remote-first teams.
FastViewer, developed by Matrix42, offers a suite of training and support resources tailored for new users to ensure effective onboarding and utilization of its remote support and collaboration tools. Here's an overview of the available training and support options:
1. Documentation and Manuals
FastViewer provides detailed user manuals and quick-start guides for various platforms, including Windows, macOS, iOS, and Android. These resources cover installation procedures, feature usage, and best practices.
2. Live and On-Demand Webinars
To facilitate interactive learning, FastViewer offers live online training sessions and webinars. These sessions are designed to help users understand the platform's functionalities and are also available on demand for flexible access.
3. Personalized Onboarding Assistance
For organizations seeking tailored training, FastViewer provides personalized onboarding assistance. This includes customized training sessions to address specific organizational needs and workflows.
1. 24/7 Customer Support
FastViewer offers round-the-clock customer support through multiple channels, including email, phone, and live chat, ensuring users receive timely assistance regardless of their time zone.
2. Knowledge Base and FAQs
An extensive knowledge base is available, featuring FAQs, troubleshooting guides, and best practice articles to help users resolve common issues independently.
3. Customer Portal
The FastViewer Customer Portal allows users to manage their software configurations, download the latest versions, access documentation, and customize settings to align with their organizational requirements.
FastViewer extends its support to mobile users through dedicated applications for Android and iOS devices. These apps enable users to participate in remote sessions, access support, and collaborate on the go.
Recognizing the diverse needs of its user base, FastViewer ensures that its training and support resources are accessible globally, catering to various languages and regional requirements.
FastViewer implements a suite of security measures to safeguard user data and ensure secure remote access. Here's an overview of the key security features:
End-to-End Encryption: All data transmissions are protected using dual 256-bit AES encryption, ensuring that data remains confidential during sessions.
Secure Server Infrastructure: FastViewer's communication servers are located in high-security data centers worldwide. Users can choose server locations, including options exclusively within Germany, to comply with regional data protection regulations.
User Administration: Administrators can manage user access through manual setup or by importing existing users from Active Directory groups.
Role-Based Access Control: Assign specific access rights to users or groups, allowing granular control over who can access particular systems or data.
Application Whitelisting/Blacklisting: Control which applications can be accessed during a session by specifying allowed or blocked applications, enhancing data protection.
Two-Factor Authentication: Enhance security by requiring a second authentication factor, such as SMS verification, for accessing remote functions.
Session Recording: Sessions can be recorded in a tamper-proof format, providing an audit trail for compliance and review purposes.
FastViewer, now integrated into Matrix42's suite of digital workspace solutions, maintains a structured and proactive approach to software updates to ensure optimal performance, security, and user experience.
FastViewer follows a regular update cadence, typically releasing updates every quarter. These updates encompass:
Feature Enhancements: Introducing new functionalities and improving existing ones to meet evolving user needs.
Security Patches: Addressing identified vulnerabilities to maintain robust security standards.
Bug Fixes: Resolving known issues to enhance software stability and reliability.
This consistent update schedule ensures that users benefit from the latest advancements and maintain compliance with security best practices.
FastViewer employs a comprehensive update management process that includes:
Monitoring for Updates: The system regularly checks for available updates, ensuring timely awareness of new releases.
Testing: Before deployment, updates undergo rigorous testing to verify compatibility and effectiveness, minimizing potential disruptions.
Deployment: Updates are deployed in a controlled manner, often during scheduled maintenance windows to reduce impact on users.
Documentation: Detailed release notes accompany each update, providing transparency about changes and facilitating user adaptation.
This structured approach aligns with industry best practices for patch management, emphasizing security, functionality, and user communication.
FastViewer offers users flexibility in managing updates:
Update Frequency Settings: Users can configure how often the system checks for updates, with options ranging from daily to monthly intervals.
Manual or Automatic Updates: Depending on organizational policies, updates can be applied automatically or manually, allowing IT administrators to control the timing and scope of deployments.
These customizable settings enable organizations to align update processes with their specific operational requirements and risk management strategies.
Regular updates are integral to FastViewer's commitment to security and compliance:
Compliance Standards: By promptly addressing vulnerabilities, FastViewer helps organizations adhere to various regulatory requirements and industry standards.
FastViewer, now integrated into Matrix42's suite of digital workspace solutions, adheres to stringent data protection standards, particularly aligning with the General Data Protection Regulation (GDPR).
FastViewer emphasizes user control over data through several features:
On-Premises Deployment: Organizations have the option to host FastViewer on their own servers, ensuring complete control over data storage and access.
Customizable User Management: Administrators can manage user access and permissions, aligning with internal data governance policies.
These measures indicate a commitment to granting organizations autonomy over their data within the FastViewer environment.
Session Recording and Logging: The platform allows for tamper-proof session recordings and comprehensive logging, which can be stored and managed according to organizational needs.
FastViewer's commitment to data protection is further evidenced by its adherence to industry standards:
GDPR Compliance: The platform aligns with GDPR requirements, ensuring that personal data is processed lawfully and transparently.
FastViewer, now part of Matrix42's digital workspace solutions, offers flexible licensing options designed to accommodate the evolving needs of organizations. Here's an overview of how you can scale your FastViewer usage up or down:
FastViewer provides several licensing models to facilitate growth:
Concurrent Session Licensing: Licenses are based on concurrent sessions, allowing multiple users to share licenses as long as the number of simultaneous sessions doesn't exceed the licensed amount. For instance, a license might cost €348 per concurrent session per year .
License Expansion: You can add more concurrent session licenses as your organization grows. During special promotions, FastViewer has offered to double license scopes temporarily, with options to purchase additional licenses at discounted rates if continued use is desired .
Customizable Plans: FastViewer offers various plans (Professional, Business, Enterprise) tailored to different organizational sizes and needs, allowing you to select features and capacities that match your growth .
If your organization's needs decrease, FastViewer's licensing terms provide options:
License Reduction: You can reduce the number of concurrent session licenses. It's important to note that changes may be subject to the terms of your current contract, and it's advisable to review these terms or consult with FastViewer support for specifics.
Contractual Considerations: For rental licenses, FastViewer typically offers 24-month agreements with automatic renewals unless canceled at least three months before the end of the term .
FastViewer licensing options include:
Purchase License: A perpetual license requiring a mandatory maintenance contract, which includes updates and
supports.
Rental License: A time-bound license (e.g., 24 months) with included maintenance and support services.
Prepaid Hours: A flexible option where you purchase a set number of usage hours, suitable for organizations with intermittent needs.
Each model offers different advantages, and the choice depends on your organization's specific requirements and usage patterns.
FastViewer, now part of Matrix42, offers various licensing models, each with specific terms for contract renewal and cancellation. Here's a detailed overview:
Nature: A one-time purchase granting indefinite usage rights.
Maintenance Contract: A mandatory maintenance agreement is required, costing 15% of the net list price. This contract includes:
Access to all updates and upgrades during the contract period.
A standard duration of 12 months.
An option for a 10% discount if a 36-month maintenance contract is chosen.
Renewal: The maintenance contract must be renewed to continue receiving updates and support.
Cancellation: Specific cancellation terms for the maintenance contract aren't detailed; it's advisable to contact FastViewer directly for precise information.
Duration: A fixed 24-month rental agreement.
Renewal: Automatically extends for another 24 months unless canceled.
Cancellation Policy:
Notice Period: Cancellation must be submitted at least 3 months before the contract's end date.
Method: Cancellation requests should be sent via email, fax, or letter to ADDITIVE, including the invoice number.
Maintenance: Maintenance services are included in the rental fee.
Structure: Purchase a set number of usage hours.
Usage: If the allotted time expires during a session, the session continues, and the excess time is billed afterward.
Renewal: Users can extend their hour packages through the customer portal, with billing based on current list prices.
Cancellation: As these are prepaid packages, cancellation isn't typically applicable; however, users can choose not to renew after the hours are consumed.
Applicability: Mandatory for purchase licenses; included with rental and prepaid hour licenses.
Duration: Standard 12-month term.
Benefits:
Access to all software updates and upgrades during the contract period.
Eligibility for a 10% discount when opting for a 36-month contract.
Renewal: Requires active renewal to maintain access to updates and support.
Automatic Renewals: Rental licenses renew automatically unless canceled with the specified notice period.
Notification: Timely communication is crucial to avoid unintended renewals, especially for rental agreements.
FastViewer, now part of Matrix42, emphasizes robust security and data protection measures to comply with various standards and regulations. Here's an overview of their compliance and security features:
End-to-End Encryption: FastViewer employs 256-bit AES end-to-end encryption for all data transmissions, ensuring that communications remain confidential and secure throughout the session.
Secure Data Centers: Users have the option to select communication servers located worldwide, across Europe, or exclusively in Germany. These servers are housed in high-security data centers, providing flexibility to meet various data sovereignty requirements.
Two-Factor Authentication (2FA): For enhanced security, FastViewer offers two-way SMS authentication, adding an additional layer of protection for remote access sessions.
Session Recording and Logging: The platform allows for tamper-proof session recordings and maintains comprehensive connection logs, aiding in compliance and audit readiness.
Certified Data Privacy: FastViewer's data privacy and functionality have been certified by various independent testing bodies, underscoring their commitment to maintaining high standards of data protection.
Regular Independent Testing: The solutions are subjected to regular testing by independent test centers to ensure ongoing compliance with security standards.
User Administration: Administrators can manage user access through detailed role and group assignments, allowing for granular control over permissions. Integration with Active Directory facilitates streamlined user management.
Application Control: FastViewer provides features to approve or block specific applications during sessions, enabling users to control what is shared and viewed.
