Cloud remote support service that you can trust: ISL Online availability

Over 200,000 businesses ran over 10 million troubleshooting sessions in 2014. While it gives us enormous pride of the number of people who rely on us every day, we recognise the huge responsibility to meet and exceed customers’ rising expectations. That’s why we have invested a lot of money and effort to provide a trustworthy and reliable remote access service. The 2014 availability fits with the ISL Online SLA 99.95 percent uptime, but most importantly it convinces users of the service quality.

ISL Online availability 2010 – 2014
The ISL Online availability over the past five years has been impressive, also when compared to the big players like Amazon at 2.43 hours of downtime in 2014, Google at 4.43 hours, and Microsoft at 39.63 downtime hours (read Cloud Outage Audit for 2014). Our operations team did a stellar job of keeping it at 99.95 and higher, whereas the number of hours when the service was down even dropped below half of an hour between 2011 and 2013. Overall, ISL Online service availability is doing great and has been getting even better over the years.

Cloud remote support service that you can trust: ISL Online availability

In all of 2010, ISL Online cloud experienced only 2.92 hours downtime, giving it a very good 99.9667 uptime percentage. Over the next three years, from 2011 to 2013, ISL Online maintained an outstanding 0.438 hours of downtime and almost approached what some consider the Holy Grail of availability: five nines, well, ISL Online achieved amazing four nines with the 99.995% uptime.

In 2014, ISL Online recorded 4.38 hours of downtime across 3 outages, meaning it was up and running 99.95% of the time. Full 4 hours were due to a security certificate expiry incident, while the rest of the downtime, 22 minutes, resulted as a partial website failure, which substantially slowed down the remote access connections.

Downtime in 2014
The main reason for downtime last year – the security certificate, built in the ISL Light remote desktop application as a guarantee of authenticity of transmission through the AES 256-Bit End-to-End Encryption tunnel, didn’t pose, however, any threats of data exposure or security compromise, but was simply set to expire on March 1, 2014. That in turn started blocking the use of the remote desktop service as soon as the clock turned midnight. Four hours later SaaS users got an update automatically since it was deployed to the ISL Online cloud, while the self-hosted users (Server License) needed to upgrade manually, but got it completely free of charge. De facto, only a handful of SaaS users ever noticed the downtime as it happened outside normal business hours for Europe and the USA.

The certificate failure aside, ISL Online users enjoyed a stable remote desktop service all year round, experiencing only two other partial short-term website failures. These altogether contributed to a little over 20 minutes of a more troublesome access to the service, but did not result in a complete breakdown. Consequently, the tech supporters who wanted to start the service through their web account, and the clients who wanted to enter a remote support session through the web, experienced really sluggish connectivity and service as opposed to the otherwise high speed connections and seamless desktop sharing. All the same, ISL Online service availability would have achieved an amazing 99.996 percentage in 2014 if it hadn’t been for the certificate issue.

All in all, we are doing our best and try to do even better year after year after year. Stay tuned for how ISL Online is doing this year for I have a great feeling we are beating the uptime record.

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Security update in response to the OpenSSL patch

The new security release, ISL Conference Proxy 4.1.1, fixes eight reported security glitches in OpenSSL.Within a year, we’ve witnessed three massive security vulnerabilities. From Heartbleed, the Bash bug, to the Poodle attack; luckily, none of these has caused any problems to ISL Online remote desktop users. Today, a new security release, ISL Conference Proxy 4.1.1, fixes eight reported security glitches in OpenSSL, most of which graded with low severity, plus some other minor issues. Server License users are welcome to upgrade.

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Tighter security in ISL Online convinces the leading vendor of secure connection technologies

Tweet this: @ISL_Online update tightens remote access security as it’s based on three external audits and penetration tests http://goo.gl/lKwHaa.

In the battle to keep your personal information private, it’s not just hackers, there is also insider misuse and human errors that harm systems and expose data. As remote access could lead to potential data breaches, ISL Online addresses remote desktop security extremely seriously. In 2014 alone, more than five updates were security-related, all aiming to minimise anything from technical risks to software misuse. The latest update tightens the remote access security even more since it’s based on the findings of three external audits and penetration tests.

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Happy New Year 2015!

Happy New Year 2015

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Merry Christmas and a Happy New Year 2015

Another year, another beginning. In 2015, we wish you:

Merry Christmas and a Happy New Year 2015

Your ISL Online team.

Enjoy the holidays and start swinging to the jolly jingles we’ve dared to name “ISL is coming to town”! :)

You better connect
You better assist
Better feel safe
I’m telling you why
ISL is coming to town
They’re making a list
And checking it twice;
They’re gonna find out
Who’s helpful or not
ISL is coming to town
They help you access PCs
They let you access mobiles
They let you chat with website fans
So be quick to troubleshoot!
You better connect!
You better direct
You better feel safe
I’m telling you why
ISL is coming to town
ISL is coming
ISL is coming
ISL is coming
ISL is coming to town

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Why is ISL Online excellent as a virtual classroom? By Barbara Reindorp

It is funny how things happen by chance.

Barbara is a British, CELTA qualified, English language teacher who uses ISL Online as a virtual classroom for her online courses.

Barbara is a British, CELTA qualified, English language teacher who uses ISL Online as a virtual classroom for her online courses.

There I was teaching English online through Skype which was restrictive and limited. Meanwhile, my husband was using ISL Online software for remote support, website chat and webinars. What was the chicken and egg in my case? How did it happen? One day I just used ISL Groop with my student instead of Skype. I had found it frustrating teaching her grammar on Skype so I thought about ISL Online. I suggested it to my student and she agreed to try it. We have both never looked back. She now prefers using ISL Online and so does her son for English lessons.

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Mac signature issues solved in the latest ISL Light update

ISL Light lets you control a remote Mac  or troubleshoot other remote computers and devices from your Mac.Mac users are welcome to download the latest remote desktop support applications ISL Light Desk and ISL Light Client, now trusted by Apple. Upgrading should return ISL Light’s performance on Macs back to normal.

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ISL Online is now a Microsoft Gold Partner

Remote desktop software to troubleshoot and resolve most issues on remote computers and mobile devices over the Internet Today, ISL Online, the leading enterprise clientless remote support software provider, was awarded a great achievement. ISL Online’s developing company, XLAB, has announced that it attained a Gold Application Development competency, thus becoming the Microsoft Gold Partner. This demonstrates a “best-in-class” ability to develop innovative applications for the Microsoft platform and distinguishing itself within the top 1% of Microsoft’s partner ecosystem.

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Security update for Server License: Poodle (SSL v.3) vulnerability

SSL 3.0 POODLE vulnerability Short after the Bash bug or Shellshock, which ISL Online was NOT affected by, another security vulnerability has been revealed. This time, a 15-years old flaw in SSL 3.0 or the so-called POODLE attack is a problem in the CBC encryption scheme as implemented in the SSL 3 protocol. SSL stands for “Secure Sockets Layer,” which encrypts data between a client and a server and secures most of the data sent over the Internet. As a quick response to the SSL 3.0 vulnerability, ISL Online deployed an automatic security update for all SaaS users, an update available for Server License users, and disabled SSLv3 on all web servers. If you have already switched to the latest update, you can feel safe from the POODLE attack.

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Get them when they least expect it: the best Halloween computer prank

...you can pull off ghost writing even if you’re not in the same room. How? Access their computer...

Who doesn’t love a good scare? Here is a funny prank to get you prepared for Halloween.

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How to connect to your Mac’s desktop easily

Whether you’re using another computer on the same local network, you’re halfway around the world connecting to your Mac desktop from a phone or a tablet, or running remote support business as usual, the newly upgraded ISL Online remote access solution will connect much faster, enhance the overall performance, enable remote reboot and reconnect and make a file transfer an easy job.

Get fast remote access for Mac

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The Bash bug: ISL Online not affected by the latest security flaw

After a careful audit of the ISL Online server application ISL Conference Proxy and web servers, we can confirm that ISL Online remote desktop, live chat, and web conferencing software are not vulnerable by the Bash bug.Just months after Heartbleed, which shook the Internet harder than anything before, new security vulnerability known as Bash or Shellshock is threatening to compromise online security once again. A careful audit of ISL Online confirms the remote desktop software is not affected by the Bash bug.

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Rubik’s cube challenge

We dare you: beat our new apprentice Joe at the Rubik’s cube. For the record, he can do a Rubik’s cube in 12 seconds (when he is at his best). Unfortunately, he’d eaten too many sweets, drunk too much cola, and was down to an abysmal 25 seconds! Still, a video worth your time and a challenge too intriguing to ignore.

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The biggest upgrade for ISL Online’s on-premises Server License since 2005

On-premises remote desktop software ISL Online Server Licensese

For those of you who prefer on-premises remote desktop support software, ISL Online has the biggest backend change ready for you after 2005. The newest server application, ISL Conference Proxy 4.0, will enhance your user experience to a corporate-wise level. We have added live monitoring, real-time and daily statistics, detailed reporting, compliance with corporate security devices such as F5, improved performance and much more enterprise-requested features.

How to upgrade your Server License with ISL Conference Proxy 4.0
Buy ESS (if it’s expired)

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How a small start can change your life: apprenticeship

The first task for apprentices is to master making the real English tea. Second week of training - how to change a light bulb.

The first and the most important task for apprentices is to master making the real English tea. Second week of training how to change a light bulb.

Back in 1982, I was leaving school and I had a passion for engineering but the engineering industry was suffering doom and gloom and going through a major recession with cutbacks, as our manufacturing tottered off abroad.

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Still looking for an alternative to pcAnywhere? This may help

Still looking for an alternative to pcAnywhere? ISL Online seems the fairest choice with its transparent and affordable pricing on the one hand and comprehensive remote support functionality on the other. Symantec’s announcement about the end-of-life of their long world’s best-selling remote access solution pcAnywhere left its users wondering about alternative solutions that will simply continue the good old remote support service and perhaps even add some bonus features, possibly at lower costs. We’ve made a side-by-side comparison between pcAnywhere and ISL Online that might help you with the decision.

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