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Etisalat offers eSupport for internet customers

New software launched by Etisalat will help customers troubleshoot connectivity issues

Etisalat has launched a new software called eSupport that is intended to solve basic connectivity problems for residential Al Shamil broadband users.

eSupport, which can be downloaded for free from www.etisalat.ae/esupport, can identify common connectivity problems and automatically resolve them. The program monitors and rectifies issues involving changed network settings, disabled network adapters, obsolete or fixed IP addresses, and even incorrect proxy settings or modem configurations.

If a problem cannot be rectified by eSupport, an appropriate solution will be suggested to the customer.

Users of eSupport will also receive automatic updates from Etisalat, including details of new services and alerts about any service interruptions.

"The introduction of the eSupport software will prove to be extremely beneficial to our residential Internet users with its ability to proactively detect problems in real time and automatically apply or suggest solutions thereby resolving customer problems more quickly." said Mohammed Al Fahim, VP, Customer Care Centre, Etisalat.

Another feature is that eSupport is designed to perform in the event of localized computer problems or loss of internet connectivity. The program will automatically scan hard drives and generate a support code, which the customer can use to aid faster technical support through Etisalat's Customer Care Center (101).

"We've given the matter a lot of thought and this is a proactive measure from Etisalat which will help our growing customer base to deal with minor service issues on an immediate basis." Mohammed Al Fahim added.