Pneuma Solutions

Accessible Cloud Technologies

Home > Pneuma Solutions Blog > Remote Incident Manager (RIM)

Remote Incident Manager (RIM)

A Universal Remote for All Your Tech Needs: A User Perspective on Remote Incident Manager

•

The Remote Incident Manager logo symbol has the letters RIM surrounded by four blue circles representing remote target machines. To the right of the logo symbol are the words Remote Incident Manager.

The unsung hero of my tech-support journey

When we launched the RIM It to Win It promotional contest, we were surprised, honored and humbled by the inflow of moving stories from our user community. One in particular stood out, as it speaks to companies who have yet to make the move just as much as it gives us an idea on how RIM has helped them. Here, without further ado, is this community’s very own Casey Matthews.

As a technical support specialist operating in both Windows and Mac environments, I’m no stranger to the jigsaw puzzle that is remote access software. Each piece flaunts its own quirks and idiosyncrasies, demanding its own time and space.

… Read the rest “A Universal Remote for All Your Tech Needs: A User Perspective on Remote Incident Manager”

Inclusive Design over Incidental Accessibility: Why Your Existing Remote Desktop Solution May Not Be Serving You as Well as You Think

•

The Remote Incident Manager logo symbol has the letters RIM surrounded by four blue circles representing remote target machines. To the right of the logo symbol are the words Remote Incident Manager.

Introduction

It is easy for a visually impaired support technician or recipient to determine that Remote Incident Manager clearly surpasses any industry-standard offering. We even have a Self Advocacy Kit written from the point of view of a visually impaired support person. But we’ve all done comparison shopping at one time or another for anything from home/office renovation to a new phone upgrade, and that involves none other than making your own point-by-point comparison of each item derived from various spec sheets, online reviews, etc. This can be quite difficult for anyone who has not had direct experience with the product being looked into.

… Read the rest “Inclusive Design over Incidental Accessibility: Why Your Existing Remote Desktop Solution May Not Be Serving You as Well as You Think”

RIM It to Win It!

•

The Remote Incident Manager logo symbol has the letters RIM surrounded by four blue circles representing remote target machines. To the right of the logo symbol are the words Remote Incident Manager.

An exciting opportunity for RIM users is here!

Last week, our Remote Incident Manager hit a major milestone: cross-platform support! It was an exciting day for Mac OS users and support specialists across the board. But just how excited are you all? We cannot wait to find out!

Spread the word. Enter to win!

We invite you to tell us all about your use of RIM and how it has changed the way you give or receive technical support. Submissions could include, but are certainly not limited to:

  • A review of RIM.
  • What RIM for Mac means to you.
  • An open-letter to a company that should be adopting RIM, particularly now that Mac support has been achieved.
… Read the rest “RIM It to Win It!”

Remote Incident Manager for macOS Officially Released!

•

Remote Incident Manager logo: the letters RIM surrounded by four blue circles representing remote target machines

An exciting day for Mac users!

Never before has there been a remote access screen reader module for macOS. Never before has there been an all-round, fully accessible remote support package for macOS. And never before, in the history of accessible remote support technology, has there been a complete package that is fully cross-platform…

Until now!

That’s right! Today, our critically acclaimed Remote Incident Manager makes its full public macOS debut!

Mac development for the RIM platform has been a smashing success, thanks in no small part to the incredibly useful feedback from both our private beta team as well as the public.

… Read the rest “Remote Incident Manager for macOS Officially Released!”

Celebrating Global Accessibility Awareness Day: Affordable, Cross-Platform Remote Assistance for Everyone

•

Global Accessibility Awareness Day (GAAD) logo superimposed over a stylized digital representation of the world.

In honor of Global Accessibility Awareness Day (GAAD), a day dedicated to promoting digital accessibility and inclusion for those with different disabilities, Pneuma Solutions is excited to introduce our latest offering – the Remote Incident Manager (RIM) Personal Community Support package. This new product aligns perfectly with our company’s commitment to create reasonably priced accessibility tools for our community and our ongoing dedication to GAAD’s mission.

The Remote Incident Manager logo has the letters RIM surrounded by four blue circles representing remote target machinesOur innovative RIM tool, renowned for delivering seamless, accessible multiplatform access, training, and technical support, is now broadening its reach.

… Read the rest “Celebrating Global Accessibility Awareness Day: Affordable, Cross-Platform Remote Assistance for Everyone”

New Ways to Pay as You Go with Remote Incident Manager

•

All the hours you need, when you need them

Remote Incident Manager logo: the letters RIM surrounded by four blue circles representing remote target machinesYou’ve probably been down this road at least once; you’re part of what you thought would be a quick remote support session , you’ve got just a few more things to do, and then the clock runs out on your free session. What to do?

Get some hours, that’s what!

If you use RIM to receive or provide support to friends and family , we now have more flexible options! We have now expanded our pay as you go solutions. Starting today, two  prepaid packages of hours are available to you whether you hold a personal subscription or not. You can purchase as many hours as you need, use an hour here and there, and keep the rest for when you need them.

… Read the rest “New Ways to Pay as You Go with Remote Incident Manager”

Remote Incident Manager Coming to the Mac Platform!

•

Remote Incident Manager logo: the letters RIM surrounded by four blue circles representing remote target machinesThere have been numerous iterations of accessible remote desktop infrastructure due to the incomplete and/or nonexistent accessibility of mainstream solutions. Never before has a solution been known to provide a level of accessibility that is equal across multiple platforms.

Until now!

Introducing Remote Incident Manager for Mac OS!

You heard right! Our critically acclaimed, first of its kind remote desktop infrastructure is officially joining its second platform! RIM for Mac OS is going to provide an identical feature set to the Windows build, including high quality audio and visual output, keyboard and mouse support, the extremely simple interface RIM has always been known for, and much more!

… Read the rest “Remote Incident Manager Coming to the Mac Platform!”

Remote Incident Manager vs the Other Players – Part 2: RIM vs. TeamViewer

•

Remote Incident Manager logo: the letters RIM surrounded by four blue circles representing remote target machines From the blind or visually impaired technician or end user’s point of view, the initial use of the newly released Remote Incident Manager tells them all they need to know; the delight at being able to provide remote support to a computer that lacks a screen reader is often hard to describe in words. If you’ve had impassible barriers to remote access in the past, you know exactly how it feels to smash those barriers. Liberating. We even saw how RIM compares to other assistive technology in the field. This time, RIM is being compared to a long-existing industry standard utilized by IT departments around the world: TeamViewer.

… Read the rest “Remote Incident Manager vs the Other Players – Part 2: RIM vs. TeamViewer”

Remote Incident Manager vs the Other Players – Part 1: RIM vs. JAWS Tandem and NVDA Remote

•

Remote Incident Manager’s grand entrance as the first fully accessible all-around remote support solution is a huge milestone on the continuing path towards a more inclusive IT work environment. Never before has it been possible to put an entire IT team on the same platform. In particular, RIM being fully separate from existing screen reader solutions removes several barriers for visually impaired support technicians and end users. Here to give us a complete comparison of RIM to existing screen-reader-bound solutions is none other than long-time well-respected support technician Casey Matthews.

… Read the rest “Remote Incident Manager vs the Other Players – Part 1: RIM vs. JAWS Tandem and NVDA Remote”

Guest Review of Remote Incident Manager (RIM) Version 3.0

•

Here is a review from Christopher Wright, a new user of just-launched RIM version 3.0. – Mike Calvo

Logo for Remote Incident Manager (RIM)

Introduction

Remote Incident Manager is a replacement remote control tool for other services such as TeamViewer. It also has the added benefit of being fully accessible to blind or low vision people, making it the ideal tool designed for everyone. With extremely low latency stereo audio, support for video output/mouse control, and most exciting of all, the ability to control any computer regardless of whether a screen reader is running or installed, this has the potential to open all kinds of opportunities previously unavailable to blind or low vision technicians.

… Read the rest “Guest Review of Remote Incident Manager (RIM) Version 3.0”

Remote Incident Manager (RIM)

•

Download RIM white paper as a PDF.

Executive Summary

The Remote Incident Manager (RIM) has provided secure, efficient, accessible, feature-rich remote desktop access, enabling field technical support providers to cut costs while improving quality of service since 2007. Now we bring the power of Pneuma Solutions accessible cloud platform to the RIM community. This is a detailed but not thorough explanation of RIM. Ask your Pneuma Solutions representative any questions addressing your specific use case not addressed here.

Introduction

The Power of Remote Desktop Access

Remote desktop access enables a user to take complete control of a distant computer over an organization’s network or the Internet, as if the user was sitting at that computer.

… Read the rest “Remote Incident Manager (RIM)”