March 8, 1999

MetaQuest announces Next-Generation Self-Repair technology for Automated Technical Support Triage Pro enables software publishers to bundle Self-Repair intelligence with their applications Toolset generates application-specific diagnostic tool to automate technical support Client application supporting Self-Repair is distributed SIIA Spring Symposium, Los Angeles, CA, MARCH 8, 1999 -- MetaQuest Software Inc. today demonstrated the Beta 1 release of Triage Pro - a next generation technical support tool that includes self-repair technology. Designed for software publishers, the Triage Pro toolset enables developers to bundle a customized diagnostic and self-repair tool with their software products. Triage automatically collects the configuration information vendors need to accurately diagnose technical support problems, without involving the customer in a lengthy data collection process. Triage Pro’s self-repair technology extends this ability so that software applications can not only detect but automatically repair a variety of technical problems when they occur - avoiding the need for a technician’s involvement. Triage Pro runs on Windows 95, 98 and NT. It can be purchased stand alone for use with single applications, or licensed on an OEM basis for integration with Help Desk, Call Management, Asset Management or System and Network Administration systems. General availability is planned for Q2, 1999. Contact MetaQuest directly for more information. "To reduce total cost of PC ownership, software vendors are expected to produce still more robust applications that perform reliably in any environment setting," said Ralph Akhras, president of MetaQuest. "But getting your application to install and run smoothly is only half the battle. Keeping it running within the end user’s constantly changing environment is another. For example, months down the line, the installation of another application can overwrite a common DLL – causing your software to crash and your support team to spend hours diagnosing the problem." "If software vendors are to stay profitable," he continued, "they must look to mechanisms that enable applications to repair themselves when such unforeseen problems occur, in order to keep technical support costs down. Triage Pro provides this functionality. It enables developers to ship ‘smart’ applications that can not only detect but also repair a wide range of problems that arise due to software conflicts or configuration changes. Whether used stand alone or integrated as the diagnostic/repair component in larger systems, Triage Pro offers an affordable, best-of-breed solution for saving time and money on the technical support front." Types of Problems Fixed: Triage Pro can detect and automatically repair a variety of configuration problems. Once problems are identified, Triage Pro enables users to repair all problems found, or to select specific items to address at one time. An Undo feature provides added security, enabling users to backtrack on actions taken. Problems that Triage Pro can automatically repair include: Shortcuts: delete or fix broken ones File conflicts: locate and copy missing or incorrect files (DLL, EXE, INI, etc.). Files can be copied from elsewhere on the disk, the application’s CD or even downloaded from the vendor’s Web site. ActiveX controls: register/unregister an OCX Environment variables: add and set variables Registry: add, delete or fix keys Specific conditions: a customized instructional message can be displayed. For example, Triage Pro may instruct the user how to manually fix the problem. Detailed Information - How Triage Pro Works: The Triage Pro toolset includes three components: a wizard, a client application and an analyzer. Each serves a specific purpose in streamlining the problem diagnosis and repair process. Triage Wizard enables vendors to build (without any programming) a profile for their particular application quickly and easily. This profile specifies the data vendors need to collect about a customer's machine configuration in order to accurately diagnose a problem. Typical specifications might include operating system, hardware configuration, environment variable settings, registry entries, and the system and application files required. Vendors then specify the parameters to invoke self-repair actions. This is done by specifying a condition (such as the required DLL, the existence of a Registry Key, etc.) and what action to take if the condition is not met. The vendor decides which problems should be fixed using the self-repair feature. The “application profile” is generated and bundled with Triage Client, and distributed to the customer on the application’s CD or via the vendor’s Web site. Triage Client is used in two ways: 1) When problems with an application occur, customers run the client to automatically perform an audit of their machine configuration. Triage Client takes a “snapshot” of the customer’s PC system, which collects only the information requested in the vendor’s application profile. The client then automatically attempts to repair the problems found, guiding the user through the appropriate actions to be taken. If Triage Pro cannot successfully repair the problems found, an audit report is automatically returned to the vendor via e-mail for further analysis in Triage Analyzer. From the vendor’s Web site, customers need only click a single button to initiate a download of the self-extracting client package, which then automatically performs the audit. If the client is accessed from the vendor’s distribution CD, customers are prompted to e-mail the audit report to the vendor for analysis. This is the extent of the customer interaction required to facilitate the data collection and repair process. 2) Vendors use Triage Client to prepare reference reports for all the configurations that their application supports, i.e., US English Windows 95, French Windows NT, etc. These reference reports represent working configurations that can later be used by the analyzer. Reference reports can be created in advance, or on the fly when needed to solve a problem. Triage Analyzer enables vendors to pinpoint problems quickly and easily. The analyzer works by comparing a customer's audit report (problem configuration) with the appropriate reference report (working configuration). The analyzer scans the report data, and displays any discrepancies found in a familiar, graphical-type browser. Problem areas are highlighted, and may typically include items like the wrong version of a shared DLL, a missing registry key, etc. The audit report also includes a log of any self-repair actions the user may have attempted. With problems quickly identified, vendors can then move on to determine the best course of action to fix them. For more information, visit the MetaQuest Web site at http://www.metaquest.com, or call 514-341-9113. Motherhood MetaQuest Software Inc. develops and markets solutions for software development and technical support. The Company’s products are targeted at software organizations that require the flexibility to customize tools to meet their unique development needs. Products include Census, a defect tracking system for the Microsoft Windows environment, and Triage - an innovative solution to reduce the prohibitive costs associated with technical support. MetaQuest is located at 416 de Maisonneuve West, Suite 401, Montreal, Quebec, Canada. H3A 1L2 Telephone: 514-341-9113 Fax: 514-341-4757. MetaQuest, Census, and Triage are trademarks of MetaQuest Software, Inc. Microsoft, Windows, Windows NT and Access are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries. All other company or product names mentioned are the trade or service marks of their respective owners. For More Information Contact: MetaQuest Software Inc. 416 de Maisonneuve West, Suite 401, Montreal, Quebec H3A 1L2 Tel: 514-341-9113 FAX: 514-341-4757 Internet: info@metaquest.com

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Last modified: November, 1999