We announced in our September newsletter how Suite 3 began leveraging a new remote access solution earlier this summer which allows us to provide remote assistance to clients through secure connection to servers and workstations. We made this change to greatly improve performance, security, and feature sets over legacy remote control software like RDP and VNC.
With our ControlSuite platform, remote support sessions are initiated through our ticketing system only by qualified Suite3 technicians. Techs cannot start support sessions by any other initiator, so we can ensure that all details about their session get logged directly to our system for reporting. No third-party access is given to this system in any respect.
When connecting to workstations, we require our technicians to wait for the user to consent to remote control before the tech is allowed to join a user’s session.
Suite3’s ControlSuite platform can join the Console session of any remote system with a ManageSuite remote monitoring and management agent installed, be it a server or workstation. If a user is already loggedinto the target workstation, the user will be notified with a message containing the tech’s usernamethat a remote support connection is being attempted, which the user can approve or deny –commonly referred to as “consent to control. Remote access to servers, however, is not subject to consent to control in order to facilitate after-hours support when a client might not be available for remote consent for system-down failures.
As a result, users must be available for a technician to work on their systems. User interaction for remote support is useful for many other reasons, such as confirming reported issues and testing performance after any changes may be made by the technician during the course of service. However, due to the consent requirement, any potential inconvenience is the price to pay for heightened security.