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.
Technicians cannot use ControlSuite to access workstations or laptops where nobody is already logged in; users must be present and logged into their systems in order for our technicians to work with you. We do this both for security reasons and to help make sure that client users verify that our techs have solved the user’s problem(s). 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.