Security in BeyondTrust Remote Support Cloud

Public. For Information Purposes Only.

The purpose of this document is to help you, a technically-oriented professional, understand the security-related value BeyondTrust Remote Support brings to your organization. Remote Support helps your support organization stay secure and compliant, while improving the efficiency and success of your organization with a better end-user support experience.

Get to Know BeyondTrust Remote Support: An Overview

BeyondTrust connects and protects people and technology with leading secure access solutions that strengthen security while increasing productivity. Remote Support Cloud gives support technicians secure remote control of computers over the internet. This specialized software provides exceptional performance, reliability, ease of use, and scalability through a solution that is optimized for remote support. With Remote Support, a support technician can see the supported screen and control the supported system remotely, as if physically present.

Using multiple features designed to ensure the security of remote support sessions, Remote Support integrates with external user directories, such as LDAP, for secure user management, and supports extensive auditing and recording of support sessions. Logging is performed on the Remote Support Cloud instance, which allows for the review of all customer and support representative interactions, including video playback of all desktop screen interactions. Remote Support also integrates with leading systems management and identity management solutions and includes an API for deeper integration. With Remote Support, support managers can create support teams, customize queues, and report on all support activity.

Remote Support enables remote access to multiple operating systems, including Windows, Mac, various Linux distributions, and mobile operating systems. Remote Support also enables remote control of various kinds of systems, including laptops, desktops, servers, kiosks, point-of-sale systems, smartphones, and network devices.

Remote Support allows support organizations to avoid less effective means of support by driving requests through custom support portals. Remote Support can match support requests with the appropriate technician or team. Remote Support then mediates connections between customers and support representatives, allowing chat sessions, file uploads and downloads, remote control of desktops, screen-sharing in either direction, running of presentations, and access to system information and diagnostics.