Remote Support Permissions That Change Dynamically Based on the Scenario

Remote Support Session Policies
Use session policies to define permissions for each customer

With most remote support software, every session is the same. Either you can control the remote computer, or you can’t. BeyondTrust, on the other hand, gives administrators more than 50 permissions to define how reps, customers and remote systems interact at a very granular level.

BeyondTrust's support session policies are dynamic, rather than rigid, bringing additional flexibility to already-powerful security measures. Admins can customize support session permissions to fit a variety of support scenarios.

Support session policies let you change the permissions allowed in a remote support session based on the support portal the customer came through or even the specific endpoint being supported.

Use Support Portals to Define Support Session Policies

Customize Support Portals for Each Supported Brand or Customer
Customize Support Portals for Each Supported Brand or Customer

Your support organization serves a variety of customers and business units, each with its own requirements around remote support

Some customers want you to resolve their issues as quickly as possible. They may want you to start support sessions with full remote control enabled.

Other customers are more concerned about security and defined procedure. They may prefer you start support sessions in view only mode and prompt for permission before taking any action on their systems.

BeyondTrust Support Session Policies let you accomodate the needs of both groups by defining portal-specific permissions for each client.

Use Endpoints to Define Support Session Policies

Set Policies on Endpoints
Use Jump Client Properties to Set Policies on Endpoints

BeyondTrust Jump Clients give you remote access to computers and servers.

When you use Jump Clients to access servers and backend systems, you want to launch right into remote control. No one is present on the other end of a server for you to interrupt. But when you access remote desktops, you may want to display a prompt in case an end-user is present.

That’s why BeyondTrust’s Support Session Policies let you define how a session begins based on the endpoint being supported.

With policies at the Jump Client level, you can choose to display a prompt if the remote desktop is one at which an end-user may be present. If the endpoint is a server, you can set the session policy up with no prompt.

Learn more about using Jump Clients for remote access.

Define Support Session Policies for Representatives

You can also assign session policies to support representatives. Representative policies can impact attended sessions, where an end-user is expected to be on the remote desktop, or unattended sessions, which usually involve servers, point-of-sale systems, kiosks or un-manned remote desktops.

You can define policies for attended and unattended sessions separately. Attended session policies apply to ad-hoc screen sharing sessions and sessions started via BeyondTrust Button. Unattended session policies apply to sessions started through a Jump Client, Jumpoint, or local Jump.

Define Remote Support Session Policies for User Accounts

Public Portal Authentication

Add an extra layer of security by requiring authentication for users accessing the Public Portal online. By using SAML, (Security Assertion Markup Language) an open standard for exchanging authentication and authorization data between parties, your service desk representatives are able to gather information about users requesting support, such as their name, login name, and a recognizable email before starting a session. This not only eliminates the inconvenience of the user having to provide these details when the session starts, but it also gives your service desk representative confidence in the identity of the person for whom they are providing support. This is an optional feature to ensure our customers are providing the most the secure remote support possible. By validating authentication, users and admins will be able to gather additional data to satisfy internal and external compliance requirements.

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