Detailed reports of support activity are helpful when you’re analyzing support activity in aggregate, but sometimes you need to analyze what happened in a particular support session. BeyondTrust’s session recording feature lets you:
Once you enable session recording in BeyondTrust, you can see videos of support sessions annotated with details from the support session - including who is controlling the mouse and keyboard at any given time during the support session. You can fast forward or jump to points in the recorded videos.
All recordings are stored for 90 days on the BeyondTrust appliance and can be viewed in the administrative interface. In addition, you can export .M4V files and store the support session videos in external databases.
With BeyondTrust, you can create multiple support portals for the various customer groups or products you support. Since not every customer has the same needs when it comes to session recordings, you can set both default and portal-specific options for session recordings. You can also display a prompt to customers that lets them allow or refuse session recordings.
While session recording videos may serve to augment your support organization's audit evidence, there are some additional uses for these videos: