Symantec Security Assessment: SupportDesk™ 9 Product Penetration

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Application Environment Overview

The NetworkStreaming application environment is a multi-tier hardware and software environment consisting of the following different components:

• The SupportDesk™ appliance: The SupportDesk™ appliance is a dedicated hardware device that supports NetworkStreaming's application server components and administrative interfaces and acts as a centralized routing interface for all application communications. The focus of Symantec's assessment was the SupportDesk™ application; however, the PresentationDesk™ and AccessDesk™ applications make use of the same underlying architecture and can also reside on the SupportDesk™ appliance.
• SupportDesk™ Application Server: The SupportDesk™ application server component resides on the SupportDesk™ appliance and provides the main business logic for the SupportDesk™ application, including user management and authentication, management and allocation of support sessions, and configuration of the overall application environment.
• SupportDesk™ Representative Client: The SupportDesk™ Representative Client is used by SupportDesk™ representatives to remotely access customer workstations and perform chat, file transfer, and remote management operations.
• SupportDesk™ Customer Client: The customer client is a small executable that is installed only for the duration of a support session and enables the support representative to gain remote access to the customer's workstation. Upon termination of the session, the program automatically uninstalls.

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