Two Waves of Support: Balancing Security & Mobility

Nathan McNeill, VP of Product Management:
We also include transfer and share which allow you to transfer a session up to a different tier or a different support rep or even share a session so you have two support reps viewing and collaborating over a single issue. We have multi session handling through a tabbed interface. You know, a lot of the problems you encounter are going to involve some wait time for installing the application, or rebooting the system, or whatever it may be. And so, what the tabbed interface does is allows you to have multiple sessions open so that you can have one installing a program and be actively working on another so you're not wasting time.

And, our canned messages feature is something that allows you to pre-build responses to common questions so you're not constantly typing out the same thing. And, what this all equals is effective support for the mobile users no matter where they are, no matter what they're connecting in on, no matter what connection they might have.

And then, I wanted to walk through as well how we address the security concerns for the support professional. So, within the support process, that's how you deal with the mobile user, how you support the mobile user. Well, how do you address the security concerns we've just brought up? And first, I want to deal with kind of the technical reasons or technical means with which we do that. We have 256-bit AS/SSL encryption along the entire data stream from customer to rep. We have SSL secured web interfaces. We have - the appliance itself has been pre hardened and with all these things - you don't have to take our word for it. We had the entire solutions, Bomgar Box™, hardware and software combined, audited by Symantec Corporation and it's kind of like a white hat hacking job where they will examine the source code. It's source code enabled so they can walk through the code itself and then look for potential vulnerabilities and then test those vulnerabilities in the real world to see if they can get through.