| Identification & Authentication |
Multiple password layers |
Prevents unauthorized users from accessing the software |
| Optional complex password requirement |
Requires users to create a password with three of the four character classes |
| Failed password lockout |
Prevents users from logging in after password attempts have failed a set number of times |
| Password expiration |
Requires reps to change passwords after a set length of time |
| Session keys |
Randomly generates session keys to prevent unknown customers from connecting to the support rep |
| Multi-factor authentication |
Authenticate users with multiple security providers, including LDAP and RSA |
| Limiting Access | Permission-based access |
Prevents users from accessing a remote PC without the remote client's permission |
| Level of access determined by administrator |
Enables an administrator to determine features and level of control allowed to individual reps or support rep groups |
| Application sharing |
Customers can grant access to their entire computers or limit access to selected programs |
| Complete customer client uninstall from the remote computer |
Uninstalls the small download on the remote PC to ensure that users cannot access the remote computer after termination of a session unless the customer reinitiates the session |
| Manual Session Termination | Customer can terminate session at any time |
Enables the customer to end the session whenever needed in order to prevent the rep from viewing classified information |
| Idle session time-out |
Logs idle reps out of the rep console after a set length of time |
| Audit Controls | Downloadable reports |
View reports on all session data, including command prompt recordings, complete chat transcripts, files transferred, and permissions granted |
| Session recordings |
Keep FLV recordings of support sessions for detailed auditing |
| Logging and reporting API/BMC Remedy Integration |
Automatically upload session activity reports, session recordings, and remote command prompts into external applications and databases, such as BMC Remedy, for easy retrieval and auditing |
| Syslog server configuration |
Configure your PC to receive real-time data on appliance configuration changes |
| Secure Data Transfer | 256-bit AES encryption of all session traffic and login pages |
Encrypts datastream end to end to protect all data from outside attack |
| No firewall configuration or extra ports opened |
Works transparently through corporate firewalls on both rep and customer systems |
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