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Best Secure Remote Service solution

By NetMom ·
I work for a major corp. that provides remote dial in technical support to our customers. Customers are now refusing to provide direct modem connections. We are faced with VPN and a host of remote solutions. I am tasked with assisting in finding thebest/most acceptable solution. Think remote access service provider, security,widely accepted, world wide access, and what it takes to implement. Solaris and NT systems. Can you help?

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Best Secure Remote Service solution

by Ben Low In reply to Best Secure Remote Servic ...

There is no single answer for your solution. The first question, would you be setting up your own VPN network to support your customers, or are you going to ride on the customer's infrastructure to enable the remote technical support?

The secondquestion is what kind of support would you be given to your customers, be it servers, desktop or total network infrastructure?

Each deployment will take different design and cost of implementation. I wish to earn your 1500 pts but without much information, it is hard to say which is the best solution for your kind of organization.

The simple layman deployment would be everything Cisco-based but would any of your customer welcome this solution?

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Best Secure Remote Service solution

by NetMom In reply to Best Secure Remote Servic ...

The delima is all customers will not want to use our solution. They will have implemented something of their own unless we have the perfect solution. You mention Cisco -everything, what exactly are you suggesting? I need the actual solution.

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Best Secure Remote Service solution

by Some Guy in Seattle In reply to Best Secure Remote Servic ...

As mentioned above, this is really a wide-reaching question. However, I have a few suggestions as to what to look for.

- You don't mention what kind or if you have a firewall. If you have one in place that offers VPNs (most enterprise-level ones do) you may want to investigate that first because of the cost issues. If not, and this is a first-time install...

- Hardware VPNs beat software VPNs hands-down for performance and security. Cisco make nice stuff but it is slow and expensive, and may be more power than you need for this scenario. I have had good results with NetScreen (no I don't work for them). They are reasonably-priced, hardware-based, and can provide SOHO boxes for site-to-site VPNs if you need access to your customer site networks as opposed to just one machine. They also have a remote client for single-machine VPN. For the cost issues and learning curve, they have been the easiest to implement.

Hope that helps,

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Best Secure Remote Service solution

by NetMom In reply to Best Secure Remote Servic ...

Can you give me specifics of what you are suggesting? I am looking for a solution that we can present that will be a no-brainer for the customer to allow us to provide the remote access solution. I am trying to avoid the situation of each customer providing what ever they think is best. I know there are a lot of options, I am in search of the best, most acceptable.

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Best Secure Remote Service solution

by McKayTech In reply to Best Secure Remote Servic ...

I don't want to dampen your enthusiasm for this project, but I have a similar project going and I have not found a single solution or system that has anything like wide acceptance among the customer base.

Ironically, some of the customers with this project actually demand some sort of dialup solution as opposed to the VPN solution I would rather employ. Go figure...

Also quite often there is a high level of internal conflict between the customer's applications folks and their network folks. On the application side, they clearly see the benefits of vendor access to the equipment but on the network side, they only see the risk of access to the network and don't wish to trust anyone. Usually, you just have to stay out of the fray until a winner emerges with a list of the non-negotiables and then see what you can do to work within that list.

With that cheery preface, it sounds like the only solution that is going to make your short list is an outsourced VPN service from the likes of IBM Global, MCI or one of the other network providers that have global operations. Since you didn't mention cost, that may be exactly the type of arrangement you're looking for and I hope someone else on the forum can offer some specifics on how that goes. I know the services exist but I don't have any personal experience with them to share.

paul

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Best Secure Remote Service solution

by NetMom In reply to Best Secure Remote Servic ...

Thanks Paul, I can see you understand my situation clearly, and you seem to understand exactly what I am looking for. However, you did not offer a specific solution. I will keep listening, maybe someone out there has had to implement something similar. Thanks

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Best Secure Remote Service solution

by Ben Low In reply to Best Secure Remote Servic ...

As all members agreed that your question is too broad. From my personal opinion, it has to be piece meal approach. For supporting mobile user, you can use some part of offerings from Synchrologic (http://www.synchrologic.com). It will be a bettersolution for mobile user.
You may want to investigate ONE NET solution from Novell (http://www.novell.com) too. They may answer your question partly for your implementation on NT or Solaris besides NetWare.

It is really important which area of technical support you are providing to your customer. Do you provide the support for entire network infrastructure, Network OS, Desktops or applications such as E-mail, Office, and ERP? If you could provide more information than you mentioned on this page, we are able to provide more accurate information.

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Best Secure Remote Service solution

by NetMom In reply to Best Secure Remote Servic ...

Poster rated this answer

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Best Secure Remote Service solution

by estebandelatorre In reply to Best Secure Remote Servic ...

Build a box with a VPN or modem solution to your site. You can provide the box itself or let you configure at least one client machine in order to get it up. Up to here is a matter of cost, if your client needs your
service, they will have to pay or you should build a fully prepared calling support center.
In order to get remote access to client machines consider using the client of trackit 4.0 (www.trackit.com) It allows you to take remote control under any protocol fully automatic, all youhave to do at the client, is double clicking a .exe file from a share location.

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Best Secure Remote Service solution

by NetMom In reply to Best Secure Remote Servic ...

Thank you for the response, however this is not quite what I was looking for.

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