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End user support

By acote ·
How can I provide end user support to several clients from my office using the internet without leaving them open to hackers and pranksters? By end user support, I mean, to be able to take control of their PC remotely and see what they see. Keep cost in mind as my clients are new small medical practices and are trying to keep their costs down. Thank you

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End user support

by mhoward In reply to End user support

CA's ControlIT has data encryption built in. It should be safe enough, though medical privacy protection is rather strict... Hope it helps.

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End user support

by acote In reply to End user support

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by danpiers In reply to End user support

I have had good luck using PC Anywhere for Windows. I believe it provides adequate security because of its callback procedure. When the system is accessed by you, the system will ask you for a password. If you provide the correct password, it hangs up on you than calls you back using the phone number you have previously supplied. Once this connection is made, you are remotely in control of the system. You see what is on the remote screen and your keyboard/mouse makes the selections. Programs you run remotely are running on the controlled system, so they run very fast.
If anyone else finds a way to hack into the remote system (even if they know your password), it will not let them in, and hang up and dial you anyway!
PC Anywhere is reasonably inexpensive (around $100) and a good value. Good luck.

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End user support

by acote In reply to End user support

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by Wayne M. In reply to End user support

I am not sure whether you can balance cheap with internet access. Regardless of how well the specific application may be protected, internet access leaves everything else open.

I would suggest looking at either dial in solutions (slow, but bypasses the internet), VPN solutions which run over the internet, but allow the rest of internet traffic to be easily blocked (expensive, but effective), or providing on site support yourself or by hiring someone.

You may want to also look at alternatives to the take control of the PC approach such as running the application in parallel on your own machine while walking thorugh the problem on the customer's machine. This may involve a lot of office calls with new users or problematic software, but will be much more secure.

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End user support

by acote In reply to End user support

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by resolvingJack In reply to End user support

I assume that your clients are all at different locations. If they are getting
some sort of Internet Connection anyway your
remote control will not increase their
exposure on the Internet to hackers. If they
are getting Internet just for you to use
remotely then it could be said that you are
helping to create exposure to hackers.
More so if their connection has a static IP
and the units are on with a live connection
most of the day.
Three things I would add to all the good advice already. Use the highest level of encryption available on PC Anywhere also Zone Alarm works well with PC Anywhere in
stopping hackers and still letting Pc Anywhere work. Zone Alarm will alert you to hacker efforts, if you find someone is
determinded to get in you will have to use
stronger protection to stop them. Make sure
you have all updates for whatever operating
system is on the clients machines IE WIN95,
98, 2000, NT or whatever. One of the best ways to hack is to exploit known weaknesses in operating systems. Get safer keep updated

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End user support

by acote In reply to End user support

Very good points to consider. Thanks

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End user support

by acote In reply to End user support

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