"Home User" Support Issue

Personally, I think this situation is not acceptable as is.

You need to formulate a plan and work with management to change the existing situation.

The fact that users access the accounting system screams TROUBLE!

Start with a minimum or better yet, a specific system configuration that will be supported for off-site access.

Require home users to sign an agreement as to how their home PC will be used and configured for accessing the office.
At a minimum, home users should be required to keep up to date anti-virus and firewall software running.

Next, create a custom CD that will install and configure your VPN and user accounts.

Should users have problems, set up a system where they bring their PC in to be configured.

Set a "grace" period where home users PCs will be "cleaned" of virus and other mal-ware with no questions asked.

After the grace period, allow 1 PC configuration per year, or when you roll-out new software.

Send e-mails to all home users to remind them about Virus updates and OS security patches.

Chas

Highly sensitive area with home user pc's and "ACCOUNTING" access...

Problem is as the Chas puts it is VIRRI and MALWARE. If they can VPN in, and have access to such critical files, they need to be provided with the CORPORATE ANTIVIRUS and follow set guidelines and proceedures as put forth from the company.

Failure to obey work guidelines will result in removal of access from VPN.

People surf porn or whatever from home. Heck, half the time they think they are surfing legitamit websites, but they contain malware, spam and virii without their knowledge. One infected pc, allowed access through the vpn tunnel just screams havock.

Get with the dept. manager, the company owner, and explain how imperative it is that everyone is on the same sheet of music. Failure to comply could result in some serious problems for the company.

Do these home users have Up to date legitamte anti-virus? firewalls? get the picture?

Let me clarify access to the accounting system. This is where our users fill out and sign timesheets so they have to have access to it. Everyone in the company has access to it. Access is limited with in the web based program to only those modules you require. For 90% of the people, it's just there timesheet. Now, in regards to personally setting up the computers. We support offices from San Diego, CA to Atlanta, GA. We have 2 support guys based in WI. Setting up each individul PC is not an option. Regarding the Company supplying software for the home users. I don't know how your company works, but we have to fight for every penny in our budget. I've been working here for 5 years and it wasn't until last month that I was upgraded to a "real" computer from the Pentium 133Mhz (no, not 1.3Ghz, 133Mhz) I had been using for the previous years. In other words, the wallet around here dosen't open until AFTER there is a problem. I think that it's writen in our company policy that forethought on things like virus software is strictly prohibited until after the problem. Don't get me wrong, we have anti-virus running on all the company owned PC's. I think that I have addressed all concerns. Thanks for any input!

We've had the same issue. And the way that our company solved the problem was the purchase of Microsoft's Licensing Agreement (MLA). What this entails is the installation of the latest OS on their home systems. And it also entails them to a copy of the latest OS. Yep, some of the home systems don't have the "required" hardware but just by letting the home users know that they can, in essence, have a "free" copy of the latest OS and ANY application that is covered in the MLA, they generally don't have a problem upgrading. This has solved our problems. There is one issue, the MLA...it's expensive.

It seems as if I need to clarify what my question is since there have been several posts yet no one has answered the question. What is your company policy for supporting systems that are used by company employees but not controled by the company?

Here's what we do. First, since we have an Enterprise license, we include the home pc's of users that VPN in on that license. If this wasn't the case, we would make it clear that they are required to have updated antivirus software on their home pc's or they will not be allowed to connect.

Second, we require a firewall of some sort on their pc's. We know that Zone Alarm works with our VPN system, so we recommend that to anyone who doesn't want to spend any money on their firewall. If they buy some other firewall software, we leave it up to the customer support of the firewall vender to keep track of that. We will provide information necessary regarding the connection so the vender can sort out the issues.

Third, they are required to sign an agreement on how they will use VPN. I can't go into details, but basically it's for tasks associated with work only, they will only access those area required for work, they will not do anything to harm the network etc.

We provide them with a CD with one piece of software they use and a document that steps them through the download of the latest version of the second piece of software required, installation and configuration. If they have problems, they can call us at the normal tech support line so we can step them through basic trouble-shooting steps. More than that is basically just "I think 'x' software is causing the problem. Remove it and try again." or something along those lines. We can't know everything about everyone's home pc and we make it clear that they are responsible for their home computer.

This doesn't alway "protect" us because most of the VPN people on our system are network admins and they can figure out how to fix it with little help. Very few others need access from home. Those that need access but are not network admins are mostly big shots in the company that we end up dropping everything and going onsite to their house to fix the problem. Now, we get paid for the milage for this since they c

In answer to your primary question, at every place I have worked the IT department provides NO support for personal electronics on company time.

The IT staff is "usually" free to make individual arrangements with other employees on both individuals free time.

Every firm that I have been involved with where employees work at home has either supplied the hardware, or had strict guidelines for what hardware and software could be used for remote access.

Your specific situation is a bit unique, combined with penny pinching management.

The first step still, is a firm policy that defines what the minimum hardware requirements, and what software will be supported for off-site use and access.

You should be able to present this as a cost savings for the company as it will reduce support time and improve user productivity.

Next, you should consider creating (not buying) a custom CD that will install and configure the required network settings for the VPN and user accounts.
Only when the installer fails should you need to walk a user through setting things up.

Beyond that, company policy should be that IT ONLY supports setting up the network connection. Individual users are responsible for ALL other issues with their PCs.

Chas

Protect the support team? Forget it. By allowing users home access you've already let the horse out of the barn. Also, let's face it, not all employees are created equal. You can blow off Betty the secretary but not Frank the Vice President. I work for a large law firm. We bend over backwards to provide users with support no matter what OS or hardware they use. Our policy is that if we can't get it to work with what they are using, then we just throw money at the problem until we get it right. We supply plenty of documentation (of course most never read it because they can just pick up the phone and have us do it) but it is there. Basically, the policy where I work is this: those people who generate the most income get the most support.

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