Method and system for providing secure remote access and control

摘要

A network appliance is configured to communicate with a representative system and a customer system. The network appliance permits control and access to the customer system by the representative system or to the representative system by the customer system for providing remote support service. The network appliance manages, logs, and routes screen updates of the customer system to the representative system. In addition, the network appliance logs and provides reports for all actions taken during the support service.

主权项

1. A method comprising:
communicating, by a network appliance that is a standalone hardware device or devices that include a processor, with a representative system; communicating, by the network appliance, with a customer system configured to execute a customer application for enabling a remote support service; and permitting, via the network appliance, control and access to the customer system by the representative system or to the representative system by the customer system for providing the remote support service, wherein the representative system executes a representative application, the customer application and the representative application being provided by the network appliance, and wherein the network appliance is configured to centrally manage, log, and route all screen updates and activities, via the customer application, of the customer system to the representative system, the network appliance being managed by the customer system or the representative system, wherein the customer application is automatically removed from the customer system after each support session.