IT Authorities houses its monitoring systems in a tier 1 hardened datacenter that is designed to withstand natural disasters and physical security breaches. All systems reside on redundant servers, SANs and networking equipment provided by Cisco and NetApp. All systems are replicated to another geographically distant center for disaster recovery purposes.

Customer site non-Windows devices such as printers, phones and switches use the industry standard SNMP (Simple Network Management Protocol) to send status to any server or desktop on the customer site.

Customer site desktops and servers have a small software agent installed that sends reports to the ITA monitoring systems.

Support technicians can log in to the ITA monitoring systems and request that customer site systems initiate a remote control session.

Customer site desktop or server checks in with ITA monitoring server to report status and see if there are any tasks to complete. If a request is present for a remote connection, the customer site desktop or server will be given the location of the requestor. The customer site desktop or server will use this information to create a secure tunnel with the remote requestor then grant the remote requestor remote control

NOTE – Because all requests are outbound, no inbound firewall ports need to be opened.

NOTE – Remote control by default requires an end user to click an acceptance prior to granting an ITA support technician remote control access. All sessions are AUDITED.