METHOD AND SYSTEM FOR PROVIDING SECURE REMOTE ACCESS AND CONTROL

• US 20070294368A1
• Filed: 06/18/2007
• Published: 12/20/2007
• Est. Priority Date: 06/19/2006
• Status: Active Grant

• Current Assignee: BeyondTrust Corp.
• Original Assignee: BeyondTrust Software, Inc. (BeyondTrust Corp.)
• Inventors: McNeill, Nathan Joel, Durham, David William, Ngo, Huey Jiun, Bomgaars, Joel, Cross, Jeremy Raymond, Sleevi, Ryan D.
• Granted Patent: US 8,589,489 B2
• Time in Patent Office: Days
• US Class Current: 709/217
• CPC Class Codes: H04L 41/22 comprising specially adapted graphical user interfaces [GUI]
• CPC Class Codes: H04L 41/50 Network service management, e.g. ensuring proper service fulfilment according to agreements
• CPC Class Codes: H04L 63/0428 wherein the data content is protected, e.g. by encrypting or encapsulating the payload
• CPC Class Codes: H04L 63/20 for managing network security; network security policies in general filtering policies H04L63/0227
• CPC Class Codes: H04L 67/025 for remote control or remote monitoring of applications

Abstract

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.

Claims

1. A method comprising:

communicating, by a network appliance, with a representative system;

communicating, by the network appliance, with a customer system; 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 remote support service,

wherein the network appliance is configured to centrally manage, log, and route all screen updates and activities of the customer system to the representative system.

2. A method according to claim 1, wherein the network appliance is further configured to provide a web-based interface to facilitate establishment of a support session between the representative system and the customer system.

3. A method according to claim 1, wherein the network appliance is further configured to provide a chat interface for capturing instant messages between the representative system and the customer system, and to provide an audio interface for providing voice communication between the representative system and the customer system.

4. A method according to claim 1, wherein the network appliance is further configured to control access to the customer system according to a representative profile.

5. A method according to claim 1, wherein the representative system executes a first application and the customer system executes a second application to establish a support session, the applications being provided by the network appliance.

6. A method according to claim 1, wherein the first application provides a graphical user interface (GUI) that includes a section for displaying a queue of users that requested the support service.

7. A method according to claim 1, wherein the second application provides a graphical user interface (GUI) that includes,

a first section for providing a chat session,

a second section for initiating a file transfer relating to the support service;

and

a third section for viewing a screen of the representative system.

8. A method according to claim 1, wherein the network appliance is further configured to provide a web-based interface to generate a report of the logged activities.

9. An apparatus comprising:

a messaging module configured to communicate with a representative system and a customer system for permitting control of the customer system to the representative system for providing support service; and

a presentation and training module coupled to the messaging module and configured to forward screen updates and activities of the customer system to the representative system.

10. An apparatus according to claim 9, further comprising:

a web-based interface configured to initiate establishment of a support session between the representative system and the customer system.

11. An apparatus according to claim 9, further comprising:

a chat interface configured to capture instant messages between the representative system and the customer system.

12. An apparatus according to claim 9, further comprising:

a permissions module configured to control access to the customer system according to a representative profile.

13. An apparatus according to claim 9, wherein the representative system executes a first application and the customer system executes a second application to establish a support session, the applications being provided by the network appliance.

14. An apparatus according to claim 9, wherein the first application provides a graphical user interface (GUI) that includes a section for displaying a queue of users that requested the technical support service.

15. An apparatus according to claim 9, wherein the second application provides a graphical user interface (GUI) that includes,

a first section for providing a chat session,

a second section for initiating a file transfer relating to the technical support service;

and

a third section for viewing a screen of the representative system.

16. An apparatus according to claim 9, further comprising:

a log reporting interface configured to log the activities and to generate a report of the logged activities.

17. A method comprising:

downloading an application from a network appliance, wherein the network appliance is configured to facilitate establishment of a technical support session with a customer system; and

receiving screen updates associated with the customer system via the network appliance.

18. A method according to claim 17, wherein the network appliance is further configured to provide a web-based interface to facilitate establishment of the support session between a representative system and the customer system.

19. A method according to claim 17, wherein the network appliance is further configured to provide a chat interface for capturing instant messages to the customer system, and to provide an audio interface for providing voice communication between the representative system and the customer system.

20. A method according to claim 17, wherein the network appliance is further configured to control access to the customer system according to a representative profile.

21. A method according to claim 17, wherein the downloaded application provides a graphical user interface (GUI) that includes a section for displaying a queue of customers that requested the technical support service.

22. A method comprising:

downloading an application from a network appliance at a customer system,

wherein the network appliance is configured to facilitate establishment of a technical support session with a representative system, and the network appliance is further configured to transmit screen updates associated with the customer system via the network appliance.

23. A method according to claim 22, wherein the network appliance is further configured to provide a web-based interface to facilitate establishment of the support session between a representative system and the customer system.

24. A method according to claim 22, wherein the network appliance is further configured to provide a chat interface for capturing instant messages to the representative system, and to provide an audio interface for providing voice communication between the representative system and the customer system.

25. A method according to claim 22, wherein the network appliance is further configured to control access to the customer system according to a representative profile.

26. A method according to claim 22, wherein the application provides a graphical user interface (GUI) that includes,

a first section for providing a chat session,

a second section for initiating a file transfer relating to the technical support service, and

a third section for viewing a screen of the representative system.