Method and system for providing secure remote access and control

• US 8,589,489 B2
• Filed: 06/18/2007
• Issued: 11/19/2013
• Est. Priority Date: 06/19/2006
• Status: Active Grant

• Current Assignee: BeyondTrust Corp.
• Original Assignee: BeyondTrust Software, Inc. (BeyondTrust Corp.)
• Inventors: Bomgaars, Joel, McNeill, Nathan Joel, Durham, David William, Cross, Jeremy Raymond, Sleevi, Ryan D., Ngo, Huey Jiun
• Primary Examiner(s): TRUONG, LAN DAI T
• Application Number:
  US11/764,691
• Publication Number:
  US 20070294368A1
• Time in Patent Office: 2,346 Days
• Field of Search: 709/205, 709/217, 709/208, 709/221, 709/202
• US Class Current: 709/205
• 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 that is a standalone hardware device or devices that include a processor, with a representative system configured to execute a representative application which is downloaded from the network appliance;

communicating, by the network appliance, with a customer system configured to execute a customer application for enabling a remote support service provided by the representative system, wherein a remote support session is established by using the downloaded representative application; 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 network appliance is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list;

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, and the network appliance being managed by the customer system or the representative system, wherein the customer application is downloaded from the network appliance, and the customer application is capable of uninstalling itself when a session is complete, such as it is automatically self-removed from the customer system after each support session.

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 representative application, the customer application and the representative application being provided by the network appliance.

6. A method according to claim 5, wherein the representative 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 customer 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. A method according to claim 1, further comprising:

configuring login information by a user of the customer system;

authenticating the representative system using the login information, wherein the login information is utilized by a user of the representative system to login in the network appliance; and

upon authenticating the representative system, establishing a secure connection, via the network appliance, between the representative system and the customer system for routing the screen updates and the activities.

10. A method according to claim 1, wherein the network appliance is located at a premise of a user associated with the customer system.

15. An apparatus according to claim 11-3, wherein the representative application provides a graphical user interface (GUI) that includes a section for displaying a queue of users that requested the technical support service.

11. An apparatus comprising:

at least one processor;

and at least one memory including computer program code,

the at least one memory and the computer program code configured to, with the at least one processor, cause the apparatus to perform at least the following;

initiate establishment of communication with a representative system, via a representative application which is downloaded from the apparatus to the representative system, and a customer system, via a customer application which is downloaded from the apparatus to the customer system, for permitting control of the customer system to the representative system for providing remote support service, wherein the customer system is configured to execute the customer application for enabling the support service, and

the network apparatus is configured to centrally manage, log all screen updates and activities and to initiate forwarding of the screen updates and activities, via the customer application, of the customer system to the representative system, wherein the apparatus is a standalone hardware and is managed by the customer system or the representative system, wherein the network apparatus is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list, wherein the customer application is capable of uninstalling itself when a session is complete, such as it is automatically self-removed from the customer system after each support session.

12. An apparatus according to claim 11, wherein the apparatus is further caused to:

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

13. An apparatus according to claim 11, wherein the apparatus is further caused to:

capture instant messages between the representative system and the customer system.

14. An apparatus according to claim 11, wherein the apparatus is further caused to:

control access to the customer system according to a representative profile.

16. An apparatus according to claim 11, wherein the customer 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.

17. An apparatus according to claim 11, wherein the apparatus is further caused to:

log the activities and to generate a report of the logged activities.

18. A method comprising:

downloading, into a memory, a representative application from a network appliance that is a standalone hardware device or devices to a representative system;

downloading, into another memory, a customer application from the network appliance to the customer system, wherein the network appliance is configured to facilitate establishment of a remote technical_support session by the representative system with the customer system to permit controlling and accessing to the customer system by the representative system for providing the remote technical support service, wherein the remote technical support session is established by using the downloaded representative application;

wherein the network appliance is configured to centrally manage, log all screen updates and activities and to initiate forwarding of the screen updates and activities, via the customer application, of the customer system to the representative system, wherein the network appliance is managed by the customer system or the representative system, wherein the network appliance is configured to host multiple support sessions at the same time, if a representative of the representative system decides at any point during the sessions that another logged-in representative could better handle one of the sessions, then the representative can share the session with the other representative who is selected from a dropdown list; and

wherein the customer application is capable of uninstalling itself when a session is complete, such as initiating automatic self-removal of the customer application from the customer system after the technical support session.

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

20. A method according to claim 18, 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.

21. A method according to claim 18, wherein the network appliance is further configured to control access to the customer system according to a representative profile.

22. A method according to claim 18, wherein the downloaded another application provides a graphical user interface (GUI) that includes a section for displaying a queue of customers that requested the technical support service.

23. A method comprising:

downloading, into a memory, a customer application from a network appliance that is a standalone hardware device at a customer system,

downloading, into another memory, a representative application from the network appliance to a representative system,

wherein the network appliance is configured to facilitate establishment of a remote technical support session with the representative system via the downloaded representative application and to permit controlling and accessing to the customer system by the representative system for providing the remote technical support service, and the network appliance is further configured to centrally manage, log all screen updates and activities and to initiate forwarding of the screen updates and activities, via the customer application, of the customer system to the representative system, wherein the network appliance is managed by the customer system or the representative system; and

wherein the customer application is capable of uninstalling itself when a session is complete, such as initiating automatic self-removal of the customer application from the customer system after the technical support session.

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

25. A method according to claim 23, 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.

26. A method according to claim 23, wherein the network appliance is further configured to control access to the customer system according to a representative profile.

27. A method according to claim 23, 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.