Method and system for providing secure remote access and control
First Claim
Patent Images
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, andwherein the network appliance is managed through a graphical user interface (GUI) rendered at the customer system and/or the representative 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 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, based on selection of the customer system or the representative system in the GUI, andwherein 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.
12 Assignments
0 Petitions
Accused Products
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.
21 Citations
29 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; communicating, by the network appliance, with a customer system configured to execute a customer application for enabling a remote support service, and wherein the network appliance is managed through a graphical user interface (GUI) rendered at the customer system and/or the representative 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 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, based on selection of the customer system or the representative system in the GUI, 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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
-
-
10. 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, based on selection of the customer system or representative system in a graphical user interface (GUI) rendered at the customer system and/or the representative system, 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 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 customer application is automatically removed from the customer system after each support session. - View Dependent Claims (11, 12, 13, 14, 15, 16, 17, 18, 19)
-
-
20. A method comprising:
-
downloading, into a memory, an application from a network appliance that is a standalone hardware device or devices to a representative system; downloading, into another memory, another application from the network appliance, wherein the network appliance is configured to facilitate establishment of a remote technical support session by the representative system with a customer system, and wherein the downloading of the application and the another application is based on selection of the customer system or representative system in a graphical user interface (GUI) rendered at the customer system and/or the representative system; wherein the network appliance is configured to centrally manage all 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 initiating automatic self-removal of the customer application from the customer system upon termination of the technical support session. - View Dependent Claims (21, 22, 23, 24)
-
-
25. A method comprising:
-
downloading, into a memory, an application from a network appliance that is a standalone hardware device at a customer system, downloading, into another memory, another application from the network appliance to a representative system, and wherein the downloading of the application and the another application is based on selection of the customer system or representative system in a graphical user interface (GUI) rendered at the customer system and/or the representative system, wherein the network appliance is configured to facilitate establishment of a remote technical support session with the representative system, 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 initiating automatic self-removal of the application from the customer application from the customer system upon termination of the technical support session. - View Dependent Claims (26, 27, 28, 29)
-
Specification