Network apparatus for secure remote access and control
First Claim
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1. A method comprising:
- authenticating a first system by a network appliance;
downloading an application for establishing encrypted communication sessions based on the authentication of the first system;
logging onto the network appliance by a user of the first system via the application;
establishing the encrypted communication sessions, respectively, with the first system and a second system via the network appliance, wherein the network appliance is configured to provide remote access and control, by the first system, of the second system over the encrypted communication sessions; and
facilitating the remote access and control between the first system and the second over the encrypted communication sessions established by the network appliance, the facilitating step including,detecting selection of a support session associated with the second system, andactivating, by the network appliance, the selected support session,wherein the network appliance restricts control and access to the second system according to a profile corresponding to the user of the first system.
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Abstract
A network appliance is designed and configured to communicate over a data network and to provide secure on-demand remote access and control of a computing system in the context of remote support.
26 Citations
25 Claims
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1. A method comprising:
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authenticating a first system by a network appliance; downloading an application for establishing encrypted communication sessions based on the authentication of the first system; logging onto the network appliance by a user of the first system via the application; establishing the encrypted communication sessions, respectively, with the first system and a second system via the network appliance, wherein the network appliance is configured to provide remote access and control, by the first system, of the second system over the encrypted communication sessions; and facilitating the remote access and control between the first system and the second over the encrypted communication sessions established by the network appliance, the facilitating step including, detecting selection of a support session associated with the second system, and activating, by the network appliance, the selected support session, wherein the network appliance restricts control and access to the second system according to a profile corresponding to the user of the first system. - View Dependent Claims (2, 3, 4, 5, 8, 9, 21, 23, 24, 25)
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6. A method comprising:
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authenticating a first system by a network appliance; downloading an application for establishing encrypted communication sessions based on the authentication of the first system; logging onto the network appliance by a user of the first system via the application; establishing encrypted communication sessions, respectively, with the first system and a second system via the network appliance, wherein the network appliance is configured to provide remote access and control, by the first system, of the second system over the encrypted communication sessions; facilitating the remote access and control between the first system and the second over the encrypted communication sessions established by the network appliance, the facilitating step including, detecting selection of a support session associated with the second system, and activating, by the network appliance, the selected support session, wherein the first system is associated with a representative and the second system is associated with a customer, and the support session permits the representative to provide remote support functions to the customer. - View Dependent Claims (7)
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10. An apparatus configured as a network appliance, comprising:
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a plurality of communication interfaces configured to establish encrypted communication sessions, respectively, with a first system and a second system via the network appliance; a processor coupled to the communication interfaces; and a memory configured to store instructions for execution by the processor for facilitating remote access and control between the first system and the second over the encrypted communication sessions established by the network appliance, wherein the processor is configured to detect selection of a support session associated with the second system, and to activate the selected support session and authenticate a second system and a user of the second system, wherein the memory is further configured to store a profile corresponding to the user of the second system, the profile providing restrictions on control and access to the user of the second system, and wherein the memory is configured to store the application, the application provides at least one of the first system and the second system access to the network appliance. - View Dependent Claims (11, 12, 13, 14, 17, 18, 22)
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15. An apparatus configured at a network appliance, comprising:
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a plurality of communication interfaces configured to establish encrypted communication sessions, respectively, with a first system and a second system via the network appliance; a processor coupled to the communication interfaces; and a memory configured to store instructions for execution by the processor for facilitating remote access and control between the first system and the second over the encrypted communication sessions established by the network appliance, wherein the processor is configured to detect selection of a support session associated with the second system, and to activate the selected support session and authenticate a second system and a user of the second system, wherein the first system is associated with a representative and the second system is associated with a customer, and the support session permits the representative to provide remote support functions to the customer. - View Dependent Claims (16)
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19. A system comprising:
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a network appliance configured to securely communicate via encrypted communication sessions with a plurality of representative systems and a plurality of customer systems over a data network, wherein the network appliance is further configured to provide remote access and control, by one of the representative systems, of the customer systems over the data network, wherein the network appliance is further configured to detect selection of a support session associated with the one of the representative systems, the network appliance being further configured to activate the selected support session, wherein the network appliance restricts control and access to the customer system according to a profile corresponding to a representative of the one of the representative systems, wherein the network appliance authenticates the representative system, wherein the network appliance uploads an application for establishing the support session based on the authentication of the representative system. - View Dependent Claims (20)
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Specification