Providing LLaborate support secure access to my system
Posted: , Last Modified: 07 April 2017 09:24 AM
In order to investigate issues, provide setup guidance or to troubleshoot reported problems, LLaborate support technicians may require access to any one of your computers, servers or other network devices.
We understand that this kind of access information is sensitive, and are best kept to a need-to-know basis. With this in mind, we will only require access to your systems where it is absolutely necessary.
We have taken every precaution to ensure that our systems which store access information are highly secure. However, there are additional precautions that we advise our customers take before providing us with access credentials.
In all cases where we require access to your systems, we will make it clear to you exactly what access is needed, and why.
Summary of this article
Access to your systems
Depending on the task which needs to be performed, a LLaborate technician may require access to one of your systems. Where the system supports user account based access, we strongly advise that you change the password of staff/admin account being provided to a random password for LLaborate support for the duration of the issue, with only the essential permissions to your systems.
Please note that we may require access to specific user accounts (such as your own) in order to diagnose user or account-specific problems. In this case, we advise that you change the account's password before providing us with the credentials, and changing your password again after the issue has been resolved.
'Root' (unrestricted access) to your server
If a technician asks for 'root access' to your server (a root account with unrestricted permissions), please do not be alarmed. Only in the rarest of cases will we ask for such access - i.e. when our ability to diagnose and resolve your issue absolutely requires it (such as generating or monitoring server logs, or making server configuration changes).
When providing us with root/unrestricted access to your systems, it is imperative that you follow the temporary account creation steps outlined in the Access to your systems section of this article.
Access to other systems
A LLaborate technician may require access to another of your systems; such as to a POP3 or IMAP e-mail account when diagnosing e-mail problems, or direct access to your database in order to perform repairs.
When providing access to your other systems, we advise you follow the procedures described in the Access to your systems section of this article.
Firewalls and IP based authentication
If your systems use or are protected by IP address authentication (e.g. if you have a firewall), please let us know and we will provide you with the list of our office IP addresses to allow through.
Due to company network policy, I am unable to provide access
If this is the case, please inform us and we will discuss the options with you (such as shared and supervised remote control).