BUYER’S GUIDE TO Remote support software 2020
Remote support is increasingly a necessity for modern businesses: Dave Mitchell explains what to look for and reviews four capable contenders
When the novel coronavirus pandemic first struck, businesses were forced to quickly adapt to new methods of working. Now, lockdown restrictions are beginning to ease, but it’s not a case of back to business as usual. Homeworking will be the norm for some time to come, and many organisations are making permanent changes to the way they operate.
Last month, we looked at endpoint security software that can protect homeworkers from online dangers – but even when such threats are shut off, workers still need IT support. Phone-based support is inefficient and frustrating, however, while personal visits are expensive and may not even be possible under social distancing restrictions.
The answer is remote support software, which lets technicians drop in on troublesome workstations without having to be physically present. They can view a computer from afar, take control and fix problems without leaving their desk.
And remote support isn’t just efficient – it’s affordable. There are plenty of products to choose from, at prices to suit any SMB. This month, we look at a selection of on-premises, cloud-hosted and hybrid solutions and put them through their paces to help you make the right choice.
Safe house
Before deploying a remote support solution, it’s vital to understand the security risks. These products can provide unfettered access to your employees’ workstations, so strict limits and controls are a must. Don’t rely on free remote-access tools such as Chrome Remote Desktop or the Windows 10 Quick Assist apps, as these are impossible to manage and audit.
Don’t mix and match tools, either. Using multiple remote-access systems increases the chance of something slipping through the cracks, and makes it harder to maintain clear, consistent policies and train staff.
Standardising on a single system helps users recognise bogus support requests too: we’ve heard of scammers using legitimate remote support software to try to gain access to a victim’s computer.
“These products can provide unfettered access to your employees’ workstations, so strict controls are a must”
Cloud or self-hosted?
Cloud-based remote support is ideal for small businesses with a mix of office-based, mobile and home workers. Such services are simple to deploy, as they don’t require a central management server: technicians get access to a personal web portal, from which they can open support sessions from anywhere on the internet. There’s no need to install the software on all users’ computers because technicians can send out emails that contain a link to the agent software and installation instructions. Subscription-based licensing makes it easy to control costs too.
If you don’t want to rely on a third party, and require more control over security and access, a self-hosted support solution might be a better bet. Such systems generally require an on-site central management server, but this isn’t a major imposition as they have minimal hardware requirements and are typically quick to install. Most of them also use a proprietary gateway component to allow secure access to remote clients, rather than allowing connections over the open internet.
If neither of those models sounds ideal, consider a hybrid solution that combines an on-premises console with a web portal, allowing you a greater degree of local control while also making it easy to connect to remote users.
On-demand or always-on
Remote support connections come in two basic types: on-demand and always-on. The on-demand model doesn’t require agent software to be installed ahead of time: when a technician creates a session, the service generates a unique ID code and a web link that can be emailed to the user. This downloads a lightweight agent, which opens the support session when the correct code is entered, and which is immediately removed once the session is over. Access can then only be regained by creating another on-demand session request with a new code.
Most remote support systems offer on-demand support: it’s convenient, and also quite secure, as it ensures no one can connect to a user’s machine outside of an approved support call. However, it also means technicians can’t access the system when the user isn’t present. For this reason, you’ll normally have an always-on option, whereby an agent is permanently installed on the client PC to allow technicians to connect at any time.
If you want to enable always-on support, it’s important to be security-minded. Check for features that can restrict access to users’ systems, and that use stronger web portal twofactor authentication.
Tools of the trade
To make the support experience as effective and user-friendly as possible, check what extra tools are available. Remote desktop access is a given, but useful extra functions are often on offer too, such as file transfer, audio and video chat services and session recording.
Another feature to look out for is workstation inventory: this allows technicians to see what is installed on a computer prior to starting a support session. An on-premises support solution with an inventory function can let you store and review detailed client inventories.
Think about platform support as well. Most products focus on Windows endpoints, but many also offer agents for macOS and Linux – something worth checking for if you have a mix of desktop devices. You can’t remotely control iOS devices such as iPads and iPhones due to the operating system’s strict security model, but we are starting to see support products that allow iOS mobile users to broadcast their screen contents to technicians, which can be a big help when troubleshooting.
With remote working becoming the norm, it’s vital to extend your technical support umbrella beyond the company network. All of the products on review this month offer a wealth of features and tight security, so read on to see which one will best suit your new business model.