General RemoteAssist Information

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Introduction, Scope, and Purpose

Worldwide, a large and growing number of businesses and government agencies rely on RemoteAssist Support Software-as-a-Service (SaaS) to streamline business processes for Customer Support.

RemoteAssist Support makes security the top priority in the design, deployment, and maintenance of our network, platform, and applications. Consequently, RemoteAssist Support is prepared to operate in even the most stringent and secure computing environments.

Understanding the security and design parameters of RemoteAssist Support and the underlying communications infrastructure is an important component.

The following document provides detailed information about the security infrastructure for RemoteAssist Support support sessions from the agent browser, to the cloud infrastructure, and to the end-user desktop. In addition, it describes the oauth process as well as data storage and retention policies.

Network Configuration

You may check your network configuration with our validation tool available here .

Supported Browsers

RemoteAssist Support supports the following browsers and versions for Agent use in support sessions:

• Chrome: 72+

• Firefox: 65+

• Edge: 17+

Supported Operating Systems

The RemoteAssist Support client supports the following OS and versions on end user devices:

• Windows: 7, 8, 10, 10S

• Windows Server: Windows Server 2003 R2, Windows Server 2008, Windows Server 2008 R2, Windows Server 2012, Windows Server 2012 R2, Windows Server 2016

RemoteAssist Support Cloud Infrastructure

Globally deployed across multiple cloud hosting providers, RemoteAssist Support uses docker for simple and scalable deployment operations.

Least Busy Architecture

RemoteAssist Support is designed to utilize the scalability and geographic distribution of its architecture. This means that as Edge servers are brought online, the multitenant RemoteAssist Support architecture scales logically. Sessions are assigned to the geo-located least busy resource. Session data from the end-user’s device is routed to the agent’s browser instantly across this architecture and deleted promptly after transmission.

Remote Access Policy

RemoteAssist Support maintains a process for remote access which is a privileged access management solution on systems containing customer assets. RemoteAssist Support access management solution includes:

• Encryption of authentication credentials when stored or transmitted at all times
• Passwords for user-level accounts are not shared between multiple individuals
• Passwords are changed immediately whenever it is believed that an account may have been compromised
• Passwords are not communicated using email messages or other forms of electronic communication, other than one-time use passwords
• Passwords for individual user accounts are not given to, or shared with, someone other than the account owner
• A user’s identity is verified before their password is reset and an email is sent to notify the user that their password was reset
• Procedures exist for tracking and provisioning privileged accounts
• Procedures exist for prompt notification or termination of access or rights in response to organization change

Data Security/Encryption

All data throughout operation of the RemoteAssist Support application is SSL encrypted using TLS 1.2 transport security with AES-256-bit encryption. This covers all data transmitted from the remote device to our web servers and from our web servers to the Agent browser and conversely.

Further, each session is assigned a unique, one time key used to bridge the gap between the Agent and the end user. Finally, on PCs, the application autodeletes after each session so there is no possibility for further access without the end users' consent and intent.

During a RemoteAssist Support session, data is temporarily written to memory, then sent to the remote Agent’s browser and then deleted. No data is permanently stored or retained on the end user or Agent’s device.

Encryption Key Management
RemoteAssist's strong encryption key management practices include:

• Equipment used to generate, story, and archive cryptographic keys is physically protected
• RemoteAssist Support has standards and procedures in place to support all aspects of the key management policy (including recovery, backup, and destroying of keys)

Transport Layer Security

All session data is transported as SSL encrypted using TLS 1.2 transport security with AES-256-bit encryption. Rather than using firewall port 80 (standard HTTP Internet traffic) to pass through the firewall, Dell RemoteAssist Support uses firewall port 443 (HTTPS traffic).

Firewall Compatibility

All application traffic uses a secure connection over HTTPS (port 443). There is no firewall configuration that is required for any user.

Post Session Data/File Storage

No session information is retained on the end user’s computer or by Dell RemoteAssist Support. All relevant data is written to the CRM case. Also, any files that are transferred or recordings that are made are also written to the CRM cloud.

SSO/OAUTH

RemoteAssist Support lets you use your existing CRM/ITSM platform credentials. You can OAuth in via the relevant platform app.

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