Posts Tagged ‘remote support security’

Time to Take another Look at Remote Support

July 2nd, 2015


Today’s remote support solutions offer more than just remote control for PCs and are continuing to expand their functional footprint. That is according to the Technology Services Industry Association’s (TSIA) recent 2015 Remote Support Trends report.

The report advises service executives to become acquainted with the new capabilities and features introduced by leading remote support platforms, such as R-HUB remote support servers.

Service executives are further advised to find ways to leverage the capabilities beyond technical support. Remote support solutions are typically held in high regard by users, consistently delivering one of the highest average satisfaction scores in TSIA’s annual Global Technology Survey.

While remote support tools initial began by helping IT help desks and support organizations reduce incident handling and resolution time, today’s platforms are used across multiple disciplines with a variety of applications. According to TSIA’s survey, adoption levels of remote support tools are high across many disciplines, including support services, field service, professional services, managed services, and education services.

As today’s remote support tools have experienced expanded capabilities, those tools have begun to gain increased popularity. Previously best known for supporting remote PCs or simply adjusting the settings on a remote computer, leading providers continue to introduce more capabilities in each release, including Mac and mobile device support, reporting, management dashboards, and integration. Thanks to the introduction of increasingly new capabilities, business owners in practically every sector are able to take advantage of a number of important benefits.

When Is the Time Right to Evaluate Your Services and Tools?

TSIA’s survey covers 24 categories of services and tools, and typically finds remote support and web collaboration technology to receive higher member satisfaction scores. Although companies are generally quite happy with their current tools, TSIA does recommend evaluating alternative solutions when requirements expand. This is particularly important when a company is considering a deployment model, security features, and connection time.

Enhanced Security with Remote Support

In regards to security, TSIA says that members have reported issues such as customer complaints that a support technician uploaded or accessed personal photos during a remote session. If your current solution does not allow you to control the actions taken by a technician on certain systems while also capturing a secure audit trail and optional video recording of every activity, this is certainly a compelling reason to consider upgrading.

As companies are well aware, customer complaints of this nature can be a very serious issue. Should such complaints go viral, they have the potential to seriously damage the reputation of your brand. By upgrading, you are able to be proactive and provide greater peace of mind to your customers while also ensuring that your brand’s reputation is not at risk.

For further details in order to provide a better remote support experience to your clients, call us today for a free demo at 1-866-758-0984 or email us at to find out more about how an improved remote support experience can benefit your business.

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What Makes R-HUB Remote Support Servers Secure?

March 25th, 2015


As technology continues to evolve and improve, remote access and control technologies now provide the ability to significantly improve productivity and efficiency. Even so, the potentially destructive impact of remote access and control technologies must also be recognized.

How Hackers Gain Access
In a Data Breach Investigations Report, the Verizon Business Risk Team named “remote access and control” the most common attack pathway used by hackers. The team concluded that, “in over 40 percent of the breaches investigated during this study, an attacker gained unauthorized access to the victim via one of the many types of remote access and control software.”

Why R-HUB Is Secure
Given the hacker climate in which we live today, you might wonder “What makes R-HUB secure?”

That is certainly a legitimate question, considering the potential risk. First, it is important to know that R-HUB recognizes both the risk and the importance of protection and has taken a number of measures to ensure the security of the data transferred during support sessions. Below are a few of those measures that outline the major areas that support R-HUB being a secure, remote access and control technology:

  • Architecture: Encrypting data is a good start, but the reality is that it is simply not enough. A remote access and control system must provide support organizations with control over sensitive data as well as visibility into remote support activity. R-HUB’s appliance-based architecture works to unify support activity and collects all the data surrounding support in a central repository.
  • Authentication: One layer of authentication is not sufficient. Support reps should pass through multiple authentication layers or directory authentication prior to being given access to or control of a remote system. R-HUB provides administrators with complete control over the way in which individuals, teams, and customers are authenticated without sacrificing or slowing down support.
  • Access: Access should be tiered as well as permission-based at each level. R-HUB ensures this by focusing on each end of the support session and offering granular user management to administrators and reassuring controls to customers.
  • Reporting: The ability to review support activity is vital to security. R-HUB offers robust logging and recording capabilities to capture exhaustive details regarding support sessions. Administrators are provided with critical visibility into support activity.

Inadequate remote working policies can result in serious potential problems, including placing a business or organization at risk for a data breach. Data protection is now a massive concern for businesses in all sectors and industries. As the number of people working remotely continues to increase, the need to ensure that employees are able to work securely without compromising sensitive data has become of paramount importance. Ensuring the correct procedures and tools are in place can help to reduce the risks associated with inadequate remote access and control technologies, while still providing all of the benefits.

Secure your remote support sessions using our on premise R-HUB remote support servers. To obtain more information about R-HUB remote support products, contact us on 1-866-758-0984 or email us at

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Mitigate Data Breach Risks with Small Security Steps for Remote Servers

September 18th, 2014

With increasing stories about data breaches making the headlines on a near daily basis, the topic of security has become more important than ever. According to a report issued by the Ponemon Institute and IBM, the average cost of data breaches around the world increased by 15 percent during the last year. Each compromised record translated to a cost of $145, translating to a total cost of $3.5 million per company for each data related breach. The most common causes of many of these breaches involved malicious code and sustained probes.

Another element that many of these data breaches seem to have in common is that even a small, simple action, such as applying a security update or requiring two-factor authentication for remote access could have prevented the attacks.

Criminal attacks are now a growing concern among most organizations. In order to prevent such attacks, organizations that use remote-access tools must ensure those tools are secured through the two of two-factor authentication. Simply put, if you are not defending your front line with two-factor authentication, hackers will find it to be much easier to brute-force passwords. Among the most recent breaches was the Heartbleed attack. In those attacks, implementing a Heartbleed fix could potentially have thwarted a breach. Insider threats are also a serious issue today. While the most obvious protections could prevent the loss of data, those measures are often the ones that are overlooked the most.

The subject of security is one that we have been reviewing with customers for many years. Among the most common mistakes that many organizations make is providing unlimited and unmonitored access to system administrators. This, unfortunately, sets the stage for trouble later on. In many instances, admins use hosted remote access tools such as Gotomypc or LogMeIn. If these admins were required to use a centralized remote access tool such as RHUB remote support servers, an audit activity trail would be captured. In addition, the scope of access would also be limited, thus reducing possible threats. Additionally, by requiring two-factor authentication to remote access tools, you can ensure that your employees are not able to utilize another individual’s credentials in order to gain access to different systems.

It should be noted that this would not prevent an admin from utilizing a rogue remote access tool in order to gain access to your network or even from physically logging into a system. Nevertheless, by blocking unauthorized remote access tools from your network and implementing the right physical security practices, you can significantly reduce such risks.

In all instances, successful security should be multi-layered. Those layers must often be comprised of a series of small steps. While on the surface those steps may seem unimportant, the grand sum total can help to mitigate risks and protect your organization from data breaches and hackers.

Are you interested in obtaining improved remote security for your networks? If so, contact us at 866-758-0984 or email us at

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Deploy On Premise RHUB Remote Support Servers to Improve Remote Support Security

September 1st, 2014

When it comes to working online, you can never be too safe. For quite some time, Internet specialists have been calling attention to the fact that numerous devices are exposed online, including surveillance cameras, medical devices, home monitoring systems, and more. Recently, a survey was conducted to identify computers with remote access software but with no password for security. Within just one hour, tens of thousands of computers were identified.

That is certainly a frightening prospect and serves to underscore the importance of ensuring that your remote support is completely secure. Once a prospective hacker gains access to your network, there are virtually no limits to the damage that can ensue. The recent spate of data breaches reported in the news, including breaches related to payment information from point-of-sale systems demonstrates just how serious this situation can be.

The question is what can you do to practice safe remote support computing? The solution is as simple as using RHUB remote support servers.

RHUB remote support servers assist in ensuring the remote access of your computers is secure while working from behind your computer’s firewall. As a result, you are able to view and take control of unattended desktops, servers, and even point-of-sale returns all within the convenience of real time and from any platform. Furthermore, you can do so with the knowledge that your system is protected by unparalleled security.

In considering how you can make your remote support more secure, it is important to remember that your security is only as strong as your weakest point. Unfortunately, remote support servers provide little in terms of access security. Additionally, remote support servers provide access to anyone who possesses a session ID and password. Such security can be compromised far too easily. All it takes is for the wrong person to read an email, gain access to someone’s calendar or use one of the many password cracking modules readily available. At that point, security is compromised and all of your confidential data could be vulnerable to an attack by a hacker. It can happen that quickly and that easily.

By comparison, RHUB remote support servers provide the opportunity to establish a virtual VPN between attendees and the host. Consequently, this limits the scope of the session’s attendance to only internal locations and addresses or specified external IP addresses. It should be noted that such policies are specifically designed to work alongside your internal security servers, including routers, firewalls, and other types of security devices that your organization may opt to use.

Ultimately, RHUB remote support servers offer the best possible security by restricting attendance to authorized attendees and locations. This works to prevent your systems and networks from hacker attacks. You gain the ability to work efficiently and with complete confident that your system is completely protected.

Take advantage of the opportunity to secure your networks and computers by utilizing RHUB remote support servers. To obtain more information, contact us at 866-758-0984 or email us at

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Protect your Systems from Attacks by Using RHUB Remote Support Servers

August 11th, 2014

Recently, security researchers uncovered a global cybercriminal operation. Thousands of computers were compromised by the operation, which attempted to gain access into point-of-sale (POS) system through the use of brute-force techniques for guessing remote administration credentials.

The computers utilized in the attack were part of a botnet, which has been nicknamed BrutPOS. Believed to be active since at least February, the botnet works by scanning specific IP address ranges for systems accepting Remote Desktop Protocol connections.

When a Remote Desktop Protocol (RDP) service is identified by one of the computers, common user names and passwords are used by the malware in an attempt to log into that connection. In the event that the credentials are successful, the information is then transferred to command-and-control servers. At that point, attackers make a determination regarding whether the system is a POS terminal. If it is a point-of-sale terminal, a malware program is installed in in order to extract payment card details.

While it certainly seems as though RDP connection attacks are on the rise, they are not actually new. In fact, they have been going on for years. Originally developed by Microsoft, RDP is a type of proprietary protocol that allows users to benefit from a graphical interface to connect with other computers through a network connection. RDP was first designed to allow remote access on a LAN. Consequently, security issues can occur when support teams use RDP on the Internet for establishing connections with systems off the network. This is because such connections can often result in compromised security, including allowing default ports to be opened.

The real problem is that such ports can be extremely vulnerable and far too easy for hackers to identify. Login credentials are often frequently susceptible to such Brutforce POS attacks because such credentials are often shared. To make matters even worse, hackers can often gain access to an organization’s internal network when compromised workstations are connected to the internal network. Hacking RDP connections can prove to be quite profitable for hackers because they can gain control of your organization’s servers and then sell the relevant credentials for targeted systems as lucrative commodities in the cyber criminal underground. While RDP attacks may not be new, they do certainly appear to be on the rise.

In a litany of recent credit card breaches at businesses ranging from discount stores to restaurants, this most recent attack serves as yet one more example of how RDP connections can be targeted and even successfully compromised by hackers. This is precisely why we recommend the use of RHUB remote support servers for RDP as it allows IT administrators to continue using RDP in a safe and secure manner without any vulnerability to such malicious attacks.

If you are not yet a customer of RHUB, become one today and learn how you can protect your systems from attacks by hackers. Call us at 1-866-758-0984 or email us at for more information.

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