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What is the best way to provide remote support to my clients? Note security and annual costs are my main concerns.

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asked how to provide remote support while keeping security and annual costs under control. The thread includes both hosted and on‑prem options (see posts by and ). The right choice hinges less on brand and more on concrete controls, predictable costs, and how support fits into existing ops and compliance requirements.

  • Authentication and least privilege: enforce MFA, role-based access, and time-limited technician tokens.
  • Encryption and integrity: require end-to-end encryption using modern TLS and signed client binaries.
  • Session controls and evidence: mandate session recording, immutable audit logs, and exportable reports for investigations.
  • Endpoint hygiene: signed, auto-updating agents; host integrity checks; ability to remove client after use.
  • Operational workflow: ticketed approvals, explicit user consent, scheduled windows, automatic session expiry.
  • Vendor assurance: request SOC2/ISO27001 evidence, recent pen-test results, and a clear data-processing agreement.
  • Cost modeling: include licenses, updates, endpoint rollout, training, incident handling, and hardware refreshes in annual TCO.

Example minimal workflow: ticket creation -> grant one-time token -> technician authenticates with MFA -> session is recorded -> revoke token and retain logs. Hosted services reduce local maintenance but require careful contract review for vendor access and data handling. On-prem appliances give more direct control but need patching, backups, and disaster-recovery planning. Use the checklist above to evaluate tools against the security and cost priorities raised in this thread.

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Member Avatar for DimaYasny

logmein is free. SSL protected

webex has more features and has good security as well

Member Avatar for mike11

You should try out a web conferencing appliance like RHUB - http://www.rhubcom.com/ - as it is the most secure form of web conferencing and since its an appliance, you just have to pay the upfront cost of buying the appliance. After that there is no monthly charge like the hosted solutions and hence you end up saving a lot of money in the long run.

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