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Technical Support
Remote
Access Security Acknowledgement
WebEx: Security White Paper
Published and authored by WebEx.
Security is an
extremely vital concern for Web-based communications and data transfer.
WebEx Support Center uses the latest and most powerful security
technologies to ensure that all the interactions and data exchanges
between customer support representatives (TSRs) and customers being
supported are completely secure. This document describes the various
security features of Support Center in detail.
SECURITY FEATURES
Access during
customer-approved session only—
With Support Center, the TSR can access customer’s computer only when
the customer joins the session. TSR cannot access the computer once the
session is over.
Customer Privacy—
With Support Center, the TSR has unprecedented access to the customer's
computer to pinpoint and resolve technical issues faster and more
cost-effectively than ever before. Yet Support Center leaves the
ultimate control in the hands of the customer being supported. The
customer actively participates in the support session, approves and
observes every step that is taken to resolve the technical issue. For
every action (such as ‘application view’ or ‘file transfer’), the TSR
has to explicitly ask the customer for permission. The customer can deny
permission for any action. Moreover, the customer can retake control of
the mouse and keyboard at any time, or end the support session
altogether at his/her discretion.
Application-Level Access—Support
Center is unique in the industry in providing application-level access
in addition to desktop-level access. TSRs can use Support Center to
view/share specific software applications on the customer’s computer –
such as Lotus Notes only and not having access to other applications or
the desktop. This means the desktop and the networked resources cannot
be accessed by the TSRs and thus provides a higher level of security to
the customers that are highly sensitive to network security. Competing
solutions provide desktop level access only, which makes it impossible
to use their products in such environments.
View Only Access—Support
Center is unique in the industry in providing view only access to the
desktop and application. TSR can limit it’s access to view only and let
customer make necessary changes with visual help via annotation from
TSR.
Secure Network—Support
Center operates over the WebEx Interactive Network (WIN), a global
network designed to deliver secure, reliable, real-time communications
services. The WIN consists of protected servers located in highly
secured data centers around the world. It is monitored 24 hours a day, 7
days a week, 365 days a year from the WebEx Network Operations Centers
located in our Silicon Valley, Denver and London facilities to ensure
security and reliability.
Strong
Encryption—None
of the data during a Support Center session is sent in clear text. WebEx
uses a proprietary encrypted data format for transmitting data to and
from clients to the WebEx servers. For maximum security, Support Center
can be used with the option of securing all data transfer with 128-bit
encryption using Secure Sockets Layer (SSL), which is the leading
Internet standard for securing sensitive data communications. With SSL,
all data transferred during support sessions is encrypted using 128-bit
encryption to deter third parties from accessing this data during
transit.
Firewall Friendly—Support
Center is firewall friendly and can work through port 80 (port 443 for
SSL) – the standard port for HTTP based communication. These ports are
already configured to permit traffic in almost all firewalls used by
companies of all sizes. This means no additional ports need to be opened
in the firewalls. Competing solutions require additional ports to be
opened which can severely compromise the security of corporate networks.
No IP Address Reveled—
TSR doesn’t need to know IP address of customer’s machine. There is no
direct connection between TSR and customer’s computer.
File-Transfer with
customer’s permission-TSR
can transfer file to and from customer’s machine with explicit
permission from customer for each file transferred.
Recording-Customer can request TSR to
record whole session as an additional measure of security. Recording
shows all actions taken by TSR during a session.
TSR Authentication—TSRs
have to provide a valid user-name and password to login to the web
server before accessing any of the features of Support Center. This
prevents unauthorized persons from using Support Center. The contact
center manager can manage the user-names and passwords using a simple
browser-based interface.
Print and fax this entire page to:
FAX – 770-448-5724
Attention: Visix
Technical Support Team
Remote Access
Security Acknowledgement
Customer acknowledges
that Visix’s ability to provide timely and effective Maintenance Services
is dependent on and subject to Customer's provision, at its expense, of
such necessary assistance as Visix requests, including without limitation:
(i) providing remote access to server running AxisTV software, AxisTV
Lite, Connect and Multipoint Servers and Channel Servers or Players.
Client Company Name
Client Acknowledging
Signature of
Acknowledgement
Date
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