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Frequently Asked
Questions About Security and Privacy
What TCP/IP ports are used by OpSession?
The following IANA registered ports are used by the OpSession components
when the SupportNow Server is installed outside the firewall. This
is the case when the support is given by a software vendor:
- Outgoing ports 80 and
3303 (or 3307).
Can
the connection ports be changed from the defaults?
Yes. The connection ports are fully configurable.
Will
my company need to make changes to its firewall?
If the support is given by a software vendor, in most cases you
will not need to make changes in your existing firewall policies.
All that your system administrator will need to do is:
- Allow outgoing connections
from to the SupportNow Server on ports 80 and 3303
or 3307.
What
if the user's organization uses a proxy server to exit their
firewall?
OpSession seamlessly works with the organization's SOCKS proxy server.
During the installation process, OpSession searches for a proxy
server and configures itself independently. If the organization
uses one and this cannot be found automatically, the proxy details
can be easily preconfigured into the installation files.
Who
controls what information is being sent to the SupportNow Server
from the end user’s machine?
The support organization specifies through the SupportNow Builder
what information they require. This falls under 4 categories:
- Fields to be filled in
by the end user.
- Predefined data.
- System attributes.
- Files and registry keys.
The end user can choose
not to fill in fields and not to send specific files and registry
keys. In any case, the end user controls the information that is
actually sent. However, limited information may be specified as
"Hidden from the user" by the support organization.
Who
controls what access the Support Representative has to the end user’s
machine?
The end user specifies whether to grant the Support Representative
read-only or full access to his machine. This setting can be specified
as both a default setting and changed in mid-session. In addition,
the end user controls whether the Support Representative has access
to a single application or the entire desktop.
Can
end-users leave viruses on the SupportNow Server?
No. The calls are sent as data to the SupportNow
Server. Even if an infected file is sent as an attachment, it is
not executed by the Server.
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