Comments in-line... Kurt
On Mon, May 2, 2016 at 4:08 PM, Sean Martin <seanmarti...@gmail.com> wrote: > Sounds like the install base of your product is growing large enough to > warrant a single remote access solution. If only we could make it so - the method of initiating contact (VPN client, etc.) are dictated by the customers. > What kind of activities are > performed by your Support personnel? Our support staff troubleshoot and configure complex systems, which range from Computer Aided Dispatch systems to various Call Taking systems. > Are they able to access the remote > sites without coordination from the customer, or does it usually require a > resource to activate and monitor the remote connectivity? The customer opens a ticket, any time, night or day, and we reach out and touch their systems - almost never is the connection set up by the customer staff opening the ticket. > If the latter, sounds like you'd be better served by hooking up with WebEx, > GoToMeeting, etc., so you have a single mechanism for providing remote > support. > > If that doesn't work, there are other remote connectivity solutions that are > more "agent" based that would support wake-up functionality, so your support > personnel could access the endpoint without on-site coordination (if the > customer allows). Customers don't allow. These systems are usually in the Public Safety space, and are extremely paranoid in many cases. I don't really have a problem with that. :) > IMO, I'd start pushing for a single supported solution for future > deployments rather than relying on the customer's current capabilities. We > work with a couple of software vendors that require the deployment of their > remote access software for support. This is not likely to happen - see below. > Since you're dealing with multiple OS', you may have difficulty identifying > a single solution to manage all of your patching, AV, software update > requirements. The support workstations will be standardized, once I provide them with a solution. Even now, they are all Windows. The customer equipment, however, is often a mix of Windows and embedded devices, usually CentOS. Support staff use a range of tools, including Putty, PCAnywhere, software developed by us, etc. > You might need to look at something like Puppet that would > allow you to automate various tasks against varying OS', but that would > probably require a significant amount of scripting on your part. > > Just my .02. >
