Security - I’m OnCall Remote IT Support & Help Desk Software

Secure Data Center Technology Hosting

Our data centers are located at facilities that provide 24-hour physical security, redundant electrical generators, redundant data center air conditioners, and other backup equipment designed to keep servers continually up and running. The network perimeter is protected by multiple firewalls and monitored by intrusion detection systems.

256-bit SSL Data Encryption

The I'm OnCall Help Desk Software uses 256-bit SSL encryption for each remote IT support session, to ensure customer privacy and data protection. This is the same level of security utilized by most Internet banking institutions.

Existing Network Security Settings Maintained

The I'm OnCall Help Desk Software does not require any firewall ports to be opened on either the technician's or the customer's PC or Mac. It utilizes already open ports 80 and 443, which are used for web browsing. This ensures that there are no holes punched in either the technician's or the customer's security perimeters.

User Authentication

Technicians can only login to the I'm OnCall remote support service with a valid user name and password. Upon their login, their entire session is encrypted with 256-bit SSL. If their authentication information is incorrect, the I'm OnCall remote support service will reject their login. 

Remote Control of Customers PC Requires Permission

Technicians cannot access their customer's PC or Mac unless the customer has expressly granted permission. The customer is required to first download a small applet, and then click "Yes" when asked to grant permission. If the customer refuses to do either, the technician's remote access will fail.

Temporary Customer PC Access

Remote support session access connection is automatically dismantled at the termination of a remote support session to ensure technician cannot re-access the customer's computer.

Customer Option to Terminate a Remote Session

At any time during the remote IT support session, the customer or technician can terminate the remote access session by clicking the Terminate tab. Once the remote support session has been terminated, the remote access connection is automatically dismantled to ensure that the technician cannot re-access the customer's PC without their permission.