How can you ensure remote users have control over their data in support sessions?

Yes ideally true life operations only downside are the slow and has impact on the other end that needs human intervention as well as witness.

To choose a remote tool that implements necessary security protocols when initiating remote connections is essential, some required features should be to control remote users' access characteristics such as secure socket layer SSL data channels, to ensure that all information transferred to and fro cannot be intercepted by unauthorized online machines and networks. Tools that are frequently preferred by individuals, professionals and enterprises include Zoho Assist, Team Viewer and AnyDesk. Ability to grant or revoke permissions on a use-case basis and observe what is being done on screen is a professionally suggestion from a security point of view. Any software that is selected to this effect must be a consistent tool.

As a system administrator in a nonprofit, effective communication with remote users during support sessions, especially on our LMS platform, is vital. I prioritize explaining the session's purpose, scope, and necessary data access, ensuring to obtain explicit user consent before and during the session. Maintaining transparency, respecting user boundaries, and providing continuous updates are key practices. Concluding the session with a confirmation of resolution and a summary of actions reinforces trust, a critical aspect in our nonprofit's commitment to data security and user respect.

Some ways to be appropriately involved in a support session is employ the use of respectful and clear communication to explain the purpose and scope of the session, actions to take, necessary data access while asking for their approval before starting the session. Their boundaries and preferences should be respected. Regular feedback is also to be considered in the process of the session and thank them for the privilege to assist while confirming that the support ticket is resolved.

Prudence in resource utilization means that only the data and resources necessary to complete a support task should be used. A support personnel should not use or change any data, settings or install and run any software or scripts that do not concern the resolution of the actual matter in question, especially if they are not approved or requested for, by the remote user. To store or copy any data that is not essential to the support process and agreed on by the remote user is not recommendable.

In my experience, it is always better to - Document what is going to be done during the support session. why it is going to be done, out comes expected. - Get the customer to collect the data do not take control of the servers, guide the customer to ensure the steps are performed to the T. - Once data is analyzed ensure data is purged in accordance to data management guidelines. Confirm this to the customer. Ensure all details are captured in the notes/ ticket this serves as evidence of who did what and why and what was the outcome. Can be used the next time the issue comes up. Serves as proof in the event of any litigation,

Essential for accountability, documenting support sessions captures actions, timelines, and reasons, encompassing data/file interactions. A session summary seeks user feedback, while log analysis pinpoints errors, risks, and improvements. Precise documentation not only aids future reference but, in my experience, also safeguards both the user and support engineer in the event of issues, ensuring transparency and accountability during management reviews in customer meetings.

Absolutely, educating the remote user starts with detailing - Why we are performing the actions? - What are the expected outcomes? - What are the risks? Example -Why we are performing the actions? We need more debug data to get to the root cause - What are the expected outcomes? These debug flags focus on this particular object / action - What are the risks? With these verbose flags enabled you may see a 8-10% dip in performance. this simple step makes it easy for the remote user to understand the details as well as get necessary change management approvals