WHAT TECHS CAN (OR CANNOT) DO IN A REMOTE SUPPORT SESSION CAN MAKE OR BREAK YOUR COMPLIANCE

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While every industry needs to keep an eye on security, when your business is in a sensitive and highly regulated industry like healthcare or finance, compliance is always a top concern. How can you ensure your support operations don’t jeopardize your efforts to stay compliant with HIPAA (Health Insurance Portability and Accountability Act) and GDPR (General Data Protection Regulation) and other regulations around PII (personally identifiable info) and PHI (personal health info) – especially when providing support is all about accessing and controlling end user devices? It starts with permission-based remote support. You want (and need) to ensure that your remote support solution provides full permission based functionality, meaning your end user is in control. In a (highly secure) session, your end user should provide explicit permission for any action the agent takes on their device. You also want to ensure that your techs have access to what’s needed to get the job done – and nothing more.

 

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