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Features
Security

Remote Support Security for Business

HelpU encrypts data with AES 256-bit and protects sessions with SSL. Here is what a corporate security review needs.

How a remote session is established

A session starts only after the customer enters the credential. An agent cannot connect on their own.

1

Agent opens a session

Opening a standby connection issues a passcode (up to 5)

2

Share with the customer

Send the dedicated or shared access page URL and the passcode

3

Customer enters it

Click-to-connect, or a 6-digit passcode

4

Connect and log

The session is logged from the moment it starts

Encryption across the whole path

Data and session are each encrypted across agent, server and customer.

AreaWhat is applied
Data encryptionData is encrypted with the AES 256-bit standard algorithm in transit.
Session encryptionSSL encrypts the network leg, protecting sensitive information from sniffing and similar threats.
Key generationThe RSA key is generated client side and the AES key server side. After initialisation, all data is encrypted with the AES key.
CoverageBoth the agent leg and the customer leg carry AES data encryption plus SSL session encryption, end to end.

Access credentials are single-use

Randomly generated

The access passcode is generated at random every time. There is no fixed password.

One connection only

A passcode admits one connection, so arbitrary reconnection is blocked by design.

Expires on its own

A passcode is discarded automatically after a period of time, preventing accidental access.

Choice of method

Each company chooses between click-to-connect and 6-digit passcode entry, and can change it later.

Separated privileges, customer control

Admin IDs cannot run sessions

An admin ID manages agent accounts, settings, history and statistics only. It cannot perform remote support.

No concurrent agent logins

Logging in with an ID already in use shows a warning; a forced login ends the earlier session.

The customer can stop control

The customer can revoke control so the agent can no longer operate their PC.

Only the customer opens the session

The session opens only when the customer enters the passcode or clicks the number.

Corporate firewalls and session records

AreaDetail
Private networksConnections work inside private networks.
If your organisation blocks itOur support desk provides the firewall details so you can request an allowance from your IT team.
Agent data loggedID, name, IP, computer name
Customer data loggedIP, computer name, OS
Session data loggedStart time, end time, duration
StatisticsRecords and statistics by agent, period and month (viewed with an admin ID)

Security FAQ

Select a question to open the answer.

Can an agent connect without the customer agreeing?
No. The session opens only when the customer clicks the number or enters the 6-digit passcode themselves. The passcode is randomly generated, usable once, and expires after a period of time. Even once connected, the customer can revoke control.
Can several people share one agent account at the same time?
Agent IDs cannot be logged in twice. A second login shows a concurrent-login notice, and forcing it closes HelpU on the first agent PC. If a session was running, the customer viewer window closes with it.
What runs on the customer PC during a session?
There are two methods. The executable method runs the program each time a session starts and works even where ActiveX is blocked. The ActiveX method is run once and then starts automatically. HelpU ships with the executable method and can switch on request.
Where are transferred files and screen recordings stored?
Files sent to the customer PC go to Public Documents\HelpU\Downloaded Files, captures and recordings to My Documents\HelpU\Screen Capture on the agent PC, and chat logs to My Documents\HelpU\Chat. The locations are fixed, so files can be traced; retention and access follow your own internal policy.
What should we do if a 'proxy server settings' notice appears?
In most cases a security policy is blocking the connection. Beyond proxy settings, an IP or port may be closed, so please contact your security team or our support desk.
Our organisation has blocked the remote support site. What now?
The service cannot run unless the basic network conditions are met. Contact our support desk and we will provide the firewall details so you can request an allowance.
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