With the remote service standard configuration the Support Center can at all times access the system and perform its work without any assistance or permission from the customer.
You can adjust the remote service configuration to your security criteria (e.g. lock or open the service access).
The SE Manager provides all the functions you require to administer the service access. You can change the service access and the usage of the shadow terminal at any time (lock it or open it with different settings). You can observe the work the service engineer performs, participate in it or have yourself guided by the engineer.
Irrespective of the access setting, you receive information on the current Teleservice sessions (name of the service engineer and access type) and the current status of the AIS agent.
Security-relevant actions
Change the Customer Support access:
The following settings are possible for the service access of AIS Connect:
Access permitted, without shadow
Customer Support obtains access to the system at all times and does not need to inform you to do this. No shadow terminal is available to track the activities of Customer Support.Access permitted, shadow possible
Customer Support obtains access to the system at all times and does not need to inform you to do this. A shadow terminal can be opened to track the activities of Customer Support.Access permitted, shadow mandatory
Customer Support obtains access to the system only if you open a shadow terminal beforehand. You can track the support activities on the shadow terminal.Access not permitted
Customer Support obtains no access to the system.
Change the AIS proxy configuration:
If the internet connection is established via a proxy server, the IP address of the proxy server, the port number and, if required, the account and password for the proxy authorization are entered in the AIS proxy configuration.
If your proxy server configuration changes, you must adjust the AIS proxy configuration accordingly. You must adjust the firewall settings on the proxy server. Only if you do so is serviceability retained.
You execute the specific actions in the SE Manager as administrator or shadow terminal operator (not AIS proxy configuration). The functions are provided in the Remote Service tab under Service -> Units [<se server> (SE<model>) ->] <unit> (MU).
In a multi-MU configuration, you have to perform the same actions on each MU!
A description of how you work with the shadow terminal is contained in the section “Managing the service access” in the “Operation and Administration” manual [2].