LAITS uses a program called Beyond Trust to provide remote support to Mac computers. Beyond Trust is an application that allows support staff to remotely access a user’s computer while following industry-standard protocols to prevent unauthorized access. In particular, we are using Beyond Trust as our standardized tool as it provides central logging of our support technicians' access to our customers computers.
In order to run Beyond Trust on newer Macs, the following settings need to be manually enabled in System Preferences:
Navigate to System Preferences > Security & Privacy
Click on the Privacy tab, and ensure “Remote Support Customer Client” is checked.
Please note: The application is given permission to record the content of the screen, which may seem alarming. We specifically chose Beyond Trust because of its adherence to industry-standard Privileged Access Management controls. Specifically, the software limits access only to a limited set of users, and creates a log of any remote access to computers. Our internal policy is to prohibit remote access to a customer’s machine when the user is logged in without getting their permission.