Services
& Support

SecureLink Remote Access FAQ

SecureLink Frequently Asked Questions

How can we be sure to avoid unauthorized access?
Each connection is initiated by the customer, never from an outside username and password. Essentially, you’re securely tunneling into InterSystems to allow us to support you. Each session (by default) requires a one-time key generated by InterSystems and entered by you. This key is good for a single use, and you must authorize each session. You may disconnect a session at any time.
What if I don’t want to initiate a connection each time?
By default, for security reasons, SecureLink sessions are good for one time only. However, at your request, InterSystems can generate a Permanent Key which will be used to allow us to access your system over a specified period of time (like a critical weekend support issue) or indefinitely. You can still control who accesses your system and what they have access to, and a full audit is created for your records.
What level of access is granted to InterSystems?
The service engineer can access only services you permit, which can be defined at a very granular (port) level. For example, you can restrict access to read-only on a particular directory. For more complex issues, the service engineer may request access to additional ports, like diagnostic services and databases, but you’re always in complete control of access.
Do we need to install the component on multiple servers?
No. The component only needs to reside on a single server. The only caveat to this is that the server should have client access to all other servers that may require support.
Do I have to poke a hole in my firewall?
SecureLink requires only basic outbound Internet access via Port 80. It is never necessary to poke a hole in your firewall to allow inbound network traffic.
What level of encryption do you use?
SecureLink uses 128-bit industry-leading encryption.
Is there an audit trail?
A full audit trail is left behind with every connection. Additionally, an active report of all activity is generated, so you can monitor InterSystems access in real time.
What if I have a problem at the desktop level?
SecureLink has desktop sharing built in, so it won’t be an issue.
How do I end a connection?
A connection is ended simply by clicking a disconnect tab created when a SecureLink session is initiated.