We have moved from Team Viewer to Bomgar
The Gasboy Technical Support Assistance Center relies on remote access at times to properly diagnose reported issues. Remoting into a customer’s or technician’s PC can help save time in troubleshooting an issue that may otherwise take longer to determine the root cause. Being able to view the system directly eliminates the possibly of misdiagnosing the problem or having any misunderstandings of the issue due to terminology variations used to explain the issue.
Gilbarco is in the process of being certified under PCI DSS 3.2 as a Service Provider for Remote Helpdesk operations. Infrastructure is being deployed currently, with a plan to be certified certification by April 2019. As part of the certification program Gilbarco is making several changes to the support process and tools used for customers.
How does the change affect Gasboy and our ASC's? There is no more Team Viewer use. We are now using Bomgar for remote access.
Why? Compliance requires our Service Department to have all remote assistance managed through a VDI session and then connect to the customers VPN or computer. All data used for and during remote access will be stored and managed in the VDI environment through secure share network drives. This will help eliminate the concern of sensitive data be stored in a non -secure environment. The Service department has moved to the Bomgar remote control application where Gilbarco will have a dedicated server to support that program.
Gasboy wants your team to be aware that Team Viewer will not be a supported means for remote access.
