Question & Answer
Question
What kind of remote support are allowed from iGSC (IBM® Global Support Center) IBM i support center to a client?
Answer
The following methods are approved for remote support to a client's system.
Note: iGSC IBM® i support center has to approach any remote connection to a client's system and data with responsibility and an effort to minimize liability by using approved tools that are both secure and have audit tracking capability. The legal team at IBM® deemed that the current methods meet guidelines to minimize liability.
Microsoft Teams Meetings
Microsoft Teams is the primary tool currently used by IBM technical support engineers. This method/tool allows a client to share their desktop for an IBM i engineer to review and troubleshoot.
Other Web Conferencing or Meeting Tools
Other tools not listed are not approved from an IBM® privacy and security perspective. Under certain circumstances, an IBM i support engineer might need to join a client for a meeting. The engineer joins only as a guest and not register for an account. Discussion topics will be information owned or entitled to the client. If further assistance is needed such a desktop "take over", the IBM i support engineer will request that the meeting be switched to an approved, IBM hosted meeting tool such as Microsoft Teams. For some low level debug or critical situations IBM may require a more "direct connection" to a system but that will be handled and directed by a skilled support engineer as needed.
Note: For privacy and legal reasons, IBM support engineers are not allowed to participate in phone calls or web meetings that are being recorded. If documentation is required, it will be provided via email, case updates, or product documents.
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Document Information
Modified date:
03 September 2024
UID
nas8N1020544