SummitAI Service Management Help

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You may need to take control of the End User’s system to analyze the issues. Using the Remote Desktop feature, you can take remote control of the End User’s system to perform the requested activities.

The following are the various methods of Basic Remote Desktop Sharing:

In the E-mail Method, an e-mail is sent to the End User requesting for permission to access the computer. Once the End User gives permission, the Analyst can take control of the End User's desktop.
In the Stealth Mode, no permission is required from the End User to access the system. For Stealth Mode, the SummitAI Agent should be installed and running on the End User's system.
In the URL method, on the REMOTE DESKTOP SHARING page send Request to the End User and share the Remote Desktop URL and the Session Code over phone any other communication method (if mail is not working).

Figure: Remote Desktop Concept

There are two versions of Remote Desktop available in the SummitAI application.

Free Version (Basic): This is the default version of Remote Desktop application available for users. Both the End User and the Analysts should be within the same office network to use this feature. It is supported only on Windows Operating System. For more information on Standard Remote Desktop feature, see Basic Remote Desktop Sharing.
Paid Version (Advanced Remote Desktop): The End User and the Analyst need not to be on the same network. Additional features, such as Recording session and File Transfer are available in this version. The supported operating systems are Windows, Linux/Unix, and Mac. For more information on Advanced Remote Desktop feature, see Advanced Remote Desktop Sharing Guide. The Administrators need to configure the Advanced Remote Desktop Sharing options on the APPLICATION SETTINGS page (see: Configuring Application Settings in SummitAI Platform).

Both the versions of application are available on cloud and the information is encrypted in both the versions

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