Remote Support Services

The Vendor is required to provide remote support services for include: 
- Features
•    Ability to remote into unmanaged machines: explain the process and technical requirements for connecting to unmanaged devices
•    Ability and ease to jump to manage machines: explain the process and technical requirements for connecting to manage devices.
•    Platform support for windows and macros: list supported OS versions and highlight any feature differences.
•    Screen sharing and remote control: the screen sharing and remote control capabilities.
•    Ability to elevate on windows: privilege elevation is achieved. 
•    Explain consent requirements, security controls, and any related audit and logging.
•    Ease of packaging and deploying: provide documentation on packaging formats and deployment methods. Provide guides for mass deployment.
•    Support for multiple screens or screen switching: explain how the system handles multiple monitors during screen sharing and remote sessions.
•    Real-time chat: the in-session chat feature, including logging and retention policies.
•    Multiple agents in session or the ability to transfer the session: explain how sessions are transferred or how multiple agents can join. 
•    Provide any limitations.
•    Custom links or branding customization for u-m: available branding and customization options, with written examples or screenshots if possible.
•    Controlled buttons (e.g., ctrl+alt+del, restart, user lock out): list system commands available to remote agents, and explain how they are triggered.
•    Unattended access: explain the process and technical requirements for connecting to unattended devices. 
•    Any limitations or prerequisites.
•    Transferable sessions between technicians: explain session transfer between agents, including how session state is preserved.
•    Session auto-reconnects after agent and customer-triggered restart: describe the session auto-reconnect feature and under what conditions it works.
•    Tagging and organization of devices: explain how devices are tagged, grouped, and organized within the platform.
•    Ability to annotate or highlight the screen: annotation and highlighting features available in remote sessions.
•    Adapts support for windows and mac differences: provide written documentation describing how the solution adapts to OS-specific workflows or UI differences.
•    System information: list system information available to remote agents, and explain how it is presented and exported.
•    Application interface vs. web console: both interfaces, outline differences, and provide documentation on limitations.
•    Cross-platform support (Linux, android, iOS): list supported features for Linux, android, and iOS. 
•    Provide comparison documentation and note any limitations.
•    Multiple concurrent sessions: explain the limits, configuration, and management of multiple concurrent sessions.
•    File transfer: file transfer capabilities (including encryption, types, and size limits). 
•    Ease of navigation: include information on user interface principles, learning curve, and any features that support intuitive use.