This article outlines the Customer Support Services provided by Admin By Request (ABR), a Software as a Service (SaaS) platform for Privileged Access Management (PAM). It defines service levels, escalation procedures, contact mechanisms, and expectations for support performance.
1.2 Scope
This article applies to all paying customers subscribed to the ABR SaaS platform.
1.3 Audience
This article is intended for:
Customers with an active subscription
Internal ABR support and service delivery teams
Auditors and procurement teams evaluating vendor support obligations
1.4 Related Articles
This article may refer to, and should be read in conjunction with, the following:
From the Admin By Request home page, click Download the Free Plan to start on a free plan. You can use the free plan for proof of concept without using trial-ware. If you need more licenses for proof of concept, please contact us.
How do I get in touch with an account manager?
When you request a free plan, you will get an email from us that you can respond to, asking any questions you might have.
If you did not receive an email, please use our contact details page (Contact Sales) to send us a message, and we will contact you.
How do I get started with Unattended Access?
Getting started with Unattended Access is simply a matter of enabling it in the portal:
To enable Unattended Access, log in to the Admin By Request portal and head over to Secure Remote Access > Settings > Unattended Access Settings.
Select Authorization in the left menu and, from the AUTHORIZATION tab, ensure that Allow Unattended Access is turned On:
Remote Support is based on the same gateway concept as the Unattended Access gateway, which is also part of the Admin By RequestSecure Remote Access product. It allows a just-in-time setup between the gateway and the endpoint by establishing a secure Cloudflare tunnel.
Once the tunnel is established, a just-in-time server session is created on the endpoint – allowing for screen sharing and remote control via the browser.
Once the session is terminated or expires, the tunnel and the server session are terminated, leaving the endpoint in the same state as before the remote support session.
The setup is fully cloud-based and does not require any on-premise setup besides what’s mentioned in the prerequisites:
Remote Support is part of the Secure Remote Access product by Admin By Request, that allows you to share screens and remotely control devices inside of your Admin By Request inventory, while using all of the well-known features of the Admin By Request ecosystem, such as: inventory, auditlog, settings and sub-settings, approval flows etc.
Remote Support allows either end users or IT admins to initiate a secure, just-in-time, remote support session – allowing them to share and control the end-user's device – and tear everything down once the session is done – eliminating any access points for bad actors.
This document covers getting started with Product Enrollment and Remote Support. It also describes key settings that can be administered from the portal.
Unattended Access is a feature of Secure Remote Access that allows you to connect remotely to your servers and network endpoints directly from your browser, using a lot of the well-known Admin By Request features like: inventory, auditlog, settings and sub-settings, approval flows, integrations etc.
The implementation of Unattended Access can use either a "Cloud" or an "On-premise" gateway, eliminating the need for VPN and jump servers, while still maintaining a secure and segregated setup.
