Approved Methods of Remote Connections for Tyler Support

How can clients and Tyler support representatives connect together?

• Bomgar

• BeyondTrust

• Jump Client

• Representative Console

• LogMeIn

• VPN

• Remote Desktop

• Remote Connection

• Screen Share

Informational

BeyondTrust Remote Support (Bomgar) - Commonly used by technical support teams

• Attended sessions

  • Requires the Tyler support representative to generate a session that is valid for a limited time to initiate the connection (max of 4 hours)

  • The session link and/or session key is then shared with the desired recipient

  • The remote connection will begin once the recipient has initiated the session

  • The remote connection is temporary and can be ended at any time

  • Requires Tyler employees to log into BeyondTrust using their Tyler credentials with two factor authentication

  • Activity is logged including who logged into where, when and for how long, as well as what was done during this connection

• Unattended sessions

  • Utilizes a BeyondTrust jump client, which is a small executable installed on a customer’s server

  • Allows authorized individuals access at any time into the customer server, as long as the jump client is online

    • Requires client specific credentials which are only accessible by authorized individuals

  • 100% of the connection traffic is between Tyler and the end client. There is no use or need for a 3rd party service to facilitate the connection (such as Citrix)

  • If you would like to have the unattended jump client installed on a server, please contact Tyler Systems Management Support or log a case via the Online Support Client Portal

LogMeIn - Commonly used by software support teams

• Attended sessions

  • Requires the Tyler support representative to generate and share a session PIN code for the customer to enter at https://www.logmein123.com

  • The remote connection will begin once the recipient has initiated the session

  • This remote connection is temporary and can be ended at any time

In certain circumstances, additional applications can be used:

• Teams

• GoToMeeting 

What about using a customer's instance of BeyondTrust (Bomgar) Instead of Tyler's?

• Tyler staff CAN connect via a client's Bomgar instance using a one-time connection, as long as it does not require the staff member to install software on their PCs or use an additional login

Limitations

• Tyler staff are not permitted to use any connection method that requires them to install additional software on their PCs

• Tyler staff are not permitted to use any connection method that requires an additional user account to be created for them to connect to their system.

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