Managed Services

Remote Care

Lincoln Remote Care is a web-based solution for attended remote support. Once Lincoln is connected to a user’s workstation or server, we have a set of reporting and incident resolution tools for problem remediation. These tools give us the same capabilities as if we were sitting in front of your workstation/server. As long as both the technician and the customer have a working connection to the Internet we can connect and take action. All remote support provided is with the explicit consent of the customer.

Lincoln Rescue access is completely secure. It is customer initiated and controlled and all connections are encrypted. Service addresses common security concerns as follows:

• There is no need to open any extra ports on your corporate or personal firewall, as all communication between the technician and the customer’s PC make use of the standard web protocol (HTTP).


• An encrypted connection is established between technician and customer, using established Internet protocols (256-bit SSL).


• Support sessions are initiated by the customer: a technician cannot examine a customer’s PC without being invited to do so by the customer.


• Once the support session has ended, all access rights to access the customer’s PC are removed.


• The technician management model makes it possible to limit specific support sessions to certain technicians. For example, support requests from certain users having critical data on their PCs could be offered only by senior support technicians.


• Sessions can be recorded to provide a trail of a technician’s actions.


• An MD5 hash is calculated and recorded for each file transfer. The hash is shown in the Chat Area on the Technician Console and on the customer’s PC. It is also included in the session log. Generating an MD5 hash makes it possible to easily check whether a file sent to a customer’s PC has been changed.


• Nothing is permanently installed on the customer’s PC. A small Applet is downloaded when the session starts and is removed when the session ends.