Q: What is the SecureLink VSN™ & how does it work?
A: SecureLink VSN™ is a Virtual Support Network solution made by Enexity. SecureLink VSN™ is specifically designed to help enterprise software companies deliver more secure and effective remote support to customers in high security environments.

Using SecureLink VSN™ is simple and secure. The customer (hospital, bank, etc.) controls a small piece of software called a Gatekeeper. The Gatekeeper controls all of the rules of a remote connection: when access is available, who can connect, what services can be accessed, etc. The Gatekeeper makes a connection from the customer's network to the software vendor's SecureLink VSN™ server, typically housed in the vendor's DMZ. The SecureLink VSN™ server brokers the remote access for the support technician, authenticating the user, enforcing the rules defined by the customer and recording a detailed audit (for both the company and the vendor) of what actions were taken by each individual user.

Q: How will SecureLink VSN™ help my company?
A: SecureLink VSN™ increases the effectiveness of your support operations in three important ways:

1. With on-demand access to customer systems, your technicians spend more time diagnosing and repairing issues and less time negotiating remote access.
2. With a unified approach to remote customer connectivity, your IT staff will eliminate the time it spends today configuring and managing VPN connections, site-to-site networks, RAS pools and various other connectivity solutions.
3. SecureLink VSN™ includes powerful tools to help your technicians do their jobs more effectively. These include desktop sharing, FTP and command line utilities. In addition, support technicians enjoy native connections, with full access to their own network and tools, plus the ability to connect to more than one customer site at once.

Q: How will SecureLink VSN™ help our customers?
A: SecureLink VSN™ removes the burden of the support process from the customer by eliminating the need to acquire and transfer log files, manipulate firewalls, administer VPN accounts or surrender control of their PC during a desktop sharing session. The SecureLink Gatekeeper puts the customer in complete control and maintains a detailed audit of all system activity at the individual user level. In short, SecureLink VSN™ enables the customer to get their issues resolved more quickly without sacrificing security.

Q: Will our customers let us use SecureLink VSN?
A: If your customers allow any form of remote access, they will most likely embrace SecureLink VSN™. Our team of Customer Success Managers will work with you to introduce SecureLink VSN™'s. capabilities and help you explain the significant benefits over VPNs, desktop sharing and other forms of customer connectivity.

Many of your customers are probably already using SecureLink VSN™ with their other software vendors. More than 10,000 organizations rely on SecureLink VSN™ for support of their enterprise software applications. SecureLink VSN™ has been reviewed, approved, and is in use by companies in high-security industries, including healthcare, financial services, government, legal, life science, manufacturing and other secure industries.

Q: What other software vendors use SecureLink VSN?
A: SecureLink VSN™ is used today by leading enterprise companies in healthcare, financial services, government, legal, manufacturing, pharmaceutical and other highly regulated industries. Contact us for a reference matching your industry and use case.

Q: Why is SecureLink VSN™ better than desktop sharing solutions?
A: It depends. There are three desktop sharing scenarios, two of which are absolutely inappropriate for the support of enterprise software.

Desktop sharing scenario #1- If supporting an attended PC desktop, desktop-sharing solutions are an excellent choice. The remote user can control the keyboard and mouse, while the user sees the activity on their monitor.

Desktop sharing scenario #2- The application requiring support is running on a Windows server, frequently in a data center. Here, desktop sharing can be used by accessing the Windows server and launching the desktop sharing session. However, this requires access to the machine itself and for someone to attend the session. Frequently, a session is left unattended while the remote user controls the server without supervision. In this case, the remote user is also logged into the machine as another user. For this scenario, a much more secure and effective strategy is RDP over the SecureLink VSN™. The customer can enable access for the support technician, who can log in with an appropriate account and have full access to RDP. The customer can manage the RDP logins on the Gatekeeper without sharing the credentials with the support technician. These RDP sessions can be closely controlled and a video file stored locally for audit purposes.

Desktop sharing scenario #3- The application requiring support is running on a server which is inaccessible to the outside world. In an effort to get an issue resolved, the customer surrenders control of his PC, allowing the support technician to “backdoor” into the server. Using the customer's PC as a proxy and borrowed credentials to access the server, the support technician may address the issue, but violates the security policies of virtually every organization and exposes the software vendor to a litany of legal, ethical and compliance issues. In this scenario, SecureLink VSN™ is a truly superior solution to desktop sharing, giving the customer the control & audit they desire without impeding the business user from having issues quickly resolved.

Most enterprise software companies require access to servers (scenarios 1 & 2) with a smaller need to occasionally view and control desktops. SecureLink VSN™ gives the flexibility to address both needs.

Q: Does the Gatekeeper have to be integrated with our application and will there be any conflicts?
A: No integration is required. The SecureLink VSN™ Gatekeeper runs as a separate service (about 3K) and requires virtually no system resources.

Q: How can we access a customer's system without opening a hole in their firewall?
A: Since the customer's Gatekeeper initiates the connection to the SecureLink VSN™ server from inside their network out to the vendor's SecureLink VSN™ server, there's never a need to open a hole in a firewall. If the customer has any connectivity to the internet, the customer can use SecureLink VSN™.

Q: How does the customer control what rights we have on their network?
A: With a simple interface, the customer can configure access as narrowly or broadly as the customer deems appropriate. This may be as restrictive as read-only access to a single directory folder. Additional services can be added on demand, as necessary.

Q: Can our support technicians access SecureLink VSN™ when they're not at the support center?
A: Yes. SecureLink VSN™ access can either be configured to allow service engineers to connect remotely or access can be restricted to within your network. Valid credentials are always required to access SecureLink VSN™.

Q: Can SecureLink VSN™ be integrated with our Active Directory / LDAP server?
A: Yes, SecureLink VSN™ can be integrated with Active Directory or LDAP so the support technician can use their own credentials to log into SecureLink VSN™.

Q: Can more than one service engineer work with one customer at the same time?
A: Yes. Since SecureLink VSN™ is a network connection, multiple support technicians can perform multiple tasks at the same time.

Q: Can the customer see what's being done in real-time?
A: Yes. SecureLink VSN™ has both real-time monitoring and historical audit capabilities. If desired, the customer may export the session audit logs to a syslog server or other data store.

Q: Do we get an audit of what happened during the connection?
A: Yes. The session audit is stored on both the customer and the software vendor side. Optional integration with CRM systems allows SecureLink audit information to be tied to specific customer records and case IDs.

Q: Can a customer enable us to have access at any time?
A: Yes. The customer can choose one of three modes for access: 1) Manual access, which enables access for a set period of time, such as 2 hours or 3 days, 2) Anytime access, which enables access at any time and 3) Scheduled access, which enables access during a scheduled interval, such as Monday – Thursday from 8:00 – 6:00 and Friday from 8:00 – 4:30.

Q: Will our customers know when we're connecting?
A: Yes, if they've enabled the connection notification feature. The customer can enter one or more e-mail addresses which are sent a notification every time someone connects. This e-mail can be configured to include relevant information, including the technician's name, the machine being connected to and the support ticket number.

Q: What operating systems do you support?
A: Access can be enabled to any TCP-based network service. The Gatekeeper runs natively on Windows, Solaris, HP-UX, AIX, Linux and other operating systems.

Q: Is SecureLink VSN™ compliant with HIPAA, Gramm-Leach Bliley, PCI, FIPS, CJIS or other industry specific security standards and regulations?
A: Products themselves can't be compliant with any regulation. It's the proper implementation of a product like SecureLink VSN™ that achieves compliance. Each of the regulations listed above has unique language, but all of them have the same principles: protect the privacy and security of information with well defined procedures and a detailed audit trail. SecureLink VSN™, properly utilized, fully meets the most stringent interpretation of each of these regulations, and more importantly, the purpose for which they were enacted.

Q: We have some customers that force us to use their VPN. How is SecureLink VSN™ similar to, or better than a VPN?
A: SecureLink VSN™ is similar to a VPN in that it enables access to network resources from a remote location. However, the SecureLink VSN™ offers your customers additional levels of security, control and audit with less effort and infrastructure. With a VPN account, it's typical for more than one support technician (sometimes hundreds) to share a single login, making accountability and compliance impossible. A high security environment may attempt to issue individual VPN accounts and key fobs to each individual requiring access, but these overly burdensome policies don't typically last very long when the support technicians must provide a drivers license, social security number, etc. Additionally, unless the software company provides a daily list of the support technicians who have been hired & fired, it's impossible to be certain if an account should still be active. Since SecureLink VSN™ authenticates the support technician against her own Active Directory (or LDAP) account, these issues disappear and the customer knows what was done on an individual user level. SecureLink VSN™ also offers built in tools, an easy interface, access scheduling and a more detailed audit trail than a typical VPN.

Q: How do you charge for SecureLink VSN?
A: We charge an implementation fee plus an ongoing subscription fee. Implementations generally range from $2,500 to $25,000 and subscription plans start at $395 per month, including support, maintenance and upgrades. The most basic implementation is a hosted SecureLink Server with remote training for your support technicians. More complex implementations include dual on-site servers, customized on-site training and integration with CRM and authentication systems. Subscription fees are based on ongoing utilization, so Enexity always has a vested interest in the success of your rollout!

Q: Can you host the SecureLink VSN™ server for us?
A: Yes. Most of our software vendor partners have elected to have the SecureLink VSN™ server at their support center for maximum speed and control, but we can host the SecureLink VSN™ application on your own dedicated server in our data center.

Q: How long has Enexity been in business?
A: Enexity was founded in 2002 to specifically address the challenge of remote support & service of enterprise software applications.

Q: Can you integrate with our CRM system?
A: Yes, SecureLink VSN™ can be easily integrated with just about any CRM system, including the ability to connect to a customer directly from the CRM application and the ability to exchange information about sessions, ticket numbers, resolutions, etc.

Q: How can I contact Enexity?
A: Fill out our contact request form, call us at 512-637-8700 or 866-ENEXITY or visit us online at www.enexity.com .