Why the server runs on your hardware

Remote support software is unusually privileged. It can watch any screen, drive any
keyboard, move files on and off any machine, and run scripts across the estate. It
is worth being deliberate about where something with that reach lives.

Ours installs on your own servers. Not because hosted software is wrong, but
because for this particular category the trade is different: the data passing
through it is every screen your staff look at, including the ones with payroll and
patient records and contracts on them.

What that changes in practice

Sessions do not leave your network unless you choose a route that takes them out
of it. When an engineer connects to a machine on the same site, the connection can
go directly between the two rather than out to a relay and back – which is faster,
and also means the pixels never leave the building.

Your audit trail is in your database, on your hardware, under your retention
policy. When somebody asks who connected to a machine in March, the answer is
yours to produce and does not depend on anybody else’s log retention.

Agents authenticate, and so does enrolment

An agent does not simply announce itself and get adopted. Enrolling a machine
requires a secret that is written into the installer, and re-registering an
existing machine requires that machine’s own token. Without both, anyone who could
guess a hostname could claim to be one of your PCs.

Every agent channel is encrypted with a key issued to that device and to no
other.

Licensing without phoning home for permission

The licence is a signed file your server holds. It checks in to report what it is
using and to collect a renewal, but a network problem between you and us does not
stop your engineers working – the file it already holds stays valid until it
expires on its own terms.

Software that stops working because a licence server was unreachable is software
that has made its vendor’s uptime your problem.