FAQ: Remote Server Access Agreements

What is a Remote Server Access Agreement (RSAA)?
Commonly, it is required for SmarterTools support to access a server remotely in order to resolve an issue. To protect SmarterTools and the customer, we have implemented an agreement, known as an RSAA, that allows the customer to provide us remote access, and also revoke this access.

How do I give SmarterTools remote access to my server?
You will need to complete the RSAA to provide SmarterTools remote access to your server. To invoke a RSAA, follow these steps:
  1. Log in to the SmarterTools Portal at http://portal.smartertools.com.
  2. Click the Account Management tab.
  3. Click Technical Support.
  4. A list of your support incidents will display. Click Server Access Agreements.
  5. In the lower right, click Add Server Access.
  6. Read the agreement carefully. To agree to this, select the checkbox next to 'I ACCEPT THESE TERMS AND CONDITIONS', and click Next.
  7. Fill in the fields requested. NOTE: Any remote connection type that requires interaction, such as GoToMeeting, requires a phone ticket. It is also required that you select a ticket for the RSAA to apply to.
  8. Click Submit.
  9. Once you submit the RSAA, please reply to the open ticket to confirm that the RSAA has been completed.
How do I remove SmarterTools' remote access to my server?
To revoke a RSAA, you must close the support ticket. Please see these steps below:
  1. Log in to the SmarterTools Portal at http://portal.smartertools.com.
  2. Click the Account Management tab.
  3. Click Technical Support.
  4. Click View Tickets.
  5. Click the subject of the ticket the RSAA is tied to that you would like to revoke.
  6. Click the Actions menu and then click Close.
  7. You can choose to enter an optional comment that will be added onto the ticket, then click Close.
This will close your support case and revoke the RSAA.

Article ID: 1718, Created On: 5/19/2011, Modified: 1/16/2012

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