NetSupport Manager

1. Planning and Preparation

• Define Roles: Decide which devices will have the “Control” component (for managing other devices), the “Client” component (to be managed), or both.
• Network Considerations: Identify your network protocol (such as TCP/IP) and ensure you have administrative rights on all target devices.

2. Installation

• Manual Installation: Run the NetSupport Manager setup on each device, choosing the appropriate installation type (Typical, Client Only, or Custom).
• Remote/Mass Deployment: Use the built-in Deploy Utility to install and configure NetSupport Manager across multiple computers remotely. This requires network access and administrative permissions.
• Automated Deployment: For large environments, installations can be automated using command-line tools or through Active Directory Group Policy.

3. Configuration

• Client Setup: Configure each Client with the Client Configurator, setting security options and network parameters.
• Connectivity Server (Gateway): If remote access over the internet is needed, install and configure the Connectivity Server. Set up security keys and operator accounts as required.
• Advanced Features: For high availability, set up clusters of Connectivity Servers for load balancing or failover.

4. Deployment and Rollout

• Push Updates: Use the Deploy Utility to roll out configurations and updates to additional devices.
• Testing: Verify that all components communicate correctly and that remote control features work as expected.

5. Training and Support

• Onboarding: NetSupport Manager includes free onboarding and training resources.
• Ease of Use: The software is designed to be intuitive, reducing the need for extensive training.

• Custom Installation:
  You can choose which components (Control, Client, Configurator, etc.) to install on each device, allowing you to tailor the deployment for different user roles, departments, or locations.

• Client Configuration:
  The Client Configurator tool lets you set advanced parameters, security options, and user credentials. These settings can be customized per device or user group and deployed across the network.

• Deployment Utility:
  The Deploy Utility enables remote installation, configuration, and updates on multiple devices. You can specify IP ranges, select target machines, and push custom settings, making it suitable for distributed or large-scale environments.

• Role-Based Permissions:
  NetSupport Manager supports role-based access controls, letting you restrict or grant features based on user roles or domain groups. This is ideal for organizations with varied access needs.

• Multi-Platform Support:
  The software works across Windows, Mac, Linux, Chrome OS, iOS, and Android, allowing you to customize deployments for your organization’s device mix.

• Advanced Feature Selection:
  Optional features such as scripting, session recording, file distribution, and Active Directory integration can be enabled or disabled as needed.

• Security Customization:
  You can configure security settings, including encryption, smart card support, and two-factor authentication, to comply with your organization’s security policies.

• Custom Branding and Interface:
  Options are available to create or remove desktop/start menu icons and to adjust user interface elements for easier navigation or branding consistency.

NetSupport Manager is designed to be transparent and cost-effective. Here’s a breakdown of typical costs:

• Setup Fees:
  There are no setup or implementation fees. Onboarding and initial support are included.

• License Fee:
  The software is sold as a one-time purchase, with pricing starting from around £10 per user. Exact costs are based on your organization’s needs and are provided as a tailored quote.

• Maintenance Costs:
  Annual maintenance is usually about 20% of the initial license cost. This covers software updates and ongoing technical support.

• Support Charges:
  Ongoing support and onboarding are included in the standard package, with no extra charges for these services.

• Subscription Fees:
  There are no ongoing subscription or third-party service costs for core features.

• Free Trial:
  A free trial is available, allowing you to test the software in your environment before making a purchase.

NetSupport Manager provides a robust range of training and support resources to help new users get started and maximize the software’s potential:

• User Manuals and Guides: Comprehensive documentation is available, including step-by-step guides for installation, configuration, and daily use.

• Video Tutorials: Visual walkthroughs and feature demonstrations are provided to help users understand and utilize key functionalities.

• Knowledge Base and FAQs: An extensive knowledge base and frequently asked questions section offer solutions to common issues and troubleshooting advice.

• Support Channels: Users can access support through multiple channels, such as phone, email, live chat, and user forums. These options ensure technical questions and general inquiries are addressed promptly.

• Onboarding Assistance: New users benefit from onboarding support, ensuring a smooth setup and transition into regular use.

NetSupport Manager is built with a strong focus on data security, offering the following features:

• Encryption: Communications between devices are protected with strong encryption, including up to 256-bit AES, to keep data secure in transit.

• SSL/TLS Certificates: The Gateway component can use SSL/TLS certificates (including custom or widely recognized certificates) to encrypt remote connections.

• Two-Factor Authentication (2FA): When connecting through the Gateway, operators can be required to use two-factor authentication, supporting time-based one-time passwords or push notifications for added security.

• User Authentication: The software supports multiple authentication methods, including local usernames and passwords, Windows NT authentication, Active Directory integration, and RADIUS authentication.

• Security Keys: Both the Control and Client components can be configured to require matching security keys, ensuring only authorized devices can connect.

• User Acknowledgement: There is an option to require the end user to explicitly accept a remote session before it begins, preventing unauthorized access.

• Event Logging and Auditing: All actions, including connection attempts and session activities, are logged for auditing and compliance.

• Access Controls: Role-based permissions and feature restrictions can be set to limit what different users and operators can do.

• Protection Against Exploits: The software includes protections against unauthorized changes and can block connections from devices that do not meet security requirements.

• Regular Updates: NetSupport Manager is updated periodically, with new features, security enhancements, and bug fixes introduced in each release.

• Update Notifications: Users are notified when updates are available, helping them stay current with the latest improvements.

• Centralized Update Management: Administrators can manage updates centrally, downloading and installing new versions across the organization. Updates can be rolled out using deployment tools or manually, depending on the organization’s needs.

• License Considerations: Major version upgrades may require a new license key, while minor updates are typically included with maintenance.

Data Ownership:

• All data processed by NetSupport Manager remains fully owned and controlled by the organization that installs and operates the software.
• NetSupport, the software provider, does not have access to, store, or process any customer data. Everything is managed and stored locally within your organization’s IT environment.
• Your organization acts as both the data controller and data processor for any information handled by NetSupport Manager. The vendor does not handle or manage your data in any way.

Data Storage and Portability:

• NetSupport Manager does not automatically store personal or session data. Any data such as session logs, configuration files, or screen recordings are only saved if a user chooses to do so.
• Any saved data is stored in standard file formats (such as CSV for logs or common audio formats for recordings) and in locations you specify.
• Your organization is responsible for managing, exporting, or deleting any data saved by NetSupport Manager. There are no restrictions on moving or deleting this data, as it is entirely under your control.
• Because the software does not retain personal or business data beyond what you manually save, there are no complex data export or portability procedures. You can move or remove any files as needed.

Licensing Model:

• NetSupport Manager uses a per-device (or “seat”) licensing model. You purchase licenses for the exact number of devices you want to manage.
• There is no difference in licensing between the operator (Control) and user (Client) modules; all features are included under a single license.
• Licenses are perpetual for the version you purchase and are not subscription-based.

Scaling Up:

• To add more devices, simply purchase additional licenses as your organization grows. The software supports easy deployment across multiple sites and device types.

Scaling Down:

• If you need to manage fewer devices, you must ensure that the number of active installations does not exceed your licensed amount. Licenses can be reallocated internally as long as you stay within your total licensed count.

Support and Maintenance:

• Ongoing support and maintenance (including updates and upgrades) can be purchased separately, usually as an annual service.

Flexibility:

• The licensing model is transparent and flexible, allowing you to scale up or down as your organizational needs change, without hidden fees or complicated restrictions.

Contract Renewal:

• NetSupport Manager licenses are typically perpetual for the purchased version, meaning you do not need to renew the core software license itself. However, support and maintenance (which cover updates and technical assistance) are offered as annual contracts. These can be renewed each year if you wish to continue receiving updates and support.
• Renewal options for support and maintenance begin at the end of the current contract period. You can choose to renew for continued access to enhancements, upgrades, and technical support.

Contract Cancellation and Termination:

• You may terminate your license and agreement with NetSupport Manager at any time by destroying the software, its documentation, and all copies in any form. There is no penalty or additional fee for cancellation; you simply remove the software from your systems and confirm in writing to NetSupport that this has been done if requested.
• NetSupport Ltd. may terminate your license with written notice if you commit a serious breach of the license terms and fail to remedy the breach within 30 days of receiving a written request to do so. Upon termination, you must destroy or return all copies of the software and provide written confirmation of this action.
• If you reject the license agreement during installation, the software will not be installed and the contract will not take effect.
• Support and maintenance contracts can be purchased separately and are not required for continued use of the software, but are necessary for ongoing updates and support services.

GDPR (General Data Protection Regulation):

• NetSupport Manager is designed to help organizations comply with GDPR. The software does not automatically store personal data, and any data processed is fully under your organization’s control.
• Your organization is responsible for managing all data rights, such as access, correction, erasure, and portability, since you are both the data controller and processor.

Data Security Best Practices:

• The software includes strong security features such as 256-bit AES encryption, SSL/TLS certificate support, two-factor authentication, RADIUS authentication, Active Directory integration, security keys, password protection, user acknowledgement, and comprehensive event logging.
• These features meet the security needs of organizations in high-security sectors like government, military, finance, and education.

Audit and Logging:

• NetSupport Manager provides session recording, replay, and detailed audit logs for compliance, monitoring, and reporting.

Integration with Internal Policies:

• The software can be configured to align with your organization’s internal security and data protection policies, including integration with Active Directory and use of security templates for client configuration.