Remote Support Terms of Use
Remote support is remote access of IT systems for maintenance and repair purposes. Remote maintenance allows service personnel to carry out actions in the network from another computer system without being directly on site. Service employees can be employees in the central service desk of the TU Dresden, in the application management of dedicated IT systems, employees in the structural units, whose tasks include the installation and maintenance of the university's IT systems. In certain cases, however, authorized employees of contract-bound external institutions can also access the university’s IT systems.
Remote maintenance scenarios are remote access, i.e. connection with the user's remote IT system is established -keystrokes, mouse movements and screen outputs being transmitted only after the user has been released- software distribution and remote maintenance. Only the data with procedural description according to §10 SächsDSG are being processed.
The introduction and use of remote maintenance as a service is carried out for controlled access to a remote IT system. Remote maintenance is intended exclusively to improve working conditions, while ensuring the protection of users' right to self-determination. The sole purpose of the remote access is for service personnel to correct or provide support for errors in the functionality of the IT systems without having to go to the location where the fault occurred or assistance is needed.
Thepurview of remote access is determined by the corresponding definition of the ICT Framework of the TU Dresden as amended.
The service personnel who wish to operate remote maintenance are encouraged to comply with the following conditions:
- Remote maintenance is offered to users as a service, i.e. only carried out with the consent of the users.
- A remote access to correct errors (support services) has to be requested by the user themselves and needs to be agreed upon in a personal dialog.
- In order for the user to recognize the remote access connection, remote maintenance information is permanently displayed.
- Data on the IT system of the user may not be viewed, transferred, deleted, modified or passed on without their consent.