Remote Access Sessions

General topics
Remote Access Sessions?
 Commonly, it is required for Quadient Oceania software support team to access a server remotely in order to resolve an issue. To protect Quadient Oceania and the customer, we recommend to give us access when needed. However if you are comfortable with providing us unlimited access via citrix, TeamViewer or citrix, we do handle these as well.
 
How do I give Quadient Oceania remote access to my server?
  1. Go to the support portal
  2. Log in using the email address and the password associated with your Neopost Australia software account
  3. Click on Tickets
  4. Click the Start Ticket button
  5. Create your ticket and tick the box "I authorise a remote session to be initiated"
  6. Depending of your remote connection type, please follow below steps
    • Remote session using citrix
      • If we do not have already an account, please provide us access details to dssupport.au@quadient.com
      • If we do have already an account we will connect using our citrix account
    • Remote session using TeamViewer
      • Launch TeamViewer QuickSupport (last version) on your server
      • Please provide within the ticket, the details of the machine ID and PIN to access the server
      • At the end of the session, we will disconnect TeamViewer so we will not be able to connect back. Should we need to, we will assign the ticket back to you to launch TeamViewer QuickConnect.
    • Other types of remote sessions
  7. Save the ticket
How do I remove Quadient Oceania remote access to my server?
To revoke access to your server, please proceed as indicated below:
  • Remote session via citrix
    • Please deactivate our user on your domain
  • Remote session via TeamViewer QuickSupport
    • Nothing to do, access will be automatically revoked at end of the session
  • Remote session via TeamViewer
    • Just close TeamViewer on the server
  • Other types of remote sessions
    • Please revoke our access if required
Important Notice: If you provide us with an unlimited access to your servers via TeamViewer or citrix or VPN, Quadient Oceania will not be responsible for any fraudulent access using the credentials you provided to us.
 
 
Article ID: 6, , Modified: 9/27/2020 at 5:58 PM

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