Remote support terms, in plain words.

In Anslation Remote, the rule that lets a device be reached with nobody at it: which devices it covers, until when, and whether a session starts at once or waits for an admin. A terminal session on a device with nobody there needs one.

Remote support with someone at the computer, who starts or allows each session. Anslation Remote’s screen sessions are attended: the person shares from their browser and can stop at any time.

A list of who did what and when, kept so it can be checked later. In Anslation Remote every change writes one entry, and the log can be filtered and exported as CSV, up to 10,000 rows at a time.

The person being helped allowing a session before anything is shared. In Anslation Remote a policy decides whether they are asked on the join page, or whether an admin approves instead.

Software installed on a managed computer so a support team can work with it. Anslation Remote’s optional agent reports device status and runs terminal commands that pass the policy check; it has no screen-sharing, file-transfer or clipboard feature of its own.

A secret an admin creates so a new device agent can register with a workspace. Treat it like a password: whoever installs the agent with it adds that device.

The browser function a web page calls to ask for a screen, window or tab. The browser, not the page, shows the picker, and only on secure (HTTPS) pages; most phone browsers do not offer it.

A short one-time number that connects someone to one support session without an account. Anslation Remote’s codes have 9 digits, work once and expire 15 minutes after they are made.

A managed service provider: a company that runs IT for other businesses. In Anslation Remote an MSP keeps each client in its own workspace, with its own members, policies and audit log.

Network address translation: how a router lets many devices share one public address. It hides devices from the outside, so WebRTC uses STUN to find a path through it, and TURN when it cannot.

The person who runs a support session. In Anslation Remote it is also a workspace role: operators stage and run sessions and work the queue, admins and owners manage devices, policies and people, and auditors read.

Data that goes straight between two devices instead of through a server. Anslation Remote’s shared screen goes browser to browser, unless a TURN relay carries it; its servers pass the messages that set the connection up.

A mark a support agent places on the shared view to show where to look or click. In Anslation Remote both sides see it; it moves nothing on the computer.

Reaching a computer from somewhere else, to see it, use it or run commands on it. Anslation Remote covers part of it: a view-only screen share with someone there, and terminal commands through its optional agent.

Software that shows another computer’s desktop and lets you use it with your own keyboard and mouse. Anslation Remote is not remote desktop software: its screen share is view-only.

Remote monitoring and management: software that watches, patches and scripts many managed devices through an agent on each. Anslation Remote is not an RMM.

Showing a screen, window or tab to someone else, live. In a browser it uses getDisplayMedia and carries the picture only, so the viewer cannot click or type.

The rules a device’s sessions follow. In Anslation Remote a policy sets who approves a session and whether terminal commands and file transfer requests are allowed.

A countdown to the time a support request should be handled by. Anslation Remote sets it from the priority by default: 1 hour for urgent, 4 for high, 8 for normal and 24 for low.

A server that tells a device its public address, so two browsers behind routers can find a direct path. Anslation Remote uses public STUN servers run by Google by default; no screen data goes to them.

The list of open help requests, each with a priority, an owner and a status. In Anslation Remote a session can start from a request and stays linked to it.

A relay server that carries the encrypted media between two browsers when a firewall blocks a direct path. In Anslation Remote a TURN relay is set up per deployment and is not on by default.

Reaching a computer with nobody at it, through software installed on it in advance. In Anslation Remote it covers terminal commands only, through the optional agent and an access rule; it shows no screen with nobody there.

A screen share in which the viewer sees but cannot click or type. Anslation Remote’s screen sessions are view-only: the person sharing makes every change themselves.

The web standard browsers use to send live video, sound and data to each other. It encrypts the media in transit; Anslation Remote uses it to carry the shared screen.