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Bravo Policies & Protocols on
Remote Access
April 2, 2003
Background Info:
- Standard
corporate policy:
Workstations are left on, or implement proper WOL (Wake-on-LAN). IT
admins have standing authorization and access
during after-hours.
- Some smaller firms
have a policy of shutting down workstations at end-of-day, and don't
have WOL. Ad hoc scheduling for admin access is
required.
- By default,
IT has unfettered
implicit access
to dedicated servers within jurisdiction.
- Access to workstations
might require
explicit
requests/authorizations, depending on management
preferences & SLA.
Remote Access Policies &
Protocols:
- Remotely
administered tasks are billed according to remote rates &
policies―typically, a
hybrid of flat fee tasks (where applicable) and reduced
hourly rates, as they're done on a flexible
scheduling, resources-permitting and low-priority
basis.
- The 1-time
authorized block of access time represents best-efforts
appointment, subject to postponement, unless client specifically
request high priority, and incur the extra costs at
full rates (basic/standard/advanced/emergency).
- To commence
access outside
of pre-authorized time frame, a new request for
authorization will be made, if possible. For continuing
beyond authorized window, there's generally no additional
notification
(to minimize disturbance). I will be reachable by phone/IM during that
period.
- If I access
during
authorized time, and collide
with you, i.e. you forgot about our
appointment, or something just came up and you need to
override the appointment.
- see
checklist below for
details
Collision Occurs WHEN:
- I connect, as scheduled, and find
myself in the midst of your activities:
- I have just interrupted you, obviously
- apparently, you have forgotten our
[afterhour] appointment
- you were supposed to plan your usage accordingly, and relinquish well ahead of appointed time
- My scheduled session in-progress, and
you barge in, disconnecting me
- I'd be notified by RDP of your intentional override
- you'd be fully aware, since
- (if
I'm under your user acct) you'd notice I'm in the midst of activities,
the nature of which is exactly per your request, which reminds
you
of your forgetting...
- (if I'm under DIFA) "another user
is currently using the workstation... do you still want to proceed and
interrupt?"
- FYI: you could barge in @physical
console, or RDP from home, etc.
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Workstation
Access
Collision Checklist PRESCRIBED PROCEDURE
- in the event
of collision, I
will
- recognize
it (as I'm on the look out for that)
- immediately
yield to you,
per my policy
- as a courtesy, defer
calling,
- to avoid stress &
confusion, while you scramble to tend to urgent tasks
- unless
I deem it critical,
due to the nature of my task-in-progress
- you should
recognize
the collision
- as
indicated by obvious signs of me in the midst
of something, or
- interrupted by
our inadvertent "fight" for the session (once/twice)
- see mouse/key activities
(if administered via PCA, VNC, Bravo RMx)
- do not disturb/close my
"stuff" in-progress, carefully work-around
- you should
finish
your tasks quickly,
and
- call me,
so I can resume, or
- reschedule,
should you intend to occupy at length, in which case,
- missed
appointment policies
apply
- I will
call
you, if I don't hear from you within a reasonable period
- if you're unreachable, I may
then (at MY sole discretion):
- handle it as abandoned/aborted
appointment ("client at-fault"
condition, per baseline SLA), or
- re-attempt (risking re-interruption),
and optionally
- extend waiting period (at standby
rate) further... final re-re-attempt.
Keep
in mind:
I might not immediately notice your "takeover" as I could be in an unattended
phase, where I initiated the process and walked away, have
yet to check back on progress/outcomes.
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See also:
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