Remote Support Access lets our Support team troubleshoot and diagnose issues directly on your Linewize Filter Appliance. Support staff can send targeted diagnostic commands to identify and resolve technical issues faster, removing the need to schedule troubleshooting calls or interactive screenshares with your IT staff.
Security and Network Protection
Security and privacy are important to the Remote Support Access architecture. The feature uses a Zero Trust model to safeguard your network and data:
Outbound-only connections: All connections originate from your Linewize Filter Appliance. Linewize Support never opens inbound network ports on your firewall or internal network.
No broader network access: Access is strictly scoped to your Linewize Filter Appliance. The connection can't be used to travel across your school network.
Targeted diagnostics: Commands are run as individual, targeted diagnostic actions rather than persistent, interactive shell sessions.
Authenticated access: Access is restricted to authorized Linewize Support staff using Multi-Factor Authentication (MFA) and role-based permissions.
Full session accountability: Every session and command action is permanently logged for audit and security compliance.
Note
The customer log view doesn't display raw diagnostic command text to prevent accidental misconfiguration. If your school requires deeper log access for compliance reviews, contact Linewize Support.
Monitor activity with the Remote Support Audit Log
You maintain full visibility into all remote support actions performed on your Linewize Filter Appliance.
To check remote access history:
Go to Debugging > Diagnostics > Remote Support Config.
The Audit Log provides the following details for each session:
Field | Description |
|---|---|
Access Time | The start and end date and time for the access session. |
Appliance | The appliance targeted during troubleshooting. |
Access Reason | The purpose of the session (for example, Fault Diagnosis or Configuration Change). |
Comments | Notes from the Support staff member about the session. |
Select Export CSV to download audit log data for your compliance records or internal security audits.
Turn off Remote Support Access
Contact Linewize Support to turn off Remote Support Access for your school.