Behind the Scenes of Delivering Tech Support
Big thanks to our fantastic partner, Ihiji, for publishing the following post. It features us in a video about how we work with Ihiji to execute our singular and demanding take on integration services.
Their commentary focuses on a recent revelation that AMX, a large smart-home provider similar to Crestron, Control4, and Savant, purposely coded in hidden access to its systems to circumvent any security we or our clients might put in place. This exposes significant risk to any home/organization using AMX as unknown 3rd parties could access the equipment and wreak havoc.
Ihiji is an excellent safety net in this situation – because they provide us with remote access to any and all connected devices in the home, we (and other smart integrators who are using Ihiji) can quickly/easily update their devices with the software fixwithout having to go on-site. This saves precious time and reduces exposure – a good thing for everyone. We’ve posted the full article below.
Explore more about how we work with Ihiji to deliver superior service to our clients.
How Do You Manage Firmware?
Here is a not so uncommon problem when it comes to keeping the latest, greatest and safest hardware installed within your client’s projects. This is an article pointing out how Fortinet recently identified a secret SSH backdoor within its hardware. Do you know which client sites currently use the networking products which may be exposed? A similar scenario recently called out Juniper firewall products for a backdoor in one of its products as well. This is not likely to be a problem which goes away any time soon. It represents a major potential issue for integrators required to support client’s networking or IoT gear.
THERE ARE TWO WAYS TO STAY AHEAD NETWORKING AND IOT DEVICE SECURITY HOLES LIKE THIS.
Option 1, you could simply go out and replace all of the impacted hardware across all of your clients. This first requires that you know which clients have the exact device installed. You would then have to get an RMA from the manufacturer for all of the devices you need to replace and then visit each client site and swap out the hardware.
Option 2, Visit each client and update the device’s firmware with the patch necessary to block the backdoor. This option is clearly a lot simpler and less expensive, but could still cost a lot of money if it requires rolling a truck to a each client’s site. How much does a truck roll cost? That depends upon a number of variables, but start here to read more about how to determine what it might be costing you.
SELL RMR REMOTE SUPPORT SERVICES AND REST AT EASE
The main point is that you don’t even need to worry about these costs to keep firmware up to date if you employ remote technology services across all of your clients. This RMR service, built upon the Ihiji platform will help to keep your clients on the latest technology all while keeping your trucks in the lot.
As soon as you are notified of a possible security hole or backdoor by the manufacturer, the first thing you can do is to determine exactly which clients have the exposed hardware installed. A quick way to determine how many sites your techs need to manage. The next thing you can do is to create a secure connection with each one of these clients’ networks and then update all of the firmware remotely, using Ihiji Invision. Simple and very effective, helping you to keep your clients safe from IoT threats while saving a truck roll at the same time.
In this video case study from OneVision in Boston, their technician talks about saving upwards of 40 truck rolls for just a single security patch like this one. Get ahead of this kind of nightmare scenario and connect Ihiji Invision on all of your client sites.