Method and apparatus for providing vendor remote support and management

Abstract

An approach is provided for establishing a vendor portal configured to provide remote control and management of one or more devices of a customer by a plurality of vendors. The device can then be remotely controlled, accessed, or operated upon via the vendor portal.

1 . A method comprising:
 establishing one or more vendor portals via a remote support and management appliance that is configured to control one or more devices of a customer by a plurality of vendors; and   remotely controlling and accessing one or more of the devices via the vendor portal, wherein the remote support and management appliance is associated with the customer.   
     
     
         2 . A method of  claim 1 , wherein the remote support and management appliance is further configured to provide a web-based interface to facilitate administration of one or more security policies associated with the vendor portals, the customer, the plurality of vendors, or a combination thereof; and wherein the security policies include, at least in part, access rights, remote control permissions, access guidelines, or a combination thereof. 
     
     
         3 . A method of  claim 1 , wherein the remote support and management appliance is further configured to record the remote controlling and accessing of one or more of the devices by the plurality of vendors. 
     
     
         4 . A method of  claim 3 , further comprising:
 auditing the record of the remote controlling and accessing of the devices for compliance with one or more security policies associated with the customer.   
     
     
         5 . A method  claim 1 , wherein the remote support and management appliance is further configured to act as a proxy for one or more other remote support and management appliances associated with the customer, the plurality of vendors, or a combination thereof. 
     
     
         6 . A method of  claim 1 , wherein the remote support and management appliance is further configured to push one or more support applications, updates, statuses, or a combination thereof to one or more of the devices for attended or unattended remote support. 
     
     
         7 . A method of  claim 1 , wherein the remote support and management appliance is further configured to determine whether one or more of the devices has connectivity to a data network and to act as a proxy for access to the data network based, at least in part, on the determination. 
     
     
         8 . A method of  claim 1 , wherein the vendors execute a first application and the devices execute a second application to establish a remote vendor support session, the applications being provided by the remote support and management appliance. 
     
     
         9 . An apparatus comprising:
 a vendor portal module configured to enable control of one or more devices of a customer by a plurality of vendors; and   a control module coupled to the vendor portal module and configured to remotely control and access one or more of the devices via the vendor portal.   
     
     
         10 . An apparatus of  claim 9 , further comprising:
 a web-based interface configured to facilitate administration of one or more security policies associated with the vendor portals, the customer, the plurality of vendors, or a combination thereof,   wherein the security policies include, at least in part, access rights, remote control permissions, access guidelines, or a combination thereof.   
     
     
         11 . An apparatus of  claim 9 , further comprising:
 a recording module configured to record the remote controlling and accessing of one or more of the devices by the plurality of vendors.   
     
     
         12 . An apparatus of  claim 11 , further comprising:
 an auditing module configured to audit the record of the remote controlling and accessing of the devices for compliance with one or more security policies associated with the customer.   
     
     
         13 . An apparatus of  claim 9 , further comprising:
 an access module configured to act as a proxy for one or more remote support and management appliances associated with the customer, the plurality of vendors, or a combination thereof.   
     
     
         14 . An apparatus of  claim 9 , further comprising:
 a support module configured to push one or more support applications, updates, statuses, or a combination thereof to one or more of the devices for attended or unattended remote support.   
     
     
         15 . An apparatus of  claim 9 , further comprising:
 a network module configured to determine whether one or more of the devices has connectivity to a data network and to act as a proxy for access to the data network based, at least in part, on the determination.   
     
     
         16 . An apparatus of  claim 9 , wherein the vendors execute a first application and the devices execute a second application to establish a remote vendor support session, the applications being provided by the remote support and management appliance. 
     
     
         17 . A method comprising:
 downloading an application from a remote support and management appliance, wherein the remote support and management appliance is configured to establish one or more vendor portals for controlling one or more devices of a customer; and   remotely controlling and accessing one or more of the devices via the vendor portal, wherein the remote support and management appliance is associated with the customer.   
     
     
         18 . A method of  claim 17 , wherein the remote support and management appliance is further configured to provide a web-based interface to facilitate administration of one or more security policies associated with the vendor portals, the customer, or a combination thereof; and wherein the security policies include, at least in part, access rights, remote control permissions, access guidelines, or a combination thereof. 
     
     
         19 . A method of  claim 17 , wherein the remote support and management appliance is further configured to record and to audit the remote controlling and accessing of one or more of the devices by the plurality of vendors. 
     
     
         20 . A method comprising:
 downloading an application from a remote support and management appliance at a customer device,   wherein the remote support and management appliance is configured to establish one or more vendor portals for remotely controlling the customer device by a plurality of vendors.   
     
     
         21 . A method of  claim 20 , wherein the remote support and management appliance is further configured to provide a web-based interface to facilitate administration of one or more security policies associated with the vendor portals, the customer, or a combination thereof; and wherein the security policies include, at least in part, access rights, remote control permissions, access guidelines, or a combination thereof. 
     
     
         22 . A method of  claim 20 , wherein the remote support and management appliance is further configured to record and to audit the remote controlling and accessing of the customer device by the plurality of vendors.