When approved by the user, Bomgar is software that allows the I.T. Help Desk to remotely access and operate the user’s computer while viewing the computer screen display and all folders, files, programs and functions on the user's computer.
A user places a phone call to the I.T. Help Desk requesting assistance finding a saved file on the user’s office computer. The call is transferred to a Bomgar-trained technician in the I.T. Help Desk center. The Bomgar technician directs the user to the Bomgar support page - http://support.emich.edu/ and instructs the user to select the technicians username from the displayed list. The caller will need to double click the Bomgar icon to launch the remote session. A Bomgar chat window will open and the user will be asked to allow the technician to remotely view and control their computer. During the session, the user can still access their computer and use the keyboard/mouse. The technician can also view and control everything on the user’s computer. When the help session is complete the user terminates the session by clicking on the white “X” on the bottom right of the Bomgar screen. The technician is disconnected from the remote computer and cannot access the machine again without the permission of the user.
Please note: All Board of Regents and I.T. policies listed below are now available in EMU PolicyTech.
- EMU BOARD OF REGENTS POLICY 15.2 Information Technology Security and Confidentiality
- EMU I.T. POLICY 7.1 Statement of Confidentiality
- EMU I.T. Policy: 7.3 Privacy and Monitoring of Electronically-Stored Records
- EMU I.T. Procedure 7.3.P. 1 Remote Access Using Bomgar:
- All session data is guarded by SSL (Secure Socket Layer) encryption and support sessions are recorded.
- Bomgar has a Federal Information Processing Standard 140-2 Level 2 Certified appliance to meet government standards for security sensitive enterprises.
- Once a session is complete, the technician cannot again access the remote computer without reauthorization.
The permitted (Yes), the not permitted (No), and those needing to contact I.T. (Contact I.T.) are listed in three columns in the matrix below.
- Attorney/Client Privilege (with confidentiality pledge by I.T. personnel)
- I.T. Security Information
- Private Personal Information (with informed consent)
- Student Education Records (FERPA) (with competent informed consent)
- Student Loan Application Information (GLBA)
- Other Sensitive University Data
- ll Other Research Data
- Protected Health Information (HIPAA)
- Credit Card Information (PCI)
- Social Security Numbers
- Federal Information Security Management Act (FISMA)
- Sensitive Human Subject Research
Note: Don't see what you need? Email the I.T. Security Team at [email protected].