Frequently Asked Questions2020-05-12T07:40:29+10:00

TECHD’ Self Help Section (FAQ)


What is TECHD RMM?2023-03-16T09:41:27+10:00

TECHD RMM is a remote monitoring and management (RMM) platform that enables our employees to remotely manage and monitor our clients’ IT infrastructure. It provides a single console for monitoring and managing all devices, applications, and networks, making it easier for our teams to identify and resolve issues before they become major problems.

Here are some of the ways TECHD RMM benefit companys:

Proactive Monitoring: TECHD RMM enables our internal teams to proactively monitor devices, applications, and networks in real-time. It provides alerts for potential issues, such as low disk space, antivirus alerts, and failed backups, so we can resolve issues before they impact end-users.

Remote Management: TECHD RMM enables us to remotely manage devices and applications from a single console. We can deploy software, apply patches, and configure settings without needing to interrupt the end-users device*

Automation: TECHD RMM includes a range of automation tools, such as scripting and policy-based management, that our internal teams to automate repetitive tasks and reduce manual intervention.

Security: TECHD RMM includes a range of security features, such as antivirus, ransomware protection, and patch management, that help protect devices and data from potential security threats.

Reporting: TECHD RMM provides detailed reporting on device performance, security events, and software usage. This enables our internal teams to identify trends and make data-driven decisions.

Overall, TECHD RMM benefits companys by enabling  to monitor and manage our clients’ IT infrastructure more efficiently and proactively. This can help reduce downtime, improve security, and ultimately provide a better end-user experience.

*End-User Privacy

Privacy mode is a feature designed to protect the privacy of end-users by preventing employees from accessing sensitive data on end-users devices. When Privacy mode is enabled, employees cannot remotely access files or applications on a device, nor can they view the device’s screen or take control of the mouse and keyboard.

Privacy mode is enabled by default for all devices managed by TECHD, and it can only be disabled by an authorized user with administrative privileges. However, even with Privacy mode disabled, IT employees cannot access sensitive data on a device without the user’s explicit approval.

When an employee attempts to access a device that has Privacy mode enabled, the end-user will be prompted to either allow or deny access. If the end-user denies access, the IT employee will be unable to access any data on the device until the end-user approves the request. This provides an additional layer of security and ensures that sensitive data is not accessed without the user’s consent

Privacy Mode can be disabled/enabled by the end user on the device Once Privacy Mode is enabled, it can only be disabled by the end user on the device itself.

*Note Privacy mode can not be disabled on MacOS Devices. All actions will require end-user physically approval. 

Right-click on the TECHD RMM icon in the system tray or click on the TECHD RMM icon in the menu bar and hover over Privacy Mode Options.

Privacy Mode: Toggle to turn Privacy Mode on or off.
Off for 30 minutes: Disables Privacy Mode for 30 minutes after which it will automatically be re-enabled. This is not a toggle.
Off for 1 hour: Disables Privacy Mode for 1 hour after which it will automatically be re-enabled. This is not a toggle.
Off for 2 hours: Disables Privacy Mode for 2 hours after which it will automatically be re-enabled. This is not a toggle.
Off for today: Disables Privacy Mode for 12 hours after which it will automatically be re-enabled. This is not a toggle.

We collects a variety of data from computers and other devices that are enrolled with TECHD RMM. The type of data collected depends on the specific features and settings that are enabled by us based off our customer needs.

Here are some examples of the types of data that we may collect:

Device information: We collect basic information about the device, such as its hostname, IP address, Serial Number and operating system version.

Performance metrics: We collect performance metrics for the device, such as CPU and memory usage, disk space usage, and network utilization.

Software inventory: We maintain an inventory of the software installed on the device, including the version number and the date of installation.

Security events: We collect security-related events from the device, such as antivirus alerts, firewall events, and failed login attempts.

Backup and recovery data: We collect data related to backup and recovery operations, including backup schedules, backup job status, and recovery point objectives.

User activity: We can track user activity on the device, such as the applications used, websites visited, and files accessed*

It’s important to note that the data collected by TECHD is used primarily for monitoring and management purposes. The data is encrypted in transit and at rest, and access to the data is restricted to authorized users. Employees are required to follow data protection and privacy regulations, such as GDPR and CCPA, and obtain the necessary consent from their clients before collecting and processing any personal data.

This is a outline of the encryption & security methods used;

Data at rest encryption: We uses AES-256 encryption to protect data stored on its servers. AES-256 is a widely recognized encryption standard that provides strong protection against unauthorized access.

Data in transit encryption: TECHD RMM uses Transport Layer Security (TLS) to encrypt data that is transmitted between the agent on the device and the servers. TLS provides secure communication over the internet by encrypting data using a combination of symmetric and asymmetric encryption algorithms.

Multi-factor authentication: We use multi-factor authentication (MFA) to provide an additional layer of security for user accounts. MFA requires employees to provide a second form of authentication, such as a physical token, in addition to their username and password.

Key management: We uses a secure key management system to protect the encryption keys used to encrypt and decrypt data. The encryption keys are stored separately from the data and are protected by strict access controls.

Role-based access controls: We use role-based access controls to limit access to sensitive data and features based on the employee’s job responsibilities. Each role is assigned a set of permissions that determine what actions the employee can perform and what data they can access.

Audit logs: We maintain audit logs of all user activity in the system. The audit logs capture details such as what actions were performed, who performed them, and when they were performed. This helps our SOC monitor for suspicious activity and track changes made to the system.

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Public Wi-Fi

Joining the complimentary Wi-Fi

See Wi-Fi terms and conditions.

Please note that this free Wi-Fi service is not encrypted.

To make joining the Wi-Fi as easy as possible, we recommend:

  • ensuring you have the latest operating system on your device
  • clearing browser cookies and cache
  • turning ON cookies from visited websites
  • turning OFF private browsing
  • setting your IP address settings to automatic
  • selecting ‘Mapletree Public WiFi’ as your connection network.

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