Difference Between Unattended and Attended Remote Access

Remote Working is a phrase that you may already be familiar with. Due to the covid-19, several companies have moved to a remote work environment, and many companies have implemented different remote access software to help employees work from home.

When considering remote solutions, first, you should need to know is whether you require attended remote access, unattended remote access solution, or both. Here, I also compare both solutions to help you to decide which one is better to choose.

Part 1: What Is Unattended Remote Access?

Unattended remote support means that the technician can connect to the customer's device even when the customer is not there to perform maintenance or scheduled tasks with the customer.

Why support someone who doesn't there? Well, while unattended remote access does not usually offer direct user support, it typically has some usage. It is ideal for handling your IT infrastructure, remote software installations, accessing files, and resolving non-urgent problems.

You know that operating system updates take a long time, especially when all of your workers' systems need to be updated.

Would not it be a good way if you finish all your OS updates in one night without interrupting your employee's working hours? It is possible with unattended remote support. It can help improve the productivity of your employees and help you easily manage the IT infrastructure.

Part 2: Advantages and Disadvantages of Unattended Remote Access

The ability to remotely access a system isn't only for companies that need remote IT support. Remote access can overcome conventional barriers such as time zones and even location. Unattended remote support enables you to perform all business tasks safely and from a distance. For example, a healthcare professional can manage and obtain patient treatment records in different Healthcare locations. This method provides flexibility and comfort for doctors and patients.

There are several pros to using unattended remote access software:

Advantages Of Unattended Remote Access

  • In the working model, it is no more the exception to work from home. With the passage of time, the trend of working from home is increasing day by day. Secure remote options allow workers to access remote networks, servers, or data as needed. In turn, workers can take advantage of remote support, and with the unattended option available, downtime is reduced as employees do not need to be interrupted during business hours.
  • In the IoT world, accessing the system for troubleshooting, security fixes, or software updates is invaluable. For example: Suppose that a company has hundreds of slot machines in multiple locations in different cities – the best way for software or firmware update is to use Unattended Remote Access.
  • Remote learning becomes easier when students can access specialized, often high-priced programs (for example, video editing or 3D modeling) at any time from a remote server.
  • Unattended remote support software can be used more effectively to help the Technical support team. The technical team can perform Maintenance activities after working hours that improve the worker's productivity and save time.
  • Healthcare services also take advantage of it by allowing patients and doctors to get medical records anytime, anywhere with ease.

Disadvantages Of Unattended Remote Access

With a lot of advantages, there may be some disadvantages to consider:

  • Internet connectivity is one of the most important aspects for both attended and unattended remote access. If you don't have a fast and reliable internet connection, you cannot access anything remotely. It all depends on the speed and performance of your internet.
  • While using the internet, confidentiality is also an important aspect. The concept of ​​giving anyone automatic access to your system seems crazy. All employees who use these tools should follow the company security policies. Every security breach is not only harmful from an individual user's point of view, but organization-wide data breaches are not only expensive but can also be harmful.

Part 3: What Is Attended Remote Access?

This is when a customer needs your support right away. Maybe you were using the service or app, and something went wrong. They don't know what to do, and they need help fast, so they call your support line. The technician will be able to connect to the device and take control. It eliminates the need for the technician to travel to the customer's device and eliminates the inefficient process of asking the customer questions about the problem and trying to walk them through troubleshooting steps.

Part 4: Advantages and Disadvantages of Attended Remote Access

Advantages Of Attended Remote Access

  • It is one of the most notable benefits. This is because it minimizes the time that would have been spent traveling to see a client, so more work gets done at a faster pace. The only downtime associated with remote maintenance is connecting with the online remote support product.
  • It allows technicians to deal with customers who demand immediate change. It means that it is a great way to solve sudden problems without waiting for someone in person to investigate the causes or provide certain information.
  • Eliminate the wear and tear of transportation logistics, which reduces your costs and therefore improves the offer. Plus, not being on the move means a technician will have numerous billable hours served in a relatively short time.
  • Less intrusive is also an advantage to attending remote access. There are customers who don't like to see technicians, and there are also customers who technicians don't like to see. In fact, most customers appreciate it when their technology is restored to full functionality without the technician being intrusive.

Disadvantages Of Attended Remote Access

  • Unconvenient in remote access authorization
  • Not free for support technicians

Part 5: Difference between Unattended and Attended Remote Access

Whether or not you participate, the choice to use attended or unattended remote access will rely on your business process model. If your business runs in multiple places and different time zones, or if you want to provide 24 hours support, you should use unattended remote support.

Here’s an outline of their key differences:

Attended Remote Access Unattended Remote Access
What is it You can access any system remotely. No need for any additional installation. You can access any system remotely without anyone's permission.
Working You can only access the system when the user is connected and present in the remote session. You have to install a specific app that gives a pin that the remote user will need to insert in order to connect. To use the unattended remote support feature, both devices must have the Lightweight Agent installed. When it is enabled, an approved person can get access to this system anytime, anywhere.
  • It enhances productivity;
  • Improve compliance;
  • Enhances customer experience;
  • It also Reduces average call handle time;
  • Remove errors;
  • Increase productivity;
  • Cost-effective;
  • Increase compliance;
  • Eliminate repetitive work;
Who can use it
  • IT support;
  • Help desks;
  • Customer service.
  • Service providers;
  • Internal IT teams;
  • Distance learning.

Part 6: A Free Remote Control Software for Recommendation

AirDroid Personal is one of the best unattended remote access programs that make system management much easier. AirDroid is a famous application not only for its ability to wirelessly exchange data between a computer and an Android device but also for one of the applications capable of connecting and controlling other devices remotely. AirDroid Personal supports remote control that enables you to remotely control all iOS or Android phones and tablets. It can provide a consistent and seamless connection between two devices remotely.

AirDroid's remote control option is straightforward, and you don't have to root your mobile. It gives you complete control over your mobile. The remote control feature is simple to set up and works seamlessly even if the device is at a remote location.

Other features:

  • Control the camera on your Android device with the AirDroid app
  • You can access photos and videos remotely with AirDroid personal
  • You can also compose, read and send messages
  • Contacts on an Android device can be managed and edited
  • Call logs (incoming calls, missed calls, outgoing calls) on the device can also be managed via the AirDroid personal
  • You can manage more than one device through the AirDroid app
  • The AirDroid Personal app also has a location tracking feature
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