Reference
Remote support glossary
Every term used across this hub, defined once and defined precisely. If you are comparing 247connect with other remote desktop tools, this is the vocabulary the comparison is written in.
- Remote desktop software
- Software that lets one computer view and control another over a network, transmitting screen data one way and keyboard and mouse input the other, so a technician can operate a device as if they were sitting at it.Also known as: remote access software, remote control software
- Remote support
- The practice of diagnosing and fixing a user's device from another location, usually combining remote desktop control with file transfer, chat and diagnostic tools inside a single session.
- Managed device
- A device with a permanently installed agent so it can be reached at any time by an authorised operator. In 247connect a managed licence is assigned to the device, and covers both attended and unattended machines.Also known as: unattended device, always-on endpoint
- Unattended access
- A remote session established without anybody present at the far end — used for servers, kiosks, digital signage, warehouse terminals and out-of-hours maintenance.
- On-demand device
- A device supported through a one-time downloadable agent sent to the user at the start of a session. The agent removes itself when the session ends, so nothing permanent is installed.Also known as: attended session, ad-hoc support
- Attended session
- A support session in which the end user is present at the device, typically consenting to the connection and watching the technician work.
- Operator
- A named technician account able to start remote sessions. 247connect includes unlimited operators on fixed pricing, and all operators can be active simultaneously.Also known as: technician, user
- Concurrent connections
- The number of simultaneous remote sessions a single operator can hold open. 247connect includes five per user at no extra cost, which allows work across several servers at once.
- Zero-trust access
- A security model that grants no implicit trust based on network location. Every connection request is authenticated and authorised individually before a session is permitted.
- AES-256
- The Advanced Encryption Standard with a 256-bit key — a symmetric cipher used to encrypt remote session traffic so that intercepted data cannot be read.
- Two-factor authentication (2FA)
- An account protection method requiring a second proof of identity in addition to a password, typically a time-based code, before an operator can sign in and start sessions.
- Audit log
- A tamper-evident record of who connected to which device, when, and for how long — used for compliance reporting and incident investigation.
- Agent
- The small application installed on the endpoint that accepts authorised remote sessions. 247connect ships Managed Agents (permanent) and On-demand Agents (self-removing).
- Control window
- The application the technician uses to view and drive the remote device, hosting the session view alongside in-session tools such as file transfer, chat and Task Manager.
- Reboot and reconnect
- A session feature that restarts the remote device and automatically re-establishes the connection when it comes back up, so a technician does not lose their place mid-task.
- RMM
- Remote monitoring and management — a broader class of platform bundling patching, scripting, alerting and asset management alongside remote access. Remote support tools such as 247connect focus on the access and support workflow itself.
Put the terms in context
Read the FAQs for buying and licensing detail, or the specifications for platform support and limits.