Remote Support Account Security

This question asks whether the special accounts your support team uses to help customers remotely follow the same strict security rules as regular user accounts. It's ensuring that when your technicians connect to fix problems or provide support, they can't bypass security controls - they must authenticate properly and all their actions are logged just like any other user accessing patient data.

Remote support accounts are often the weakest link in healthcare security, and breaches through vendor access make headlines regularly. Healthcare organizations need assurance that your support access won't become their security vulnerability. Proper controls on support accounts demonstrate security maturity and prevent your support processes from becoming a deal-breaker in healthcare sales.

Companies often create 'backdoor' support accounts with elevated privileges that bypass normal authentication or logging, creating massive security holes. Another mistake is using shared support credentials instead of individual accounts, making it impossible to track which support engineer accessed patient data during investigations.