Tuhund support has full access to our system and so far we have not had any issues with it. Now our principal has raised objections as our data is highly sensitive. They want to know why this access is needed even after a long times has passed since implementation.
A. It is not mandatory; you can withdraw such access any time from your side without even notifying us, though notifying will be courteous.
B. In every Tuhund deployment there are two support users by default. One is ECS Support and other is Tuhund Support. ECS support by default has access to everything but credentials of this account are only with the top management of ECS. Tuhund support credentials are with support team, but this account, by default, has very limited access. This account has complete access for administration, not the real data.
Tuhund needs access to your system in order to be able to support you better. Normally nobody from Tuhund logs into your system unless there is a need. However, your system is monitored 24/7 to ensure availability and performance. You might be aware of how many service requests your staff raises and how efficiently they are handled, but you will not have much knowledge of how we keep working silently behind the scene, without bothering you, to ensure you do not face problems. Tuhund support is very proactive and everything we do is to benefit you. We continuously monitor hard disk health and utilization, RAM, processors, network, temperature, database response speed, application server response speed, network traffic, user activity and system usage. Monitoring these parameters help us detect issues that can slow down or crash you system in advance. This also helps us detecting security issues including abnormal activity even from authorized users. Some of the work performed on server is manual and it has to be manual. This includes clearing old unwanted server logs, which in turn ensures server speed. This also includes manual check and verification of auto-backup and system level configuration like change of DNS servers, host names and firewall related settings.
If data security is your concern, please do not worry about it. NDA is a part of our terms which we adhere to. Your data is very safe. ECS is a very professional organization with a long term vision and values. We will protect your data more than you would yourself do.
In the end let me repeat, access to Tuhund support is good and it is in your interest. However, if your company policies do not permit it, you can remove it. All the functions performed by Tuhund support can be managed by your own team if you have the resource available in-house.
Thank you for the detailed explanation. I understand we are better off keeping this access as it is.
