Frequently Asked Questions

Fast Assist employs an integrated, secure, cloud based Remote Management and Monitoring (RMM) system to manage our client's IT endpoints and servers in an efficient manner. We refer to this application as our Endpoint Manager.
If a Fast Assist technician has serviced your Windows based Endpoint recently, you should notice a green shield looking icon in your system tray that says "Fast Assist Endpoint Manager" when you hover over the icon with the mouse pointer.
On a Mac, the RMM agent will appear in the top status bar and will say "ITarian" or "Comodo" for it's name. On Android and iOS devices, the app is called Comodo Client.

We may also send you a device enrollment email that has a link to install the version of our Endpoint Manager specific to the OS of your device.

The Endpoint Manager enables us to provide enterprise class support to our clients.
It inventories your system specs and serial number automatically, along with an inventory of all software currently installed and all security patches installed.

Depending on your SLA with us, the Endpoint Manager may also check that you are running with the latest updates for Windows (or your respective device OS) and various third party supported apps.
Through it we can quickly identify common issues and address them in a timely fashion via remote support.

You will be alerted on screen anytime a Fast Assist technician attempts to remote into your endpoint and see your screen.  You will have an opportunity to disallow a remote session request if you happen to be in the middle of working with sensitive information.

The remote support agent allows for unattended remote support as well. Our technicians should never be attempting to interactively remote access your endpoints, however, without that respective end user's knowledge (a ticket will be logged in the service desk).
All remote support activity including interactive report support sessions, remote script executions and automated processes are documented in an audit log.

Depending upon the ITSM profile your organization is associated with (whether you are a break/fix customer, a monthly unlimited support customer, etc), our Endpoint Manager will monitor the following and take action accordingly to pro-actively alert us to issues:

We monitor for

• High CPU Utilization
• High RAM Utilization
• High Network Bandwidth Utilization
• Low Disk Space
• HDD Disk Health (if applicable)
• Unexpected System Shutdown
• Software Based Firewall Status
• Client Security - Antivirus Definitions Database Last Update Time Exceeding One Week
• Client Security - Malware detected on the Endpoint
• Client Security - Third Party Antivirus Detected (this can cause conflicts)
• Client Security - Antivirus scan failed or interrupted
• Various Windows System Event Logs indicative of potential issues with the OS or third party applications
• Various Windows System Event Logs indicative of potential security issues

We can also monitor for:

• Bitlocker Encryption Status
• User Access Control Status
• Various other aspects of the endpoint as needed/requested by the client.

These monitors can and do automatically generate tickets in our Service Desk Ticket System for our staff to review and investigate when an automated monitor alert is triggered.

Some of these automatically generated tickets might even be closed by an automated agent once the issue that triggered the ticket in the first place has been resolved.

The designated requestor for such an automated ticket will be the currently allocated owner/end user we have registered for the endpoint device in our ITSM system.

Our ITSM system integrates with all of our other services and products to create a holistic SIEM platform to offer the most advanced level of monitoring and security available in today's IT environment.

Read more about our Client Security here.