The Remote Support Plugin provides a secure and streamlined method for receiving assistance from the XCALLY Support Team. Key benefits include:

Secure Connection – Ensures encrypted, protected remote sessions.

System Integrity – Maintains full protection of your systems during support activities.

Simplified Requests – Allows quick and easy initiation of support sessions.

General benefits

This plugin offers several advantages for customers:

Reducing resolution times, with faster and more efficient assistance, without the need to request IPs/credentials or open ports on firewall

Enabling secure and traceable connections, with zero risk to system security, thanks to tracked and authorised accesses

Avoiding complex client-side configurations

Improving collaboration between support and customer, with transparency and control

Security benefits
Of course, security comes first for us! That is why our plugin ensures:

✅ No permanent access, user can decide when to open/close the remote session

🔒 Outgoing connection (with port 3333)

🛑 No users/passwords exchanged

🔐 Accesses managed with temporary certificates that self-destruct at the end of each session

👤 Access restricted to ‘motion’ user (no root access)

📋 Detailed logs of each session

Access to the portal with Active Directory-based authentication.

Session Request – A new remote session request is initiated through the Remote Support Plugin.

Approval – The XCALLY Support Team reviews and accepts the request.

Secure Tunnel Initialization – An SSH tunnel is established using a secure, outgoing connection to port 3333 on remote-support.xcally.com.

Support Session Begins – The session starts, enabling direct, controlled SSH access for the support team.

• Plugin Configuration tab with default settings (no actions required):

  • Plugin Port: Automatically assigned to port 3001 at startup

  • Support Server URL: Predefined and ready for use

  • Do Not Modify:

    • Support Server Port

    • Local SSH Port

    • Timeout

    • Polling Interval

These default settings ensure secure, stable operation. Altering them is not recommended.

• Technical Support Console to start a Remote Session

So on this tab you need:

• to enter your Jira Ticket ID

• to accept the privacy policy

Once the above steps are complete, click START SESSION to begin.

5. In the State section of the plugin interface, you’ll see:

• Waiting for authorization – The session is pending approval from the XCALLY Support Team

• Session Code Generation – A unique session ID is created for the remote connection.

• Remote Port Information – The port used for the secure SSH tunnel is displayed.

6. Send the generated Session ID through your existing support ticket (by inserting it as comment).
The XCALLY Support Team will receive the connection request along with the ticket reference and server token.

The remote session will be active!

Once authorized, the support team can:

• Establish an SSH connection using the motion user.

• Selectively download log files from /var/log/xcally/ by category (e.g., ami, api, trigger, etc.).

7. You can END SESSION at any time to securely terminate the remote connection and protect your server.

All remote support activities are fully tracked and recorded in session logs to ensure transparency and accountability.