Mintra’s remote support tool (Splashtop)

  people found this article helpful

To continue improving the security and reliability of our remote assistance, Mintra is standardising on Splashtop as our supported remote support tool for OCS and Trainingportal.

What’s changing

• On-demand sessions (attended): When you need help, you’ll run a small app and share a one-time 9-digit code with our engineer. The code is valid for that session only.
• Unattended support (by agreement): If you prefer, we can deploy a managed agent to approved machines so our team can assist proactively (e.g., after hours) without someone present.

Access is strictly limited to authorised Mintra staff and scoped to your approved devices.

Why Splashtop

Splashtop meets our requirements for secure, centrally managed access and provides a simple experience for attended and unattended support. It also aligns with widely recognised security and privacy standards:

• Security overview: https://www.splashtop.com/security
• Compliance details (ISO/IEC 27001, SOC 2, GDPR, CCPA, plus support for HIPAA/PCI/FERPA): https://www.splashtop.com/security/compliance
• Both attended and unattended deployments can only be used by Mintra authorised users.
• Splashtop logs every session, including which Mintra staff member connected, the device, and timestamps. These logs are visible only to authorised Mintra admins and can be retained per our policy. Session recording is available on request for additional auditability.

What you need to do

• For attended sessions, our engineer will direct you to the Splashtop SOS page and ask for the one-time code. https://support.mintra.com/
• For unattended sessions, contact our support team for the installer to ensure that the correct team has access.

If you prefer an alternative remote tool, we can accommodate that using the licences you provide (subject to our security review).

We’ll coordinate any required agent deployments with your team and provide short how-to steps in advance. If you have questions about security, data handling, or configuration, please reply to this email and we’ll be happy to help.