SmartNotes documentation for external customer access

Welcome to the SmartNotes online documentation. This guide provides comprehensive information on the various aspects of accessing customer systems, including best practices, authentication methods and handling customer data.

Connecting to the customer system

Best Practices

To establish a secure and efficient connection to customer systems, we recommend the following methods:

• VPN (Virtual Private Network): This is the preferred method to ensure a secure connection. Ensure that the VPN settings are configured according to your organisation's security policies.

• Citrix Workspace: Another recommended method that provides a secure and controlled environment for accessing customer systems.

Personalised access

Best Practice: SmartNotes Support User

We recommend the use of a generic SmartNotes Support User to access customer systems. This ensures controlled and monitored use.

Personalised access

If personalised access is required, this should be secured by two-factor authentication (2FA). Options for 2FA include:

• Email: A code is sent to the registered email address.

• Lucanet Windows authentication: Use Windows authentication for additional security.

Handling customer systems

Test procedure

Tests in document copies: All tests should preferably be carried out in copies of the original documents to ensure the integrity of the productive data.

Minor changes: Can be made directly in the productive report if they do not pose any risks to the system.

Larger tests: Should be carried out outside the customer's system in order to avoid disruptions.

Billable services

Services that exceed technical support are invoiced. These generally include technical customisations and consulting in SmartNotes.

Handover of larger implementations

Larger implementations that fall outside the typical scope of support should be delegated to the sales or consulting team in order to ensure professional and comprehensive support.

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This documentation serves as a guide for the secure and efficient handling of SmartNotes customer access and systems. If you have any questions or uncertainties, please contact our support team.