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How much does it cost and where do I get it?
AutoElevate is sold exclusively through its Manage Service Provider partners. If you would like a partner to contact you with additional details, demo, pricing, or a free trial please go here.
Is AutoElevate hard to deploy?
No. We’ve made it super easy so that it can deployed across your MSP practice in minutes. We’re here to help you every step of the way. AutoElevate is deployed by installing the AEAgent onto workstations. The AEAgent is a small lightweight MSI file which can be deployed silently with just about any RMM tool, System Policies, or manually by your administrators. For your convenience we have published a full set of Labtech scripts which can help you deploy the agents throughout your environment within minutes.
How much memory and disk space does the AutoElevate Agent require?
The AutoElevate Agent is very lightweight. It consists of 3 processes that run once a user is logged in. the processes collectively use approximately 40MB of memory and 820KB of disk space. We have not experienced the agent causing any slowness or resource issues and have tested it on machines running with as little as 2GB of memory.
What outbound ports need to be opened on the firewall at our MSP and/or at our client sites?
443 outbound is all that should be required. So if you’re able to go to secure websites you should be OK.
Is AutoElevate available for macOS?
No. We are currently evaluating the need for macOS compatibility from our MSPs. If you are interested in this functionality please follow the subject in our Feature requests section, comment, and vote. We want to focus our development time and money on areas that matter to you most.
What happens if my technicians don’t respond to a client request before the timer is up?
When the end user has made a request and the timer expires, an additional dialog box will appear that states that the technician is evaluating the request, a ticket has been opened and that they will be notified as soon as a technician responds. When a technician does respond, a new notification appears for the user telling them their request has been approved or denied and allowing them to continue the installation or with additional ticket information.
Does AutoElevate enter in my admin password for end users?
Standard operation is for the process token to be re-launched with elevated credentials and for no credentials to be used or generated. Once a rule has been established, an individual rule can be changed to use “Password Mode” which generates and inserts credentials into the UAC windows instead of elevating the process token. This allows for compatibility for certain complex applications. With Password Mode credentials are generated randomly at the beginning of an elevation approval, then once again randomized, and then extinguished at the end of the process. In either case, using the standard mode or Password Mode, credentials are not stored in a database and a store of credentials is not maintained, making security tighter, faster, and easier to manage.
How does AutoElevate work?
AutoElevate has an Agent service that runs on each workstation and monitors for UAC (Windows requests for username/password) events on the client machine. It works in the background to apply proactive rules to each request or to notify a technician via our AutoElevate Mobile App. Technicians with the Notification App can quickly and easily evaluate the request and build rules to either accept or deny the requested MD5 hash to be allowed one time only, just this computer, this location, client, or for the entire MSP practice. For more detailed information on how the AutoElevate system works please sign-up and visit our support site.
Are approvals app based or version based?
Files are identified with a unique MD5 hash. By identifying the file in this way, approvals or denials can successfully take place regardless of where the file originates. Because each file is uniquely identified, each update needs to be examined and either approved or denied at least one time. Therefore a core application such as Quickbooks can be approved, but each new updates to Quickbooks would have to be explicitly examined and approved for the system to automatically elevate those requests.
Will adjustments need to be made to our installed antivirus?
So far the only antivirus that has been reported to need an exception rule made to allow AutoElevate to run is Trend Micro. Others that we are aware of require no adjustment whatsoever. Trend Micro has in some cases blocked us because our software is unknown. Likely as our Agent software becomes more widely distributed and known, the need to make any kind of special exception or rule will diminish.
Am I charged for extra technicians?
No. You can have as many technicians using the system as you desire. The monthly charge is based upon the number of Agents that are registered and active on machines.
Who receives the notifications from end users?
All technicians that have the Mobile Notification app installed will receive notifications from your clients. They can quiet the notifications by adjusting notifications on their phones.
MSPs that use PSA ticketing integration (Autotask PSA, ConnectWise Manage, Kaseya BMS) can view notifications and approve or deny elevation requests directly in their PSA tickets. Tickets generated by AutoElevate have custom statuses which can be used to build customized notifications from within the ticketing systems. Requests can also be viewed and responded to from within the Admin Portal.
By enabling browser notifications technicians have easy 1-click access to approve or deny requests and receive notifications on their macOS or Windows computer desktops directly.
Do I have to have my own on-premise server?
No. AutoElevate is a cloud based service and software platform. All you have to have to get started is a license key and instructions. We maintain the server, the mobile apps, security, updates, and web portals.