The repair may be right and the evidence may still be useless. A ticket marked ‘resolved’ can't show what an administrator did inside the server. A controlled, recorded session can give the customer and MSP something much better than competing memories.
The person doing the work shouldn't have to recreate an entire administrative session from memory. Give each engineer an individual identity, apply the customer's access policy, and retain the record of the work on the authorized target. Agree in advance who can review it and how long it will be kept.
AIC Enterprise Privilege Suite™ brokers SSH, RDP, and VNC sessions and supports recording and replay. The customer can review the session alongside the associated activity records. A shared target account no longer has to be the only clue to who was at the keyboard: the access path starts with an identified operator.
Recording also helps the provider. When a customer asks whether a particular change was made, the discussion can start with the record instead of an accusation. Review access needs its own limits because a session may contain sensitive information.
The customer's network design still matters. If the same engineer can bypass the gateway with an old VPN route and a known administrator password, the recorded path is only one of several ways in. Review those alternate routes as part of deployment.
This is a useful division of responsibility: the customer approves access, the MSP performs the work, and an authorized reviewer can examine what happened. The same record can support incident investigation and the compliance evidence package.
The everyday procedure can be straightforward: approve the job, open the approved SSH, RDP, or VNC session through the PAM gateway, do the work, and review the record. The free product guides and training materials help the customer and MSP establish that routine. Staff can learn the workflow they need without becoming experts in every other module. PAM session recording, replay, and associated activity records give the customer and MSP one administrative session to examine.
Bring a typical MSP maintenance job to an AIC demonstration. We'll walk through a controlled connection and its replay, then discuss how the customer and provider should share the evidence. Include your MSP in that conversation. We want a working relationship in which the customer and provider both have what they need to succeed.
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Background: NIST guidance on assessing controls