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University Technology Services

• UTS Home

INTRODUCTION
Timbuktu is a very useful remote computing tool that can be used to connect to other computers via a TCP/IP network. Once the client has been setup on a computer and the customer has given authorization for its use it basically allows another computer to control or observe exactly what is happening and easily troubleshoot and resolve the problems over the network. It also allows you to upgrade software and more importantly train the customer while you are interacting with their computer.

SCOPE
This program can only be installed on computers that have been given authorization by UTS.

RESPONSIBILITY
It is the responsibility of UTS to administer and protect the use of Timbuktu on any authorized installations.

GENERAL
UTS will ensure that Timbuktu will be kept safe and secure from interference of unauthorized or improper access. UTS will only use this program when the customer authorizes its use on their computer. This program will be strictly used for troubleshooting or updating software on the customer's computer.

Other Relevant Policies

• Access to Information/Privacy Protection and the Board of Governors
• Freedom of Information and Protection of Privacy - McMaster University
• Guidelines for Privacy and Access to Records of McMaster Employees
• Guidelines for Privacy and Access to Records of Alumni and Donors to McMaster

Applicable Procedures

1. The customer will follow the same procedure as specified under the Computing Help & Information pages on the UTS Website.
2. Before connecting to the customer's computer with Timbuktu, the customer will be called by telephone.
3. The customer will startup the Timbuktu program via desktop icon.
4. The customer will receive a dialogue box allowing them to grant permission to UTS Client Services staff.
5. The customer will then click OK so that their computer can be remotely administered.
6. Finally, once the issue has been resolved the customer can exit and shutdown Timbuktu. Exiting the program will completely shutdown any interaction.