Remote Support
The Remote Support tab gives you two ways to get help with AI Security:
- Superna AI — an AI support assistant built into the product. It answers product questions, explains what you see on screen, and helps diagnose errors.
- Human Remote Assistance — a live screen-sharing session that connects a Superna support engineer to your console, with two-way voice, chat, and engineer annotations on the shared screen.
Both are available from the floating support panel. Open the panel from the button in the lower-right corner of the screen, or from this tab.
Superna AI Support
Superna AI is trained on AI Security. It can:
- Answer questions about how AI Security works.
- Explain status badges, job states, alarm codes, and dashboard metrics.
- Walk you through step-by-step workflows.
- Help diagnose and resolve errors.
- Guide you to the right screen ("Show me" navigation), run guided diagnostic scans, and provide a guided-setup checklist.
Superna AI declines questions about unrelated topics, pricing, contracts, or custom infrastructure design. It offers to escalate to a human engineer for issues that need backend log analysis or deep system investigation.
You can rate each answer with thumbs up or down and indicate whether it solved your problem. The panel recovers automatically from a dropped connection by reconnecting to the same session for about 60 seconds.
Get help with an error
When you ask a question, Superna AI can use a screenshot of your current page as context. This lets it read the exact message on screen and give a more precise answer.
- Navigate to the page where the error is visible, for example the Jobs page or the System Monitor page.
- Open the support panel.
- Describe what you see, or ask "what does this error mean?"
If you cannot navigate to the error, paste the error text into the chat. A partial message is usually enough.
AI screen-context sharing
Allow AI screen-context sharing is an administrator setting. When it is on, a support user can opt in for a single session to share the current page with the AI. Input values and secrets are redacted. When it is off, the option is not available. The opt-in resets when the session ends.
Human Remote Support Sessions
A remote support session lets a Superna support engineer view your console in real time. You stay in control: you start the session, you end it, and nothing is shared until you start it.
Start a session
- Click Start Support Session. The console creates a session and displays a 6-digit session code.
- Share the code with your Superna support engineer by phone, email, or chat with your account team.
- The engineer enters the code at the Superna support portal to join.
- The status badge changes from Waiting for support to Support connected when the engineer joins.
While you wait, Open Chat Panel opens the support panel so you can chat with Superna AI. A session code is single-use. A new session always generates a new code.
Session queue
If an engineer is assisting another customer, your session enters a queue and the support panel shows your queue position. The session timer counts down while you wait. Click Extend in the panel if you need more time.
Session duration
Sessions have a fixed duration shown by a countdown timer. The timer turns red when fewer than 5 minutes remain. Click Extend in the support panel to add time without ending the session. The session ends automatically when the timer reaches zero.
End a session
Click End Session at any time. The session ends immediately, the engineer's view disconnects, and all screen and audio capture stops. The session is recorded in the Session History table.
Screen Sharing and Audio
When a session starts, your browser asks for permission to share your screen. The browser requires your consent before any content is sent.
| Browser | Prompt |
|---|---|
| Chrome 107 and later | A one-click Share this tab? prompt. Select Share to share only the current tab. |
| Firefox and Edge | A window and tab picker. Select the browser window or tab to share. |
Only the selected browser tab is shared. The engineer cannot see your desktop, other applications, system notifications, or other browser tabs.
Microphone and speaker
The session supports two-way voice.
- Your browser requests microphone access separately from screen sharing, unless you already granted it to this site.
- Your voice is captured from the selected microphone. The engineer's voice plays through the selected speaker or the system default.
- The device selection is saved per browser.
- You can mute and unmute at any time in the support panel without ending the session.
If you deny microphone access, the session continues with screen sharing and text chat only. To turn voice on later, allow microphone access in your browser's site settings and enable it in the support panel.
Network requirements
Screen and audio streams are sent outbound over an encrypted WebSocket connection to the Superna relay server. You do not need to open any inbound ports on the appliance or your firewall.
Session History
The Session History table shows the last 10 sessions, newest first. Records are stored on the appliance and are not deleted automatically.
| Column | Description |
|---|---|
| Date | Date and time the session started |
| Code | The 6-digit session code |
| Duration | Total time from start to end |
| Status | Active (still running) or Ended |
Relay Host Configuration
The relay server routes the screen stream, voice, and chat between your browser and the support engineer. Your Superna account team configures the relay host during deployment.
The Relay Host field accepts a bare IP address or hostname (connected securely on port 443) or a full https:// or http:// URL. The relay host is saved with your other system settings.
A status indicator next to the field shows whether the relay is reachable:
- Green dot — the relay is online. The AI assistant and remote sessions are available.
- Amber dot — the relay is unreachable. Sessions cannot start until connectivity is restored. Contact your Superna account team to verify the relay deployment.
Privacy and Security
- You control start and end. No one can view your console unless you start a session and share the code.
- The browser enforces consent. Screen capture requires your permission in the browser dialog.
- No desktop access. The engineer sees only the selected browser tab.
- Outbound traffic only. The appliance accepts no inbound connections for support.
- Session codes are single-use. A code cannot reconnect to a closed session.
- Authenticated connections. The console attaches a short-lived signed token to each session so the relay can confirm that the connection came from a genuine Superna product.