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  1. FAQ

FAQ

About Teramind

How does Teramind work?
Teramind captures and records user activity on computers and sends the information to the Teramind server located in the cloud, private cloud or on-premise. This data can then be used to determine employee productivity and process optimization, insider threat detection and data loss prevention based on policies and rules defined in Teramind.
What kind of organizations use Teramind?
Teramind customers range from small to medium size businesses, to large multinational conglomerates, to regional and federal government entities. Teramind can be used to ensure conformance with compliance initiatives (GDPR, ISO 270xx, HIPAA, PCI-DSS etc.), for data loss prevention, privileged user monitoring, third party vendor monitoring, audit, forensics and more! Visit www.teramind.co/sim and click the START TOUR button on the dashboard (top right corner) for a guided tour of most common Teramind use cases.
How do I get started? Is there a free trial?
Simply select the Teramind solution you are interested in, your preferred deployment model, and the expected number of users/endpoints/terminal servers and click “Start Free Trial” on the Teramind Pricing page to get started. Teramind is yours to try for 14 days on-premise or 7 days cloud at no cost.
Will my credit card be charged during my free trial period?
You’ll have a free 7 days (Cloud) and 14 days (On-Premise) to test out Teramind. At the end of your trial, regular billing commences and your credit card will be charged. Your credit card will not be charged if you cancel any time during your trial period.
What are my different deployment options? Cloud/on-prem/AWS/private cloud/Google Cloud/Microsoft Azure?
Is Teramind Cloud multi-tenant?
No, Teramind is not designed as a multi-tenant system. For security and compliance purposes, each Teramind customer gets their own database and server that are isolated from other customers.

For managing multiple clients, we would advise deploying multiple Teramind self-hosted servers, one for each client. If you ran only one deployment, all the monitored employees (from different clients) would show up on the same dashboard, making reports useless, as there would be no way to organize them separately.
How is Teramind licensed? How do I start my subscription?
Teramind software is licensed based on a monthly or annual subscription. Depending on the type of deployment, pricing is calculated based on number of users (Cloud) or endpoints (on-prem and private cloud) and terminal servers. To start, simply select the Teramind solution you are interested in, your preferred deployment model, and the expected number of users/endpoints/terminal servers and click “Start Free Trial” on the Teramind Pricing page. This will give you a free 14-day on-premise or 7-day cloud trial. Please contact us if you have any questions.
Is Teramind Agent visible on users’ computers?
Teramind Agent can be deployed in hidden or revealed mode depending on your particular use case. When deployed in revealed mode, users are aware of the Agent’s existence and can sign on/off the Agent.
Can the Teramind Agent monitor a Terminal Server?
Yes, Teramind can be deployed on Terminal Servers and is fully supported. Our Terminal Server licensing applies, which is equal to 30 endpoints.
What platforms does Teramind support? Is it compatible with Windows and Mac OS?
The Teramind Agent supports Microsoft Windows 7, 8, and 10 (32 & 64-bit),
Microsoft Windows Server 2008, 2012, 2016 and 2019, Mac OS 10.15 (Catalina) and Mac OS 10.14 (Mojave). In addition, we support Citrix, VDI, VMWare Horizon, as well as Terminal Server deployments.
Does Teramind track idle time and productivity of users?
Yes. Teramind provides idle time, application usage, social media usage, browser activity/usage and much more. A specific calculation is applied to measure productivity of users based on amount of “user activity”, which is primarily based on keystrokes.
Does Teramind track URLs visited, files uploaded, clipboard copy/paste and other actions?
Yes. Teramind can be configured to track all user activity and actions. With rules and policies created in the Teramind Dashboard, administrators can also ensure correct utilization of office resources, content and data.
Can Teramind stop unauthorized data exfiltration?
Yes. Teramind DLP can be utilized to create content-based rules and policies to ensure unauthorized data exfiltration attempts are stopped and forensic evidence of the actions are captured.
Can Teramind monitor privileged users (administrators)?
Yes, this is a very common Teramind use case. Teramind can monitor, record and capture all privileged user sessions.
Does Teramind keep a log of all review/administration activity on the Teramind Dashboard?
Yes. Teramind provides an immutable log of all actions taken by Teramind admins in the Teramind Dashboard and admin console.
Can Teramind user session recordings be used as forensic evidence?
Yes, this is a very common use case for Teramind implementations. The actual user session recordings of policy and rule violations can be leveraged as forensic evidence of user actions.

Getting Started

How do I get started?
Check out this article, How do I get started?
What’s the difference among Teramind Starter, Teramind UAM, Teramind DLP editions?
How can I get assistance during my trial?
What functionality is available on the trial version of Teramind?
How do I install the Teramind Agent?
Check out this article, How to install the Teramind Agent.
How do I contact you if I have technical or pricing questions?
We are an email away! Simply reach out and request a call or email us your questions and we will get back to you right away!
How do I subscribe to Teramind?
Simply select the Teramind solution you are interested in, your preferred deployment model, and the expected number of users/endpoints/terminal servers and click “Start Free Trial” on the Teramind Pricing page to get started. Teramind is yours to try for 14 days on-premise or 7 days cloud at no cost. Once you have your account set up, you can subscribe to the Teramind solution of your choice through the Teramind Dashboard, or simply contact us for assistance and we can get you going!
How is Teramind licensed?
Teramind is licensed on a per endpoint basis for on-premise and private cloud deployments, and is licensed on a per user basis for cloud deployments. You can choose between a monthly or annual subscription when you sign up.
How do I get onboarding assistance and help to create policies and rules?
Contact us and we will assign you a customer success engineer to help you with installation, setup, onboarding, configuration. We can even help you get started with setting up your first policies and rules.
How do I configure Teramind to ensure our data privacy requirements are met?
Teramind is fully customizable to provide organizations with the ability to tailor the platform to their specific needs, ensuring privacy requirements are fully met. User session recordings can be completely turned off or set to record only during rule/policy violations; keystroke logging can be turned off; Teramind can be limited to only record activity for certain work-related applications, only during specific times, and much more.

Check out this article, How to ensure employee privacy to learn more.
How much storage do I need for user session recordings?
Approximately 1 GB per 160 hours of data per screen at full quality & color recording, or 350 hours of black & white at 70% scale. If you go with the Cloud deployment option, we got you covered for 6 months of user sessions recordings.
How CPU-intensive is the Teramind Agent? Will it have a substantial impact on the operation of the computer it’s monitoring?
Teramind Agent is super-light-weight. It consumes approximately 30 MB memory and 1-3% CPU utilization, depending on user activity.
How much storage do I get with the cloud deployment option?
Teramind subscriptions allow you to store up to 6 months of screen recording, and an unlimited amount of meta-data reported by your Teramind Agents.

Pricing

How are Teramind products priced? Is there any volume discount?
All Teramind solutions are licensed on a subscription basis. Pricing is based on # of users for Cloud deployments. For on-prem and private cloud deployments, pricing is based on # of endpoints and # of terminal servers.
The volume discount starts at 500 users/endpoints and automatically applied when using our license calculator.
What’s the difference between annual and monthly subscription?
If you choose to pay for your subscription annually, you will get 2 months free subscription (equal to 17% discount). The price is paid upfront.
What is a Teramind endpoint? What is a Teramind user?
A “Teramind user” is an employee that is tracked using the Teramind Agent. A “Teramind endpoint” is a single-user device that is monitored, such as a Windows or Mac workstation. An endpoint can also be a Windows Server that is not a Terminal Server. Teramind is licensed on a per endpoint basis for on-premise and private cloud deployments, and is licensed on a per user basis for cloud deployments.
How are Terminal Servers priced?
Teramind treats Terminal Servers as 30 endpoints. So from a cost perspective, one Terminal Server license is equal to 30 endpoint licenses.

You can calculate the pricing from our pricing page. Select the On-Premise option and enter the number of terminal servers you need in the add terminal servers field.
What payment options do you accept?
We accept MasterCard, Visa or American Express. We also accept bank transfers or checks (US customers only for checks).
Can I switch between Teramind UAM and Teramind DLP or another Teramind edition later?
Yes, you can upgrade, downgrade and switch to any Teramind solution at any time. Check this article to learn how.
How can I upgrade/downgrade my current Teramind edition?
Check this article to learn how.
What is included in the subscription product/price?
The subscription product/price includes the software license, technical support and software updates during the term of the subscription.
What kind of support SLA do you provide?
Teramind cloud deployments are eligible for telephone and email support.
Teramind on-premise and private cloud (AWS, Azure, etc.) deployments are eligible for 24×7 follow-the-sun support and an Enterprise SLA (contact us if you need a copy of the Enterprise SLA document).
What governs the terms of service and support?
For the Cloud deployments Terms of Service and Privacy Policy applies. For the Private Cloud (AWS, Azure) and for On-Premise deployments the EULA and Enterprise SLA are used (contact us if you need a copy of the EULA and Enterprise SLA documents).

Technical

What platforms are supported by Teramind?
Do you support Linux?
Teramind doesn’t support Linux at the moment.
Do you support Citrix / XenApp / XenDesktop?
Yes. Teramind is a complete solution for XenApp or XenDesktop session recording. As a drop-in replacement for SmartAuditor, Teramind provides visual screen recording for all Citrix sessions, as well as indexing all user activity metadata. Organizations can use the software for privileged user,external vendor monitoring, and jump gateway monitoring.
How much bandwidth does Teramind consume?
That depends on how you configure Teramind, and on the activity level of your users. With the default configuration and normal usage, Teramind should not use more than 10kb/s upstream. You could configure Teramind to run at a reduced frame-rate and color palettes, and that would cut back up to 50% of bandwidth consumption. Teramind is also aware if the connection is poor and jittery, and will dynamically reduce the frame rate accordingly to minimize bandwidth usage.
Will my antivirus software trigger alerts when installing or running Teramind?
We work with all leading AV software providers to ensure we are antivirus-friendly. Teramind has been whitelisted from many of the leading antivirus packages. We also sign all of our software with an extended validation certificate. In most cases, your antivirus software will recognize Teramind as legitimate software and not interfere.

You can use our Antivirus Configuration guide to take steps to configure and whitelist Teramind with your AV software. Contact us if you need any additional assistance!
Does the Teramind Agent support offline monitoring?
Yes, the Teramind Agent will continue recording and enforcing all rules and policies. When the computer reconnects to the network, the Teramind Agent will upload the user session recordings (and will throttle to ensure the network bandwidth impact is minimal).
Do I have to restart the computer after I install the Teramind Agent?
No. The Teramind Agent setup does not require a reboot.
Can I install Teramind Agent remotely?
Yes. Check out this article, How to install the Teramind Agent for detailed instructions on downloading and installing the Agent.
How do I uninstall a Teramind Agent?
Check out this article, How to uninstall the agent.
How secure is the data Teramind collects and stores in the cloud?
All Teramind data is encrypted at rest and in motion. Check out our Platform Security page to learn more about the various security, reliability and scalability features Teramind platform offers.

Employee Monitoring

What is employee monitoring?
Employee monitoring is the process of tracking all activity conducted by employees while logged in to a computer which has employee monitoring software installed on it. This is done to measure productivity, prevent insider threats and unauthorized data exfiltration, and keep track of how employees spend their time while logged in at work.

Check out our Employee Monitoring page to learn about employee monitoring, types and features of employee monitoring software, benefits and more.
Is employee monitoring legal?
In most jurisdictions employee monitoring is legal with no restrictions. However, there may be restrictions on what employee activities you monitor or record. Please consult your legal counsel to ensure you are implementing employee monitoring within the legal and regulatory guidelines applicable to your organization and jurisdiction. Teramind is fully customizable with respect to its monitoring and recording features to abide by any legal, ethical or regulatory restrictions.

We have created a white paper that takes a look at employee monitoring regulations in different countries and the best practices for employee monitoring while conforming with user privacy rights. You can download the white paper here.
How can I monitor employees’ computer activity?
Using employee monitoring software from Teramind, all user activity can be monitored and recorded in real-time. Action can be seen via live view or playback history, which includes everything done on desktops, servers, thin clients and remote networks. Smart rules and automated alerts can be utilized to notify you of user violations instantaneously and take a variety of actions such as block the action, block the user, lock the user out, request management authorization, etc.
How can I turn monitoring on/off for a user or group?
You can turn monitoring on/off for a user or computer. Check out this article, How to turn monitoring on/off for a user or computer to learn more.

You can create monitoring profiles for a group of users and turn monitoring on/off for the group or change what they will be monitored for. Check out the
Changing the Monitoring Settings section on the Teramind User Guide to learn more.

Additionally, each rule and policy in Teramind can be configured to monitor specific users or groups. Check out the General Tab on the Rules Editor to learn more.
How can I measure employee productivity?
Through Teramind’s comprehensive dashboards and employee analytics, employers are given invaluable insight into productivity and daily workloads. Custom guidelines can be set to determine what employees spend most of their time doing, including what applications are being used, how many emails are being send, what types of websites are being visited, and much more. Teramind provides the flexibility to evaluate entire departments or single employees on demand, with in depth information to help make informed decisions about your workforce.

Check out the Viewing User Activity with the Monitoring Reports to learn more.
What are insider threats and how can I detect and protect against them?
Insider threats come from people with intimate knowledge of an organization’s internal affairs, including current and former employees, contractors, vendors or associates. Insider threats carry devious intentions, weather leaking important information to the public or competitors, or threatening security through exposing sensitive data. The best way to expose and prevent insider threats is by identifying malicious intent before action is taken. Teramind keeps you up to date and aware of all user activity, allowing you to detect disgruntled employees first, rather than letting them become a serious issue. The software also allows you to restrict certain actions that could be tied to insider threats, as well as review recordings of all activity in order to conduct in-depth investigations into potential security risks.

Check out the Teramind Rules Guide to learn how you can create rules to detect and prevent insider threats.
What is employee website/internet monitoring?
This is the process of using software to monitor every website and unique URL visited by employees while logged in for work. Organizations can view a live feed of user internet activity, or a text-based log of all pages and websites visited by any tracked user using Teramind’s employee monitoring software.

Check out the Web Pages & Applications section on the Teramind User Guide learn how Teramind can help you monitor employee website/internet usage.

Check out the Teramind Rules Guide to learn how you can create website/internet rules.
How can employee emails be monitored?
Included in Teramind’s software is full email monitoring capabilities. Teramind records all information when employees send or receive emails, including attachments, message content and information about the addressed receiver. This functionality is available for all email platforms including Gmail, Yahoo, Outlook, Lotus Notes and more. Management is able to set alerts based on custom parameters such as trigger words within message body content.

Check out the Emailing section on the Teramind User Guide learn how Teramind can help you monitor employee email activity.

Check out the Teramind Rules Guide to learn how you can create email-based rules.
What email platforms do you support?
We currently support Outlook (desktop and web), Outlook.com, Gmail, Yahoo Mail, Thunderbird, Sylpheed and Yandex Mail.
What is a keylogger/keylogging software?
A keylogger is software used for surveillance which can record any and all keystrokes made by a user. Teramind’s employee monitoring software comes equipped with full keylogging capabilities, tracking the individual keystrokes of all employees. These records are indexed and added to in-depth logs which can be used to help gauge employee productivity, and generate user analytics. This keylogging capability also includes all instances of the copy and paste functions. With Teramind, you can turn off keylogging for some or all of your users or limit to only certain applications.

Check out the Keystrokes section on the Teramind User Guide learn more about keylogging feature in Teramind.

Check out the Teramind Rules Guide to learn how you can create Keystrokes-based rules.
What is file transfer tracking?
Teramind software can be used to track the creation, deletion, access, and edits of all internal files. Employers can create notifications to be alerted when files are uploaded to the cloud, whether via email attachments, or using applications such as OneDrive, Dropbox, Google Drive and more. Access to specific folders can also be blocked, whether on local drives, networks, or USB storage devices.

Check out the File Transfers section on the Teramind User Guide learn more about file transfer tracking feature in Teramind.

Check out the Teramind Rules Guide to learn how you can create file-based rules.
How can I track documents printed by employees?
Teramind tracks and records all print requests made by users. Each document printed can be viewed in its entirety, and print requests can be searched by computer, file, printer or user name. Teramind also allows administrators to set alerts when a user attempts to print a document which contains sensitive data.

Check out the Printing section on the Teramind User Guide learn how printed document tracking feature works in Teramind.

Check out the Teramind Rules Guide to learn how you can create printer rules.

Help

How can I contact Teramind Support?
IN-APP: My Account > Support.
EMAIL: support@teramind.co
PHONE: +1 212 603 9617
Who do I contact for billing inquiries?
Subscription & Billing section of the Knowledge Base has answers to frequently asked questions about subscription and billing.

You can also email us at: billing@teramind.co. Please specify the email address of the admin, the domain of the account and your specific request.
How do I get an official quote?
Check out this article, How get an official quote.