Cyana AI Assistant for Remote Support and Management

This technical white paper provides an in-depth examination of Cyana, SimpleHelp's AI assistant designed for remote support and remote monitoring and management (RMM). It outlines the functionality of Cyana, which operates within the existing SimpleHelp platform, offering technicians a natural language interface to manage multiple machines efficiently. The document details the various controls implemented to ensure security and compliance, emphasizing that controls are enforced in server code rather than relying solely on the model's behavior. It describes how Cyana facilitates quicker decision-making for technicians by allowing them to ask questions across groups of machines and receive immediate answers. The paper also explains the layered security model, which includes administrator permissions, technician approvals, and automated reviews for high-risk actions. Intended for IT managers, MSP owners, and security reviewers, the paper discusses the rollout process of Cyana and its integration within SimpleHelp, ensuring that all actions are logged and reviewed appropriately.