A.05.80 HP Insight Remote Support Advanced and Remote Device Access Security Overview (October 2012)

Security Overview
Chapter 3: Remote Device Access (RDA)
The HP support specialist will generate room keys for the Virtual Support Room and share those keys via
email or phone with the customer. The keys are required to enter the Virtual Support Room. The room keys
are valid for one hour and must be re-generated after that time
Joining a VSR session is simple. Customers can connect from any desktop with a supported browser and
Internet access to the HP VSR infrastructure. The VSR server infrastructure is owned and hosted entirely
by HP. The first time use of the HP Virtual Support Room will require installation of the VSR Client plug-in
(less than 600 KB).
The HP VSR allows HP support personnel to diagnose problems, transfer files, and resolve issues. HP
support personnel can:
l View and control a remote desktop and applications
l Take a snapshot of customer’s desktop and save the results to a file
l Collect, display and save system information to a file
l Chat
l Provide support with their customer’s confidence. All actions requested by the support engineer (taking
desktop control or snapshot, collecting system information, file transfer) must first be approved by the
remote user – via a popup permissions window, and are completed with secure transmissions.
l The customer views all activity in real time and can suspend a remote access session immediately if
so required.
Note: All sessions are encrypted using SSL over HTTPS on port 443. Because VSR is a web
application, web proxy servers can be used to access the HP VSR infrastructure.
Figure 3.8. Virtual Support Room Architecture
HP Insight Remote Support Advanced and Remote Device Access (A.05.80)Page 48 of 97