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

Chapter 3
Remote Device Access (RDA)
Executive Overview
Remote Device Access (RDA) is a support solution that enables the delivery of HP remote support
services over the Internet or other connectivity methods. Today, many security-sensitive transactions,
such as e-commerce, stock trades, and online banking, are executed securely over the Internet using the
same security technology utilized in RDA by HP.
Enhanced security features like strong encryption, authentication, audit and target authorization address
stringent customer compliance regulations. Customizable policies, customers can control and define for a
remote control session, allow for a consistent and firewall-friendly remote support solution for use across
the HP product and services portfolio.
Service Description
HP offers several options for establishing a secure connection between HP and the customer network,
allowing an HP support specialist—with prior authorization—to remotely access monitored systems and
devices on a custmoer network. Using HP RDA, an HP support specialist can log in to a customer
system, observing normal security processes and procedures in order to provide remote hardware or
software support for faster resolution of problems.
HP Remote Access can be setup up on demand (Ad Hoc), or preconfigured (Entitled) prior to use.
Ad Hoc:
Ad Hoc connections can be used if there is no pre-configured solution installed, or if your security policy
does not allow static inbound B2B access connections into your corporate network. In the Ad Hoc
solution, the customer administrator and HP remote support representative agree to engage in an
immediate RDA session. This connection type allows for the creation of an ad hoc, or spontaneous,
remote connection to the customer administrator desktop using lightweight applications such as HP
Virtual Support Room (VSR) or the HP Instant Customer Access Server (iCAS). Once an ad hoc session
is established, a customer administrator can share their desktop within the Virtual Support Room, or allow
HP to connect via the iCAS, the support engineer can leverage this connection to provide access to target
systems inside the customer's corporate network. This solution should only be used during normal
business hours as it must be initiated from a customer administrator system connected to the corporate
network.
Entitled:
Entitled Remote Device Access describes a connection solution which must be deployed and configured
at a customer site before support can be delivered (this is sometimes called a pre-configured solution).
This may include routers or other hardware specifically configured to allow connections between HP and a
customer network. This connection type allows a support engineer to connect to or through a pre-
configured Customer Access System (CAS) on a customer's corporate network in order to gain access to
HP supported systems and devices. With prior consent, HP can initiate an Entitled connection. No
assistance is required to establish the connection between networks. However, customer administrator's
assistance will be required to provide access credentials for the supported devices.
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