HP Device Health & System Health Apps - Security White Paper

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6. Q: What version of TLS (Transport Level Security) is used by System Health Apps/Device Health
A: This solution utilizes TLS version 1.2 or above end to end as appropriate.
7. Q: Does HP System Health Apps & Device Health require the EWS password for data collection or
to send telemetry to the HP cloud?
A: No
8. Q: What are the benefits of/who benefits from System Health Apps & Device Health?
A: HP Device Health – the application enabled by System Health Apps -- delivers benefits to
customers/IT decision makers by maximizing device uptime and enabling faster issue resolution.
9. Q: Why is HP deploying this capability?
A: This deployment aligns with HP’s strategy to improve the customer experience and to simplify
and streamline HP’s ability to deliver support and services to customers. With connected devices,
HP can detect and resolve some customer issues remotely and seamlessly. For those
circumstances where on-site service is required, HP can detect the issue in advance improving the
likelihood of resolving the customer’s issue in one visit and with the correct part if a part is needed.
10. Q: Is System Health Apps & Device Health anything like Smart Device Service (SDS)?
A: Yes. System Health Apps & Device Health are the extension of SDS to enterprise class
transactionally placed printers (i.e. printers not under a managed print services contract). As with
SDS, System Health Apps & Device Health sends device telemetry to the cloud to enable remote
monitoring of a device’s event logs and consumable levels.
11. Q: Are there any limitations to which printers offer these capabilities?
A: Yes. These capabilities are currently only available on devices that have FutureSmart 4.11
firmware or later (except for 5.0 which is not supported) AND that have a control panel of 4.3
inches or greater. HP is investigating how to extend this functionality to devices lacking such a
control panel and devices using older and different versions of firmware.
12. Q: Why would an IT manager/customer want to enable System Health Apps & Device Health?
A: For devices capable of exposing System Health Apps, that capability simplifies the process of
connecting the device to HP’s SDS cloud and allows for the Device Health functionality to work.
Without this connectivity, those services cannot be provisioned. Device Health improves the print
IT manager/end user experience by:
1) enabling call center agents to remotely resolve some issues over the phone (faster return to
printer uptime),
2) enabling HP to diagnose the root cause before sending a service tech on-site so that they can
resolve the printer’s issue with the right part(s) (when needed) and on the first visit (faster return
to printer uptime).
13. Q: What effort is involved on the part of an IT print manager or end user?
A: If System Health Apps is enabled during the device set-up process, no additional effort is required.