A.05.70 HP Insight Remote Support Advanced and Remote Device Access Security Overview (October 2011, 5900-1735)

2.4.1 Data Sent to HP
For event monitoring, the information collected and transmitted to HP may include:
• Hardware model number
• Hardware serial number
• Operating system version
• IP address
• Fully qualified domain name (FQDN)
• Failing device configuration information
• Failing device firmware information
• Hardware event information; for example a failed power supply or temperature readings
• Memory configuration information
As part of event handling, the following information may be requested by HP Support to aid in further analysis
and diagnosis of failures. Collection and transmission of this additional information may be performed on
a scheduled basis as part of standard or advanced configuration collections, or it may be requested to aid
in the resolution of a hardware failure event:
• Error logs and failure event details
• Performance data for the system
• Memory configuration details
• Memory stack traces
• Running processes
• Performance metrics
• Installed patches
• Installed applications
• Detailed hardware configuration
• Detailed network configuration
• Memory stack trace (this information requires manual intervention)
• Memory crash dump (this information requires manual intervention)
The following information is transferred with every event and stored at HP. This information is necessary to
facilitate HP-to-Customer communications if an event requires human intervention.
• Company name
• Site name and address where the equipment is located
• Customer contact phone number
• Customer contact e-mail address
2.4.2 HP Data Storage and Retention Policy
Customer data is stored in a physically secure data center located in Austin Texas, Houston Texas, or Atlanta
Georgia (USA). The data is stored across encrypted and unencrypted databases. Physical and logical access
to the systems hosting these databases is restricted to HP IT data center personnel and HP Support teams.
Logical access to the above customer data is provided via a Web User Interface called the Application
Management Console (AMC), as well as HP’s Electronic Site Management Guide and the Internal HP Storage
Environment System. HP Support personnel request management approval to access this data and are
authenticated using their HP domain account (Domain\username & password) or their HP issued X.509
digital certificate. The type of authentication required is determined by the type and classification of the data
held in the database. The database underlying the AMC UI application is encrypted.
The AMC and Storage Portal are available only within HP's intranet. The Electronic Site Management Guide
(eSMG) has both an internal (HP) and an external (Customer) user interface. Access within eSMG is
18 HP Insight Remote Support Advanced