A.05.80 HP Insight Remote Support Advanced Operations Guide (October 2012)

Chapter 2
Remote Support Entitlement
The Remote Support Entitlement services allow you to enable or disable remote support for any
and all Remote Support eligible systems in your enterprise. The Entitlement tab also displays the
status of and provides access to the Remote Support Entitlement Check (RSEC) for individual
eligible systems. If a system is supportable but does not meet a support obligation, events
submitted to HP by HP Remote Support may be closed without action.
Your level of entitlement is determined by your HP Support contract. Contact your HP Account
Team for more details.
About the Remote Support System List
The Remote Support System List is available on the Remote Support Entitlement tab and displays
details for systems that are eligible for Remote Support. This list is generated by the rules
implemented with the Remote Support Eligible Systems List package that was
installed with Insight Remote Support Advanced. This list is part of a table that provides the
following categories (columns) per system (rows) in your enterprise.
l The Transport Enabled (TE) column indicates whether or not entitlement checks and events
can be submitted for each system listed.
l The Remote Support Ready (RS) column gives a high level indication that entitlement,
location, and/or contact information has or has not been properly configured for devices in the
Remote Support System List. The column does not identify which of the three information types
may be misconfigured.
l The Entitlement (ENT) column displays the entitlement status for each of the listed Remote
Support eligible systems in your enterprise. The status is denoted by an symbol; for example, a
green symbol with a white check mark indicates the Remote Support Entitlement Check
(RSEC) was successful and returned a valid entitlement for that system. Tooltips describe the
significance of each status symbol. You can also click on the symbol to display more details on
a system's entitlement status in a separate Remote Support Entitlement Details window.
Entitled systems are part of the Remote Support Enabled Group in HP SIM.
l The Contract Package (CP) column displays the contract package type associated with each
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