7.0.8 Insight Remote Support Security White Paper

15
have the option to specify your HP authorized reseller(s) or support provider(s) during setup of HP Insight
Remote Support software. Only the HP authorized resellers and support providers you associate with your
devices can receive your configuration data to individually contact you for making IT environment
recommendations, sell, or deliver solutions.
Automated Connections to HP
Insight Remote Support will automatically open a HTTPS communication channel to HP for the submission of service
events, data collections and automatic device registrations. In addition to these messaging events, HP Insight Remote
Support Client installations will send 'Heartbeat' messages to the HP Data Center once every 24 hours to verify
connectivity. Insight Remote Support Heartbeats are used to verify that communication with HP is functioning properly.
Missing ‘Heartbeats’ are only acted upon for customers where this is a contractual deliverable. Currently, this is limited
to customers who have purchased either a Mission Critical or a Mission Critical Partnership contract. If there are open
service events or pending data collections, the Insight Remote Support Client will automatically connect to the HP Data
Center every 10 minutes to check for status updates or to confirm the successful submission of pending data collections.
If there are no open service events or pending data collections the Insight Remote Support client will connect to HP
every 6 hours to check for and retrieve routine messages and updates.
Connection Retries
If an Internet connection fails to connect to HP, it will automatically retry the connection after two minutes. If the
connection still fails, it will retry again after four minutes and again after eight minutes. Doubling the time after each
failed attempt until the maximum number of retries (10 retries or 2048 minutes) is reached. If all connection attempts
fail, the data will be discarded and an Application Failure message will be displayed in the Insight Remote Support
console.
Email Notifications
Insight RS has the capability of sending email notifications to the default and device contacts when certain events occur.
You can enable email notification on the Administrator Settings Integration Adapters tab, enabling email notification
in the Insight RS Console, allowing you to receive email notification for any or all of the following events:
Notification State
Description
Case Opened
Default and backup contacts notified when a case is opened in the HP data center.
Note that service events generated by test events are never opened so an email will
not be sent for test events.
Case Closed
Default and Backup contacts notified when a case is closed in HP data center. Emails
are also sent for service events generated by test events.
Collection Sent
Default and Backup contacts notified each time data collected about a device is sent
to HP.
Application Failure
Default contact notified when the Insight Remote Support application fails, or when
a data transport failure occurs.
Software Management Updates
Default contact notified whenever there is a new software update is available.
Entitlement Expiration
Default and Backup contacts notified when a warranty or contract is about to expire.
Notifications are sent at 90, 60, 30 and 0 days prior to expiration.
New Device Discovered
Default and Backup contacts notified when a new device has been discovered.
Hosting Device Threshold
Exceeds %
Default and backup contacts notified when the Hosting Device’s capacity exceeds
the specified percentage of devices that Insight RS can support.
Email messages may contain device IP Address and Fully Qualified Domain Name. This information is sent from the
Hosting Device via unencrypted email.
HP does not recommend sending unencrypted email notification messages to destinations outside of your company.