7.0.8 Insight Remote Support Security White Paper

Insight Remote Support at HP

HP Data Centers

All customer data received by HP is treated as “HP Confidential” and treated in accordance with HP’s Data Handling

guidelines for HP Confidential information.

Customer data is stored in one of six HP Global IT Next Generation Data Centers (NGDC) — two each in the geographical

zones of Austin, Texas; Houston, Texas; and Atlanta, Georgia — that have site-to-site and zone-to-zone business

continuity and disaster recovery capabilities. The NGDCs operate continuously (24x7) in a lights-out computing

environment with strict physical and logical access control mechanisms. HP corporate data centers are concurrently

maintainable and are designed to meet or exceed the American National Standards Institute / Technology Industries

Association (ANSI/TIA) 942-2005 Tier III Data Center standards.

Data Center Backbone

Austin

Zone

Houston

Zone

Atlanta

Zone

Corporate Network

HP Corporate Network

HP Regional Offices

Figure 2: HP Corporate Network

Data Stored at HP

Data transmitted to HP is received by the Application Servers in the Remote Support Data Center (RSDC). The Application

Servers are responsible for the initial processing of data and routing it to the appropriate destination. There are two

basic types of data transmitted to HP from Insight RS: event data and collection data. Event data is any data that is the

result of a hardware or software event that occurs on a monitored device that is sent to HP. Collection data contains

configuration details about monitored devices in your enterprise. Configuration information can be used to restore

device configuration parameters after a hardware component has been replaced. It can also be used for configuration

analysis. Configuration analysis compares your device configuration information against HP’s known problem database

in order to identify potential configuration issues that could impact production and/or performance.