7.0.8 Insight Remote Support Security White Paper

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The HP support specialist will generate room keys for the Virtual Support Room and share those keys via unencrypted
email or phone with the customer. The keys are required to enter the Virtual Support Room. The room keys are valid for
one hour and must be re-generated after that time.
Joining a VSR session is a single mouse click action. A customer does not need more than a web browser, connecting via
HTTPS to the HP Virtual Support Rooms infrastructure. The VSR server infrastructure is owned and hosted entirely by
HP. The first-time use of the HP Virtual Support Room will initiate a small client download (less than 2Mb).
It allows HP support personnel to diagnose problems, transfer files, and resolve issues. HP support personnel can:
 View and control a customer’s desktop and applications
 Take a snapshot of a customer’s desktop and save the results to a file
 Collect, display, and save system information to a file
 Chat
 Provide support with the customer’s confidence. All actions requested by the support engineer (taking desktop
control or snapshot, collecting system information, file transfer) must first be approved by the customer – via a
popup permissions window, and are completed with secure transmissions.
 The customer views all activity in real time and can suspend a remote access session immediately if so required.
Note: All sessions are encrypted with AES-256 using SSL over HTTPS on port 443. Because VSR is a web
application, web proxy servers can be used to access the HP VSR infrastructure.
Customer
Administrator
HP External
Firewall
Virtual Support Rooms
XP24000
Superdome
Internet
Blade system
Corporate Network
Customer
Firewall
HP Support Specialist
Virtual Room Server
HP Internal
Firewall
Request/Allow Control
over Desktop
Administrator’s Desktop
HP DMZ
Shared Desktop
HTTPS connection to HP Virtual Support Room
TCP/25 (SMTP)
TCP/443 (SSL/TLS)
TCP/443 (SSL/TLS)
Remote Connection to HP Supported Device
EMAIL Support Room Key
Allow or Disallow control over Desktop in VSR
Application Specific
Figure 12: Virtual Support Room Architecture
Data Privacy
HP is committed to protecting customer privacy. Personal information provided to HP and any data collected by this RDA
tool or other associated tools and utilities will not be shared with third parties. Information and data might be shared
with other HP entities and business partners who are providing the services described in the Insight Remote Support
documentation and who might be located in other countries. Suppliers and service providers are required to keep the
information received on behalf of HP confidential and may not use it for any purpose other than to carry out the services
they are performing for HP. Our privacy practices are designed to provide protection for your personal information all