Insight Remote Support 7.0.9 Security White Paper
All information collected by Insight Remote Support and sent to HP is used in accordance with the Insight Remote Support
Terms and Conditions (see note below) and the HP Online Privacy Statement.
Note: For receiving remote support:
Installing HP Insight Remote Support configures your IT devices being remotely supported to securely send
support or service events, IT configuration information, diagnostic, configuration, and telemetry information to
HP, together with your support contact information. No other business information is collected and the data is
managed according to the HP Data Privacy policy.
To provide you advisories to optimize your IT environment:
If you choose to 'Opt-In' to be contacted by HP or your HP authorized reseller to optimize your IT environment,
HP or HP authorized resellers may use the collected configuration data to provide you with recommendations,
sell or deliver solutions, to optimize your IT environment. These providers may be located in other countries than
your HP IT hardware locations. HP's providers are required to keep confidential information received from HP and
may use it only for the purpose of providing advisories and recommendations on behalf of HP. You will 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.