Insight Remote Support 7.0.9 Security White Paper

Figure 11: ISDN
CustomerHP
Customer target
systems or devices
Customer Access
Server
Public Telephone
Network
HP Support
Specialist
Tunneled application traffic to target system Application specific – inbound
Raw application traffic to target system Application specific – inbound
SSH tunnel from HP to CAS TCP/22 (SSH) – inbound
ISDN Connection Integrated Services Digital Network (ISDN)
Customer
Firewall
HP
Firewall
Support
Specialist
Workstation
Remote Access
Connection System
ISDN Routing
device
ISDN routing
device
Attended RDA via Virtual Support Room
Virtual Support Room (VSR) is a lightweight, web-hosted meeting place that enables HP support specialists to connect to a
customer enterprise covered under warranty or contractual agreement. Attended RDA is an ad-hoc connection method
that can be used without any complex configuration or hardware setup.
VSR is based on HP Virtual Rooms and offers web collaboration functionality such as desktop sharing, file transfer, and
desktop control. Like a real private meeting room securely locked with doors, the HP Virtual Support Room is a secure
private protected online meeting place for two or more meeting participants.
The VSR meeting session involves two or more users virtually meeting in a Virtual Support Room and sharing a desktop for
collaboration purposes. The collaboration session is initiated by the HP support specialist.
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