HP Remote Device Access Service Brief

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What is Remote Device Access?
Remote Device Access (RDA) is an IT solution that allows HP Support Specialists to connect
securely from the HP network to systems on a customer's network for the purpose of problem
diagnosis and troubleshooting as well as proactive support activities.
Key Features and Benefits
RDA allows HP to support its customers without a direct visit to the customer’s sites. This results in
quicker problem resolution for customers and reduced cost for HP. Once logged onto the customer's
system, the HP Support Specialist provides reactive and/or proactive remote hardware and software
support. With RDA HP Support Specialists can:
 Obtain additional information from the customer's monitored client
 Implement changes to the target system
 Perform proactive services
 Transfer files from the HP Support Specialist's desktop to the customer's monitored client
 Transfer files from the customer's monitored client to the HP Support Specialist's desktop
Remote Device Access Components
The RDA solution comprises a number of separate components, some of which are deployed on the
HP network and some of which are deployed on the customer network.
 Remote Access Portal System
The Remote Access Portal System (RAPS) is a server and web application located on the HP
intranet that allows authorized HP Support Specialists to make secure connections from their
PC within HP to remote customer systems.
 Remote Connectivity Toolbox System
The Remote Connectivity Toolbox System (RCTS) is a web portal located on the HP intranet
that allows authorized HP personnel to order remote connectivity solutions and manage
customer connectivity information.
 Remote Connectivity Database
All RDA data is stored in a database named the Remote Connectivity Database (RCDB).
 Remote Access Connectivity Server
The Remote Access Connectivity Server (RACS) is an SSH server located on the HP network
used to establish connections from HP to customer networks for troubleshooting and support
purposes.
 Remote Access Repository System
The Remote Access Repository System (RARS) is an Internet-facing and intranet-facing
system used to hold package repositories for the Virtual CAS, and to hold router configurations
for router recovery operations.
 Remote Access Midway Server
The Remote Access Midway Server (RAMS) is a server that provides the Meet In The Middle
connection paradigm which is a new approach to RDA connectivity. The salient feature of this
approach is that a connection is made from the HP network to a customer network by meeting
an inbound connection from the customer "in the middle". The primary function of the RAMS is
to ensure that HP support agents and customers using the same connection key are matched
up and connected together.
 Customer Access System
The Customer Access System (CAS) is a customer-designated entry point into the customer
network. The basic CAS is a system in the customer's network that HP can reach with SSH.