HP Remote Device Access Service Brief

Remote Device Access Customer Connection

The following shows the steps necessary to connect from HP to a customer’s environment using the

RDA solution.

Figure 1 Connection Steps

1. The HP Support Specialist logs onto the Remote Access Portal using a Class A DigitalBadge.

(HP-issued X.509 certificates, internally called Class A DigitalBadges, that employ two-factor

authentication.)

2. The HP Support Specialist selects a customer in the RAP. The specialist is authorized for

selected customers.

3. The RAP retrieves customer connection information.

4. The HP Support Specialist selects the appropriate remote access application, for example,

VNC, Terminal Services, etc.

5. The RAP generates an SSH profile and returns the profile to the HP Support Specialist’s PC.

6. The HP Support Specialist opens the SSH profile invoking an SSH connection from the

specialist’s PC to the regional HP Access Server. The specialist may also invoke debugging

tools on or off his desktop.

7. The HP Remote Access Server checks the HP Support Specialist’s Class A DigitalBadge

against the certification revocation list and also verifies that the HP Support Specialist is

authorized to connect to the customer’s environment.

8. A connection is then established between HP and the customer’s environment, using Internet

SSH, SSL VPN, or IPsec VPN, depending on which RDA solution is configured.

9. The HP Support Specialist authenticates on the Virtual Customer Access System (vCAS)

automatically using a Class A DigitalBadge. The customer will have pre-approved this

authentication or can authorize this access on the fly. The customer controls who can connect

and what systems they are allowed to connect to.

10. The HP Support Specialist authenticates on the target support system by entering the logon

and password credentials provided by the customer.

11. Once the connection is made, the application is automatically launched on the HP Support

Specialist’s desktop and the specialist can provide support on the customer’s system.