HP Remote Device Access Security Overview for A.05.30 (December 2009)

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 can be initiated by the HP support specialist
after the validation of the customer contract.
The HP support specialist will generate room keys for the Virtual Support Room and share those keys via
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 VRS 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 client download
(less than 600 KB).
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 customer’s desktop and save the results to a file
• Collect, display and save system information to a file
• Chat
• Provide support with their 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.
18 Remote Device Access (RDA)