white paper
Unisys Internet Remote Support
Introduction
Remote Support is a method of connecting to remotely
located systems for remote administration, real-time
diagnosis, system configuration and/or repair, or online file
transfers.
Unisys Internet Remote Support enables a Unisys Remote
Support Analyst (RSA) to see exactly what the remote client
is seeing in real-time as it is occurring on the system. It also
gives the remote client the ability to watch the session and
interactively participate with the RSA to resolve an issue.
Unisys Internet Remote Support can be used on all
CMP-based systems. For example:
• ES7000 64-bit and 32-bit versions
• Libra
• Voyager/Dorado
• External Service Processors (CMP system controllers)
• Management servers
• Client workstations
Note: Contact your Unisys representative if you are unsure
whether your server supports Unisys Internet Remote
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Table of Contents
Unisys Internet Remote Support
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Unisys Internet Remote Support Provisions
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Benefits of Using Unisys Internet Remote Support
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How Unisys Internet Remote Support Works
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Unisys Internet Remote Support
Unisys Internet Remote Support Provisions
Unisys Internet Remote Support makes a remote connection between Unisys clients and Unisys support analysts via LAN/WAN network connections over the Internet possible.
Unisys Internet Remote Support provides robust security by arbitrating data streams between internal Unisys resources and customer servers. It intermediates data between external connections, from which it receives secure requests, and internal resources, to which it makes requests on behalf of authenticated users. Unisys Internet Remote Support provides Unisys and its customers with secure and controlled access to remote servers from any properly configured Web browser. Unisys Internet Remote
Benefits of Using Unisys Internet Remote
Support
Unisys Internet Remote Support provides a number of significant benefits to Unisys customers. These benefits include:
• Time savings – Less time is required to diagnose a problem on a remote system. All the customer needs to do is contact Unisys, schedule a remote support
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logs, records, files, and other diagnostic information that aid in resolution of the problem without having to burden the customer with an onsite visit.
• Less system downtime – Systems configured for Unisys Internet Remote Support can be diagnosed, audited, and remotely administered in real time while the customer or CSR participates interactively or observes. Consequently, standard customer applications can continue to be run if desired.
• Expert and tool availability – Unisys RSAs based anywhere in the world can attend a remote support session and, because more than one RSA can
participate, Unisys can provide a team of experts suited to the particular issue at hand. Similarly, because programs and utilities can be remotely run or managed, as well as logs and files transferred between the remote client and Unisys, a richer set of diagnostic utilities can be used.
• Accurate remote administration – By using certain types of recording software, the remote sessions can be recorded and preserved for archival or training
purposes.
• Secure sessions – The biggest concern of customers when connecting systems to the Internet is protecting their servers and data from unauthorized access. Unisys Internet Remote Support provides Secure Socket Layer (SSL) encryption protection throughout the entire connection. SSL encryption is the same security that most Internet-based businesses use with credit card purchases.
• Partition security – A CMP partition does not need to be connected to the Internet for a Unisys Internet Remote Support session to take place. Access to a partition can be obtained if the partition is connected to the controlling Service Processor or management server, which is connected to the Internet.
• Intuitive user interface – The user interface provided by Unisys Internet Remote Support is intuitive, so minimal training is required.
How Unisys Internet Remote Support Works
Hardware Requirements
For Unisys, the requisite hardware is already in place and functioning to provide safe, secure connectivity via the Internet.
For Unisys clients, there is no real hardware requirement other than what is required to physically connect the client’s system to the WAN at the client’s location. This implies that hubs, switches, routers, and firewalls exist and are configured to allow outbound connectivity via TCP/IP over port SSL TCP port 443 to the Internet.
Software Requirements
The only software requirement for using Unisys Internet Remote Support is that all participants must have a functioning Internet Web browser capable of accepting SSL certificates and employing SSL encryption.
Meeting coordinators must have Java (Sun Java) installed in order to connect to the Remote Support Appliance and set up meetings.
Note: Browser utilities such as MSN Toolbar or Google
Desktop may interfere with the Remote Support log-on Web page loading correctly.
Client Site Setup
Specific rules should be set on the client’s firewall to tighten security by limiting traffic so that connections are IP-to-IP specific and limited to TCP port 443. The firewall should be configured to allow connectivity with the Unisys Remote Support Meeting Appliance to be enabled or disabled by the client’s network administrators on an as-needed basis.
Security
The Remote Support Meeting Appliance is isolated from both the Unisys internal network and the Global Internet. All interactions are monitored, logged, and audited to ensure accountability. Data associated with the remote desktop is not stored on the meeting appliance, just the session usage.
Physical security ensures that both host and client sites are secure by using encryption to protect data exchanged within remote sessions. The Unisys Remote Support Meeting Appliance ensures that each remote session is secure from outside entities. Each connection is secured by employing Secure Sockets Layer (SSL) encryption to protect data exchanged within the session. SSL encryption ensures that user names, passwords, and all subsequent data are transmitted within secure VPN tunnels employing a 128- or 168-bit encryption algorithm.
When Unisys Internet Remote Support Can Be Used
Remote Support plays a vital role in the Unisys support structure, providing immediate "on-site support"
capabilities by remote Client Support Center specialists (and engineering support personnel, if required), without the deployment delays associated with dispatching a Unisys CSR to the site.
Remote Support is not restricted by time or distance. A CSR can be located anywhere in the world and be capable of connecting to a client’s system.
Although Remote Support is not suited to all support scenarios, it should be considered as the required initial support/diagnostic step when working with the Unisys Client Support Center (CSC) on the following types of critical support requests:
• Partitions failed, but recovered – A Remote Support connection via a browser running on a partition, management server, client workstation, or service processor enables a client and CSC specialist to view, collect, and transfer diagnostic material to Unisys for analysis.
• Partitions failed and will not recover – A Remote Support connection via a browser running on the service processor, management server or client workstation enables a client and CSC specialist to view, collect, and transfer diagnostic data to Unisys for analysis without waiting for onsite support.
• CSC contacted for assistance with partition
reconfiguration or reboot assistance – A Remote
Support connection via a browser on a service processor, management server, or client workstation enables a client to pass control to a CSC specialist to perform the required tasks, or enables a client to retain control with the CSC specialist simply viewing and describing the required steps.
Training
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Conclusion
If a client needs to resolve a mission-critical issue
immediately and has an Internet Web browser that support SSL encryption, then Unisys Internet Remote Support should be used. The benefits of using Unisys Internet Remote Support include time savings, reduced costs, less system downtime, expert and tool availability, accurate remote administration, secure sessions, partition security, and an intuitive user interface.
