EMC Services

Secure Remote Support Gateway

Secure, fast, and proactive remote support for optimum
system availability
The latest innovation in EMCs proactive Secure Remote Support portfolio, the Gateway
is the ultimate solution, providing you secure, high-speed, and proactive remote support
of your EMC solutions. Enhanced and customizable security features give you peace of
mind and address corporate governance and industry compliance regulations, while the
IP-based connection accelerates time-to-resolution and lowers costs. Other offerings in
EMCs Secure Remote Support portfolio include WebEx application sharing, modembased dial-home, and e-mail-home solutions.

The Big Picture

What is the Gateway?
High-speed, secure, and reliable
IP-based connection automatically
monitors your EMC solutions 24x7
Proactive solution identifies potential problems for remote diagnosis
and repair before theyre issues
Enhanced security features such
as encryption, authentication,
audit, and authorization address
compliance regulations
Consistent and firewall-friendly
remote support solution for use
across EMC platforms
Customer-defined and controlled
policies manage remote access
sessions

The Gateway is part of EMCs remote support proactive infrastructure designed to catch and
notify EMC Customer Service of abnormalities before they affect your operations. The
Gateway does this by automatically monitoring your EMC solutions 24x7 via a high-speed,
secure IP-based connection. If operational statistics fall outside of a well-defined and conservative set of tolerances, or if certain error conditions are encountered by the EMC networked
storage system, the Gateway is notified and automatically contacts the EMC Customer Support
Center. Then, based on your customized security and remote access settings, an authorized
and authenticated EMC support engineer connects back into your system to diagnose, and if
necessary, repair the EMC system.

Benefits
Improved service levels with a high-speed, reliable connection
Increased system availability with 24x7 remote monitoring
Reduction of phone line costs associated with modems
Decreased operating costs with a consistent solution across EMC platforms
Increased security with encryption, authentication, access, and audit

Heartbeat signal
A heartbeat signal from the Gateway to the EMC Support Center occurs every 30 seconds.
The heartbeat includes a small datagram identifying your Gateway server and providing
status information on the health of the Gateway, IP connection, and EMC storage system.
All remote support communications are SSL firewall-friendly and do not require any
modification to your network.

Enhanced security features

Public Key Infrastructure
Your Gateway employs the Public Key Infrastructure for client-side authentication. It communicates with the centralized Security Authority at EMC that issues and manages the digital certificates assigned to your Gateway. The digital certificates comply with the X.509
industry standard and are used to authenticate and encrypt all communications and
remote support sessions between your Gateway servers and EMC. For added security, each
certificate is unique and no generic certificates are used.

Encryption
If your EMC storage device detects an issue, it sends an alert via FTP or SMTP to your
Gateway which then encrypts the file log immediately and sends it to the EMC Customer
Support Center. The file log is received by EMCs Device Relationship Manager (DRM)
server and a support case is automatically opened, but can only be accessed by an
authenticated support engineer and according to your customized access policies. All
communications are encrypted using industry standard protocol 128 bit.

Authentication
Only an authenticated EMC service professional using their personal SecurID FOB and
EMC network ID can access the EMC Security Authority to download the digital certificate
to access your Gateway. A second level of authentication with the Policy Manager application
at your site ensures that the EMC support engineer is authorized to remotely access the
site where the error is taking place.

Access
For additional security, all remote access requests are initiated from your site back to
EMC. Before EMC can access your Gateway and the EMC storage system to diagnose and
repair an issue, a pending work request is sent from EMC to your Gateway. Your Gateway
communicates with your Policy Manager to determine access requirements. Access is
restricted to a single point of connection and policies can be configured to meet your
security needs. The three policy options are: Always Allow, Ask for Approval, and Never
Allow. Once the connection is approved, the Gateway server establishes a connection to
the EMC Web server the SSL/TLS authentication protocol to verify the identities of the
Gateway and EMC. If the certificates match, an encrypted session is established from the
Gateway server to EMC. The IP-based diagnostic tools will be run over the SSL connection
to diagnose and resolve the problem.

Audit
Access to your Gateway and EMC system is captured and stored in a log file on the Policy
Manager. The detailed audit logs capture session information such as date/time, device
accessed, EMC user ID, EMC case number, and files transferred, among others. This creates
an audit trail, giving you peace of mind and addressing your organizations security
compliance regulations.

Configuration requirements
The Gateway is a standard support feature available on certain models of EMC storage systems
and is installed by EMC Customer Service. You only need to provide one dedicated server
and IP service. For high-availability configurations, a second dedicated peers server is
required. The optional Policy Manager software is included as part of the Gateway solution. It
enables you to customize your remote access policies and does not require a dedicated server.

EMC Services: Accelerate information lifecycle management

EMC Services delivers results to our customers throughout the IT lifecycle-Plan, Build,
Manage, and Support-and helps them achieve the benefits of information lifecycle management. From strategic consulting to world-class management services, EMC helps companies
of all sizes assess their business objectives to design and align an information infrastructure
that reduces risk, lowers cost, and delivers business value. Furthermore, our worldwide
solutions professionals have developed industry-leading tools and methodologies to deliver
comprehensive implementation and integration services from consolidation of current
resources to a transformation of a multi-data-center environment. EMC drives the value of
your investment with a comprehensive portfolio of training and certification offerings-and as
a four-time winner of the SSPA STAR Award for outstanding mission-critical support, we help
you keep your information available 24x7 to deliver competitive advantage and drive revenue.
Contact your EMC sales representative or EMC service manager for more details or to
schedule installation of the EMC Secure Remote Support Gateway solution.

EMC Corporation
Hopkinton
Massachusetts
01748-9103
1-508-435-1000
In North America 1-866-464-7381
EMC2, EMC, and where information lives are registered trademarks of EMC Corporation. All other
trademarks used herein are the property of their
respective owners.
Copyright 2006 EMC Corporation. All rights
reserved. Published in the USA. 1/06
Services Sheet
H1948.1

www.EMC.com