server, and all data passing through the front server from the client to the back
server is encrypted, so the front server or a malicious entity in control of a front
server cannot access this data.
v One or more back servers are located within the IBM intranet. Only IBM service
representatives that are authorized to perform remote support of XIV systems
can access these servers. The back server authenticates the IBM service
representative, provides the IBM service representative with a user interface
through which to choose a system to support, and manages the remote support
session as it progresses. The IBM service representative connects to the back
server by using a Secure Shell (SSH) client or an HTTPS connection with any
browser.
Requirement: To perform remote support through the Remote Support Center, the
XIV system must be able to initiate an outbound SSH connection to IBM. If the
XIV system does not have direct access to the Internet (for example, due to a
firewall), you can use the XIV Remote Support Proxy to facilitate the connection to
IBM. For more information, see the IBM XIV Storage System Remote Support Proxy
Installation and User's Guide.
The following figure illustrates the remote support components.
The XIV Remote Support Center uses the Secure Shell (SSH) protocol for
transporting data. The encryption used by SSH provides confidentiality and
integrity of the transferred data even over insecure mediums.
To conduct a remote support session, the IBM service representative must explicitly
connect to the XIV Remote Support Center back server. The following secure
remote connection process occurs when a support session is opened:
1. The customer initiates an Internet SSH connection to the XIV Remote Support
Center.
2. The XIV Remote Support Center identifies the XIV system and marks it as
connected.
3. The IBM service representative connects to the XIV Remote Support Center
using SSH.
4. The XIV Remote Support Center authenticates the IBM service representative.
Figure 16. Remote support components
66 IBM XIV Gen3 281x-11x, 281x-21x, and 281x-314 Planning Guide
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