Remote service ensures that when a fault occurs a service call is sent to the Support Center from the customer system’s Remote Service Endpoint and that Customer Support has the opportunity of establishing a remote access.
The connection is set up over the internet. AIS Connect is configured at the Remote Service Endpoint for this purpose. The Remote Service Endpoint on an SE server is the Management Unit.
When access is permitted, the initiative for connection setup always lies with the customer side in the form of regular contacts of the service agent with the Support Center, which can be reached over the internet. When necessary, the Support Center employs these connection setup options to log in on the customer side.
Jobs from the Support Center to the service agent on the Management Unit (e.g. file transfer, remote access) are received by the latter. The service agent executes these jobs by, for example, establishing the tunnel for them in the case of remote access.
With an SSH session, the service engineer at the Support Center obtains access to the Management Unit under the tele account. Since tele is only an access account without any further functionality, the service technician generally subsequently changes to the service account to perform the maintenance work.
Remote service satisfies stringent security requirements:
The initiative for connection setup always comes from the customer side. This ensures that only the configured Support Center obtains access to the customer system.
File transfer always takes place in encrypted format.
The customer can use the shadow terminal function to observe the work of Customer Support or even to intervene in it. Several security levels can be set.
The customer can retrieve information on the currently used AIS Connect connections. In emergency situations, they can intervene and terminate an existing connection.
The work of Customer Support is logged. The customer can read these logs and at all times trace which actions Customer Support performed.
AIS Connect also supports integration into a proxy server configuration (see "Using the "shadow terminal" function").
Outgoing connections are service calls and regular messages of the system program PRSC (Periodical Remote System Check) which are sent to Customer Support once a week.
Incoming connections are connections which Customer Support creates in order to clear a fault or to implement preventive measures. To do this, Customer Support sets up a connection to the Remote Service Endpoint (Management Unit) and then, if required, switches to the system to be serviced (e.g. the BS2000 system).
If it is necessary, as an administrator (and to a lesser extent as an operator) you can change the remote service configuration or intervene in a service operation which is currently running, see the "Operation and Administration" manual [2].
Important!
Please discuss every change to the remote service configuration with the Support Center, otherwise you will put the serviceability of your SE server at risk.