aXsGUARD Identifier 3.0.2.0 Product Guide v1.5
Remote Support
13
Remote Support
13.1
Overview
Remote support allows VASCO experts to connect to your aXsGUARD Identifier to resolve difficulties (see also
section
on VASCO's full support system).
Remote support can be managed through the aXsGUARD Identifier Configuration Tool.
We explain here the remote support infrastructure offered by VASCO.
13.2
Support Procedure
VASCO's support procedure is described in section
Remote support and access to your aXsGUARD Identifier are achieved through the VASCO Service Center, which is
described in section
13.3
Remote Support
On successful registration (see section
of the aXsGUARD Identifier, a support certificate based on the Public Key
Infrastructure is returned to the appliance. This certificate enables connection to the VASCO Service Center (see
section
. Connection between the aXsGUARD Identifier and the VASCO Service Center via secure https can be
achieved in one of two ways:
The system administrator pro-actively connects the aXsGUARD Identifier to the VASCO Service Center via the
configuration tool. This should only be done under supervision of the VASCO Supplier help desk or other
VASCO expert. How to manually activate remote support is explained in the
aXsGUARD Identifier Installation
Guide
, which is delivered with the aXsGUARD Identifier and also accessible via the Configuration Tool.
On booting the aXsGUARD Identifier, an automatic temporary connection is made to the VASCO Service Center
for a short time. After this time, the connection is automatically closed. This short-term connection offers a
window of time during which the VASCO experts can keep the connection open. This means that even if the
configuration tool is inaccessible, rebooting the appliance allows the VASCO experts to connect to the
appliance for support purposes.
Note:
If your company policy does not allow the automatic remote support connection, the connection
can be blocked using your company's firewall. Please see section
the connection.
©
2009 VASCO Data Security
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