Data collection

HPE OneView Remote Support collects hardware diagnostic and system configuration information. It also stores administrator contact information. This information is used by Hewlett Packard Enterprise or its affiliates to provide recommendations in the following areas or activities:

  • Troubleshooting and resolving system issues

  • Optimizing your environment

  • Minimizing downtime

Basic collection sends configuration information to Hewlett Packard Enterprise for analysis and proactive services in accordance with your warranty and service agreements. This data is transmitted every 30 days.

Enclosures and rack managers only support basic collection.

Active health sends information about the server health, detailed configuration, and run-time telemetry to Hewlett Packard Enterprise. This information is used to troubleshoot issues and internal closed-loop quality analysis. This data is transmitted every seven days.

To perform basic device monitoring, configuration and diagnostic collections, and to maintain the health of the remote support solution, on a periodic, and event driven basis remote support sends certain information to Hewlett Packard Enterprise. This information is used in accordance with the Software License Documents and the HPE Online Privacy Statement.

To ensure that Hewlett Packard Enterprise can respond effectively to a required repair and to provide services and recommendations to reduce downtime, remote support collects service delivery information, which includes device administrator contact details such as name, phone number, and email address, and site location information such as postal address.

To properly identify monitored devices and to synchronize the local remote support software with the Hewlett Packard Enterprise support automation services, remote support sends periodic data to Hewlett Packard Enterprise, which includes service delivery information as well as basic device identification information such as IP addresses, MAC addresses, hostnames, and FQDNs.

To automate service delivery when a failure is detected on a monitored device, remote support sends information about the failure event, which includes diagnostic sense data, firmware information, model number, serial number, failure details, as well as service delivery information and basic device identifiers as mentioned earlier.

A scheduler runs a remote support connectivity check once a week to verify the connectivity between the monitored devices of your appliance and HPE remote support. Devices that are not properly connected to HPE remote support may not be able to create a remote support case for a qualifying failure event.

The status of the connectivity check is reported as a task on the Activity page, and the status of each device is reported as a sub-task.

  • For each device that is properly connected to HPE remote support and creates a remote support case for a qualifying failure event, a sub-task with an OK status is reported.

  • For each device that is in a state where it may not be able to create a remote support case for a qualifying failure event, a sub-task with a Warning status is reported.

    Warning conditions are either user- initiated states such as a device that is disabled manually or is in maintenance mode or temporary conditions that are rectified automatically such as when registration of a device with HPE remote support or entitlement of a device is still in progress.

  • For each device that is in a state where it cannot create a remote support case for a qualifying failure event and your attention is required immediately to fix the problem, a sub-task with a Critical status is reported.

The Critical and Warning sub-tasks for a device has problem description and proposed resolution. If any of the verified devices report a Critical status, a single Critical alert is generated.
NOTE: Any devices that are not eligible for remote support and any devices that are in the process of being removed from HPE OneView are excluded from the remote support connectivity verification. If the remote support option is disabled in the Settings > Remote Support panel, the weekly scheduled connectivity check is not performed.

Configuration collections are required to deliver additional services. Information sent to Hewlett Packard Enterprise varies by device type, and can also include component configuration, firmware versions, OS type and version, DNS configuration, Windows domain, and diagnostic information. Provide permission to use this information by choosing Opt-In in the remote support, and to be contacted by Hewlett Packard Enterprise or your Hewlett Packard Enterprise authorized reseller to optimize your IT environment. Hewlett Packard Enterprise or its authorized resellers may use the collected configuration data to provide you with recommendations to optimize your IT environment. These providers may be located in country/regions other than your Hewlett Packard Enterprise IT hardware locations.

IMPORTANT:

Hewlett Packard Enterprise's providers are required to keep confidential information received from Hewlett Packard Enterprise and can use it only for the purpose of providing advisories and recommendations on behalf of Hewlett Packard Enterprise.

You can specify your Hewlett Packard Enterprise authorized resellers or support providers during setup of remote support software. Only the Hewlett Packard Enterprise authorized resellers and support providers you associate with your devices can receive your configuration data to individually contact you for making IT environment recommendations, sell, or deliver solutions.

Some of the information collected is also used for optional display in Insight Online. This information can be associated with your HPE Passport credentials and viewable by you in Insight Online.

For more details on the data items transmitted, see the HPE Remote Support Security White Paper.