Ensuring security when using Electronic Service Agent

Learn about the various security features when you are connected to IBM® service and support using Electronic Service Agent™.

IBM Electronic Service Agent is a software application that is used for collecting and transporting machine information to IBM's service and support organization. The information collected is for problem analysis, periodic checking, and inventory reporting. The information collected by Electronic Service Agent helps provide you with faster problem identification and resolution.

Transmission security

The transmission of Electronic Service Agent information is performed by a security-rich process. Depending on the connection options available, the transaction is by modem or in many networks, using direct Internet. Allowing access between the Internet and your network raises security and privacy concerns. IBM has taken the steps necessary to provide security-enhanced transmissions for Electronic Service Agent transactions.

Connection options

There are several connection options for Electronic Service Agent at this time, and the platform User Guide will provide the most current listing. A few of the most common connection options are:
Modem
IBM Electronic Service Agent uses the AT&T Global Network Services (AGNS) dialer for modem access. Electronic Service Agent provides AGNS ID and password electronically, in the background. You will not be able to view this information. This is an exclusive account for Electronic Service Agent. No incoming calls are allowed to the modem.
Internet HTTPS
IBM Electronic Service Agent uses HTTPS, which utilizes SSL 128-bit encryption and TCP/IP protocols. Electronic Service Agent might be configured to work with firewalls and authentication proxies. The Internet provider relationship and connection are customer responsibilities.
Internet virtual private network (VPN)
A VPN gives users the privacy of a separate network over public lines by substituting encryption and other security measures for the physically separate network lines of traditional private networks. VPNs require configuration of an access device, either hardware-based or software-based. In the case of Electronic Service Agent there are several software programs utilized when creating a VPN.

Privacy of client information

The inventory information that is gathered from your systems is information typically collected verbally from you during telephone calls with the IBM support center, pre-sales specialists, administrative clerks and other groups within IBM that work with you to provide the best possible service (technical or administrative). These IBM groups will have electronic access to the information so that they can prepare for service, do advanced problem determination, and more efficiently serve you.