SupportAssist is a secure support technology that collects system state information and telemetry, automates issue detection, and enables remote troubleshooting and resolutions. Dell recommends that SupportAssist be enabled and configured to accelerate problem diagnosis, expedite troubleshooting, and facilitate time to resolution. The SupportAssist feature employs multiple security layers throughout each step in the remote connectivity process to ensure that customers and Dell can use the solution with confidence:
- All notifications to Dell originate from the customer site, and never from an outside source. They are secured using Advanced Encryption Standard (AES) 256-bit encryption.
- The IP-based architecture integrates with existing infrastructure and maintains the security of the environment.
- Communications between the customer site and Dell are bilaterally authenticated using RSA digital certificates.
- Only authorized Dell Customer Service professionals verified through two-factor authentication can download the digital certificates needed to view a notification from the customer site.
- The optional SupportAssist v3 Policy Manager application allows customers to grant or restrict Dell Support access based on the customer’s specific guidelines and requirements. The application includes a detailed audit log.