Secure remote servicing of a computer system over a computer network

Abstract

The remote servicing of a secure computer system employs an intermediate network entity accessible to both a remote service provider and to an agent running on the secure computer system to be serviced. A service provider's computer runs a manager software module, while the system being serviced, or an agent on its behalf, runs an agent software module. An intermediary software module runs on the intermediate network entity. The mutually accessible intermediate network entity may be located outside firewalls protecting the system to be serviced or inside such firewalls though with the firewalls configured to allow selected access. Access to the intermediate network entity is limited by secure access protocols. After authentication, the manager submits to the intermediary one or more directives to be executed by the agent. The intermediary then sends the directives to the agent over a secure connection to the agent. The agent then executes the directive(s) upon receipt and sends the response to the intermediary via the secure connection. The manager is then capable of accessing the results via the intermediary.