Abstract:
Secure Remote Support Automation Process wherein a remote support server receives a support task request and schedules a predefined task to a predefined actor who also has a predefined escalation policy and notifies the support actor of the scheduled task along with a key, a key seed, or a credential to use in authentication. The method enabling privileged access to an Internet security appliance using public/private key pairs through a firewall and network address translation by a support server and an assigned support task actor.

Description:
REFERENCES 
       [0001]    Silverman Richard, Barrett, Daniel; Byrnes, Robert SSH, The Secure Shell: Definitive Guide O&#39;Reilly Media Inc, May 2005 
         [0002]    Weise, Joel, Public Key Infrastructure—Overview Sun Blueprints Online Sun Microsystems August 2001 
         [0003]    Carlisle Adams, Understanding Public-key Infrastructure, Macmillan Technical Publishing, November 1999 
         [0004]    Tom Austin, PKI-A Wiley Tech Brief, Wiley, John &amp; Sons Inc, December 2000 
         [0005]    Arto Salomaa Public-Key Cryptography, Springer-Verlag, Berlin, Heidelberg, 1990 
         [0006]    Bruce Schneier, Applied Cryptography, Wiley, John &amp; Sons, Inc. October 1995 
         [0007]    Alfred Menezes, Handbook of Applied Cryptography, CRC Press LLC October 1996 
         [0008]    PKI Practices and Policy Framework Draft AXSI X9.79 standard 
         [0009]    Russell Housley, Internet Public Key Infrastructure, X509 Credentials and CRL Profile RFC 2459, 1999 
       BACKGROUND 
       [0010]    In conventional system administration of a computer system, an all powerful system administrator authenticates using a password at a console and issues commands and edits files to create other users, establish their access rights, and perform maintenance. Some utilities can be permitted by such a system administrator to allow remote access. Little or no record is kept of changes and the “superuser” can remove or modify any records. 
         [0011]    Historically, to establish security of computer systems the first step is physical and network isolation. Users must have passwords and there are ways to make passwords “stronger” by following certain rules. 
         [0012]    Security policies which may encourage stronger passwords include the following: enforcing a minimum length of the password; allowing a maximum time for a password before it is changed; checking a password against a dictionary so that no words can be found that are normal language words; requiring that a password be composed of a mix of numbers and letters; requiring that the user mix upper and lower case text; and hashing a user selected password into a pseudorandom password of longer length. 
         [0013]    Administrators of systems may take certain actions to protect their systems such as denying the ability to remotely log into a system from other than the console. Users may be defined to have a limited number of commands available to them or have certain access control levels set for directories and subdirectories. Rather than defining the commands and access controls for each user, users may be assigned to profiles and the profiles defined ahead of time for certain access to files or commands. 
         [0014]    Between two computer systems there are a number of ways of controlling access. One way is to define one computer system as the client of another which is considered to be a server. A secure socket layer protocol can provide some confidentiality in identifying the server and encrypting the traffic between the client and the server. Web browsers on the clients and Web servers on the server can support a secure socket layer protocol but the forms or pages must be defined to take advantage of SSL. 
         [0015]    Even stronger security is provided through some two-part authentication method. This could be a physical key such as a flash drive or a fingerprint reader and a password. More convenient is the use of a public key associated with a private key. By storing a public-key in a directory at a server and a private key with a client, a secure shell SSH can provide a tunnel through a firewall. 
         [0000]    
       
         
               
             
               
               
               
             
           
               
                   
               
               
                 Definition List 1 
               
             
          
           
               
                   
                 Term 
                 Definition 
               
               
                   
                   
               
               
                   
                 Strong passwords 
                 For a password to be strong, it should: 
               
               
                   
                   
                 Be long. Because of the way passwords are 
               
               
                   
                   
                 encrypted, the most secure passwords are 
               
               
                   
                   
                 seven or 14 characters long. 
               
               
                   
                   
                 Contain characters from each of the 
               
               
                   
                   
                 following groups: 
               
               
                   
                   
                 1. Letters (uppercase and lowercase) 
               
               
                   
                   
                 2. Numerals 
               
               
                   
                   
                 3. Symbols (all characters not defined as 
               
               
                   
                   
                 letters or numerals) 
               
               
                   
                   
                 Be significantly different from prior 
               
               
                   
                   
                 passwords. 
               
               
                   
                   
                 Not contain a user name. 
               
               
                   
                   
                 Not be a common word or name. 
               
               
                   
                   
                 Passwords can be the weakest link in a 
               
               
                   
                   
                 computer security scheme. Strong passwords 
               
               
                   
                   
                 are important because password cracking 
               
               
                   
                   
                 tools continue to improve and the computers 
               
               
                   
                   
                 used to crack passwords are more powerful 
               
               
                   
                   
                 than ever. Network passwords that once took 
               
               
                   
                   
                 weeks to crack can now be cracked in hours. 
               
               
                   
                   
                 Password cracking software uses one of three 
               
               
                   
                   
                 approaches: intelligent guessing, dictionary 
               
               
                   
                   
                 attacks, and automation that tries every 
               
               
                   
                   
                 possible combination of characters. Given 
               
               
                   
                   
                 enough time, the automated method can 
               
               
                   
                   
                 crack any password. However, it still can take 
               
               
                   
                   
                 months to crack a strong password. 
               
               
                   
                 rlogin 
                 rlogin is a utility that allows users to log in 
               
               
                   
                   
                 via a network. 
               
               
                   
                   
                 Logged-in users can act as if they were 
               
               
                   
                   
                 physically present at the computer. rlogin is 
               
               
                   
                   
                 most commonly deployed on networks where 
               
               
                   
                   
                 user account information is shared. 
               
               
                   
                   
                 rlogin has a serious security problem: 
               
               
                   
                   
                 All information, including passwords, is 
               
               
                   
                   
                 transmitted unencrypted (making it 
               
               
                   
                   
                 vulnerable to interception). 
               
               
                   
                 Superuser 
                 The super user with unrestricted access to all 
               
               
                   
                   
                 system resources and files is the user named 
               
               
                   
                   
                 root. This user has supreme privileges and 
               
               
                   
                   
                 may add new users. 
               
               
                   
                 Sudo 
                 The sudo utility allows users defined in a 
               
               
                   
                   
                 configuration file to have temporary access to 
               
               
                   
                   
                 run commands they would not normally be 
               
               
                   
                   
                 able to due to file permission restrictions. 
               
               
                   
                 SSL 
                 Secure Sockets Layer, is a protocol developed 
               
               
                   
                   
                 by for transmitting private documents. SSL 
               
               
                   
                   
                 uses a cryptographic system that uses two 
               
               
                   
                   
                 keys to encrypt data —a public key known to 
               
               
                   
                   
                 everyone and a private or secret key known 
               
               
                   
                   
                 only to the recipient of the message. Many 
               
               
                   
                   
                 Web sites use the protocol to obtain 
               
               
                   
                   
                 confidential user information. 
               
               
                   
                 http 
                 Hypertext Transfer Protocol (HTTP) is a 
               
               
                   
                   
                 communications protocol used to transfer or 
               
               
                   
                   
                 convey information. Its original purpose was 
               
               
                   
                   
                 to provide a way to publish and retrieve 
               
               
                   
                   
                 HTML hypertext pages. HTTP is a 
               
               
                   
                   
                 request/response protocol between clients 
               
               
                   
                   
                 and servers. 
               
               
                   
                 SSH 
                 Secure Shell or SSH is a network protocol that 
               
               
                   
                   
                 allows data to be exchanged over a secure 
               
               
                   
                   
                 channel between two computers. Encryption 
               
               
                   
                   
                 provides confidentiality and integrity of data. 
               
               
                   
                   
                 SSH uses public-key cryptography to 
               
               
                   
                   
                 authenticate the remote computer and allow 
               
               
                   
                   
                 the remote computer to authenticate the 
               
               
                   
                   
                 user, if necessary. 
               
               
                   
                   
                 SSH is typically used to log into a remote 
               
               
                   
                   
                 machine and execute commands, but it also 
               
               
                   
                   
                 supports tunneling, forwarding arbitrary 
               
               
                   
                   
                 ports and connections; it can transfer files. 
               
               
                   
                 Firewall 
                 A firewall is a hardware or software device 
               
               
                   
                   
                 which is configured to permit, deny, or proxy 
               
               
                   
                   
                 data through a computer network which has 
               
               
                   
                   
                 different levels of trust. A firewall&#39;s basic task 
               
               
                   
                   
                 is to transfer traffic between computer 
               
               
                   
                   
                 networks of different trust levels. 
               
               
                   
                 NAT 
                 Network Address Translation (NAT, also 
               
               
                   
                   
                 known as Network Masquerading, Native 
               
               
                   
                   
                 Address Translation or IP Masquerading) 
               
               
                   
                   
                 involves rewriting the source and/or 
               
               
                   
                   
                 destination addresses of IP packets as they 
               
               
                   
                   
                 pass through a Router or firewall. Most 
               
               
                   
                   
                 systems using NAT do so in order to enable 
               
               
                   
                   
                 multiple hosts on a private network to access 
               
               
                   
                   
                 the Internet using a single public IP address. 
               
               
                   
                   
                 Since NAT depends on a machine on the local 
               
               
                   
                   
                 network to initiate any connection to hosts 
               
               
                   
                   
                 on the other side of the router, and prevents 
               
               
                   
                   
                 malicious activity initiated by outside hosts 
               
               
                   
                   
                 from reaching those local hosts it is a barrier 
               
               
                   
                   
                 to remote support. 
               
               
                   
                 SSH-R 
                 Specifies that the given port on the remote 
               
               
                   
                 port:host:hostport 
                 (server) host is to be forwarded to the given 
               
               
                   
                   
                 host and port on the local side. Whenever a 
               
               
                   
                   
                 connection is made to this port, the connection 
               
               
                   
                   
                 is forwarded over the secure channel, 
               
               
                   
                   
                 and a connection is made to host port 
               
               
                   
                   
                 hostport from the local machine. 
               
               
                   
                 Unix domain 
                 A socket is a communication mechanism. 
               
               
                   
                 socket 
                 Unix domain socket (UDS) or IPC socket 
               
               
                   
                   
                 (inter-process communication socket) is a 
               
               
                   
                   
                 virtual socket, similar to an internet socket 
               
               
                   
                   
                 that is used for inter-process 
               
               
                   
                   
                 communication. 
               
               
                   
                 Appliance 
                 A computer software device which provides a 
               
               
                   
                   
                 narrow range of functions that are generally 
               
               
                   
                   
                 run with limited user interface and packages 
               
               
                   
                   
                 together application and operating system 
               
               
                   
                   
                 capabilities. Embodiments of an appliance 
               
               
                   
                   
                 include an applications specific integrated 
               
               
                   
                   
                 circuit with some basic configuration by a 
               
               
                   
                   
                 user and deeper privileged programming by 
               
               
                   
                   
                 the manufacturer. Another embodiment is a 
               
               
                   
                   
                 general purpose computer with a new 
               
               
                   
                   
                 operating system that integrates an 
               
               
                   
                   
                 application into the operating system. 
               
               
                   
                   
                 Another embodiment is a software appliance 
               
               
                   
                   
                 with conventional hardware and operating 
               
               
                   
                   
                 system but where the user cannot access 
               
               
                   
                   
                 anything but the application interface and 
               
               
                   
                   
                 where the underlying architecture is 
               
               
                   
                   
                 essentially invisible. Another embodiment is 
               
               
                   
                   
                 a virtual appliance or virtual software 
               
               
                   
                   
                 appliance using a software stack within a 
               
               
                   
                   
                 computer adapted to operate as a number of 
               
               
                   
                   
                 virtual machines. Typically a virtual 
               
               
                   
                   
                 appliance will have a limited user interface to 
               
               
                   
                   
                 configure the inner workings of the appliance 
               
               
                   
                   
                 which is built to host a single application. 
               
               
                   
                   
               
             
          
         
       
     
         [0016]    Current challenges—A solution for the explosive growth of Internet connected devices which stresses the Internet protocol address space is to provide an apparatus or means for network address translation at the intersection of local area networks with the Internet. This alone hides the actual IP address of Internet connected devices. Also for protection against malicious users and software, local area networks are protected by firewalls which are either apparatus or methods tangibly embodied as programs running on a computer. 
         [0017]    As the number of users grow in every locality there is a need for global installation of Internet infrastructure. In many cases this infrastructure is installed in locations where there are not highly skilled system and network administrators. Furthermore the operations of systems on the Internet frequently span the local workday and require 24×7 support most conveniently provided from several time zones remote to the installation of an Internet appliance. 
         [0018]    Economically it is also efficient to outsource the maintenance of Internet connected devices to specialists at distant locations. This role may be distributed among software or hardware vendors their added value added resellers and to their distribution channel partners. One or more of these may provide different levels of support and maintenance. However it always remains the responsibility of the owner of the Internet connected device to control his asset. Over time the business relationships and locations of support organizations may change for economic reasons or for strategic reasons. 
         [0019]    Remote support is most likely to be provided not only by non-employees of the owner but even subcontractors of the vendor the owner has chosen to do business with and whose contracts may expire. Therefore users who are authorized to have access to an Internet appliance during one contract may change in another. 
         [0020]    It is important when dealing with distant parties who are providing an arms length service that there be provisions for logging their activity and recovering from errors or malicious changes. Because there are three or more parties involved and the opportunity for a diluted responsibility it is desirable to use some concepts of process automation to efficiently ensure that services are provided in a timely manner and maintain traceability of action or inaction. 
         [0021]    Thus it can be appreciated that what is needed is a way to improve security and simplicity in connecting a remote support technician to an Internet appliance which is protected behind a firewall or network address translation means in addition to physical inaccessibility. Improved security would mean positive identification of each end of the connection, multiple levels of privileged access, a record of the changes, and limited time period for the access. Simplicity would be measured in the number of actions that the appliance owner needs to understand and execute to remain in control of his asset. 
       SUMMARY OF THE INVENTION 
       [0022]    In an embodiment of the present invention, a secure remote support automation process, the operator of an internet appliance does not require a high level of administration skills and simply initiates a support task request. Such a support task request may be scheduled regularly by calendar or on demand that is ad hoc by pressing a real or virtual button using a display-keyboard as standard input. 
         [0023]    A remote support server receives a support task request and schedules a predefined task to a predefined actor who also has a predefined escalation policy and notifies the support actor of the scheduled task along with a key, a key seed, or a credential to use as an authentication credential. 
         [0024]    A remote support actor located at a support center receives notification of a scheduled remote support task, authentication credentials, and contacts the internet appliance in some way to respond. This is perhaps by telephone for a verbal interaction or more usefully by at least one encrypted electronic channel through the remote support server, presenting an authentication credential and using the allowed access rights to read and copy certain files and issue certain commands. 
         [0025]    The remote support server connects the remote support actor to the internet appliance, validates authentication credentials, tracks and logs activity, updates the task scheduler and in the event that allow time for support expires without closure, escalates the task assignment according to policy to a designated secondary support actor, reporting on the status of all remote support requests accordingly. 
         [0026]    In brief, the method of operating an internet appliance includes initiating a remote support request which includes generating a key seed or a public/private key pair, authenticating the support actor using the public/private key pair, and enabling a predefined level of privileged access to issue commands, read files, and edit them. 
         [0027]    The method of operating a remote support service includes receiving a remote support request, receiving a key seed or a public key or a private key or a digital credential authorizing a certain level of privileged access to a certain internet appliance, assigning and notifying a support actor of the scheduled support task, opening a channel and validating authentication credentials, logging support activity and escalating the task according to a policy if the task is not started within a window of time. 
         [0028]    The method of operating a remote support center is to receive the assignment of a scheduled support task, obtain the authentication credentials, connect via the support server to the internet appliance, and perform requested support services within the allowed window of time. 
         [0029]    The illustration of the best mode above includes steps which those skilled in the art understand to convey a flavor of the value added to the invention itself which is strictly disclosed in the claims following. 
         [0030]    The present invention is a method for operating a support server coupled to an Internet appliance through a firewall using a electronic communications medium such as the Internet. 
         [0031]    An Internet appliance is coupled, through a firewall or other apparatus providing network address translation to the Internet. A support server is coupled to the Internet. The Internet provides electronic communication through standard protocols. The method of the invention is to first create a public/private key pair and store it on the support server through a first means and to use a second means to authenticate and carry a secure connection between the support server and the Internet appliance. The invention further comprises using a key seed to generate a public/private key pair for a particular service request which may be limited in time, number of accesses, or level of privilege, transmitting the key seed or the public key through a low security protocol such as http, and using a second protocol such as SSH to reverse tunnel from the support server to the Internet appliance. 
     
    
     
       BRIEF DESCRIPTION OF DRAWINGS 
         [0032]      FIG. 1  Block Diagram of Appliance Connecting Thru Firewall to Server 
           [0033]      FIG. 2  Block Diagram of Appliance Connecting to Support Center 
           [0034]      FIG. 3  Block Diagram of Plurality of Support Centers 
           [0035]      FIG. 4  Flow Chart of Appliance Method 
           [0036]      FIG. 5  Flow Chart of Server Method 
           [0037]      FIG. 6  Flow Chart of Support Center Method 
       
    
    
     DETAILED DESCRIPTION 
       [0038]    An embodiment of the present invention comprises generating a public/private key pair, storing a public key on a server, storing a private key on an Internet appliance, reverse tunneling through a firewall on a secure channel with the public/private key pair and authenticating as a privileged user conventionally. 
         [0039]    An embodiment of the present invention comprises creating a key seed, generating a public/private key pair, storing a public key and a private key on a server, storing a public key and a private key on an Internet appliance, tunneling through a firewall on a secure channel with the public/private key pair and reverse tunneling through the firewall on a secure channel with the public/private key pair. 
         [0040]    An embodiment of the present invention comprises creating at least one key seed, generating a plurality of public/private key pairs, storing a public key and a private key on a server, storing a public key and a private key on an Internet appliance, tunneling through a firewall on a secure channel with one public/private key pair and reverse tunneling through the firewall on a secure channel with a second public/private key pair. 
         [0041]    The invention further comprises the steps of sending a public key from the Internet appliance and receiving the public key on the server by using the POST method of the HTTP or HTTPS protocol and storing the public key and the identity of the originating Internet appliance in the file naming authorized users of the server. 
         [0042]    The invention further comprises the step of sending a key seed from the Internet appliance and receiving the key seed on the server and generating a public/private key pair on the appliance and generating the public/private key pair on the server by operating on the key seed in both methods. 
         [0043]    The invention further comprises generating an incident specific ad hoc public/private key pair with a certain security profile or allowed level of privileged access, transmitting the private key to a remote support organization, storing the public key on an Internet appliance, and removing the public key after a period of time whereby privileged access is restricted in time, and to allowed services to a specific remote support organization. 
         [0044]    The invention further comprises generating an intermittently updated persistent public/private key pair with service limited to signaling a need for service, transmitting the public key to a remote support organization, storing the private key on an Internet appliance and creating a reverse tunnel from the Internet appliance to the support server using the public/private key pair. 
         [0045]    The invention includes using http protocol to transfer at least one of the following to the support server: a key seed, a public key, and a private key. 
         [0046]    The invention includes generating a public/private key pair from a key seed on the support server and on the Internet appliance having a restricted level of privileged access. 
         [0047]    The invention includes removing the public/private key pair generated from a key seed after a certain amount of time to prevent continuing access. 
         [0048]    The invention includes applying a pseudo-random algorithm to produce a key seed whereby a key seed is less guessable and less likely to be repeated. 
         [0049]    The present invention is a system comprising a support server coupled to the Internet, a local support client coupled to the Internet, an Internet appliance coupled to a firewall, the firewall coupled to the Internet and a method for operating any part of the system. 
         [0050]    The method for operating a support center comprises the steps following:
       receiving a key seed relating to a certain support request on a certain Internet appliance;   connecting to a support server;   obtaining a public/private key pair for limited privileged access on the Internet appliance; and   presenting an authentication credential to access the Internet appliance and provide maintenance.       
 
         [0055]    The method for operating an Internet appliance comprises the following steps:
       selecting a key seed;   transmitting a key seed to a local support client;   generating at least one public/private key pair from the key seed and a support role profile;   initiating a reverse tunnel through a firewall using a public/private key pair; and   authenticating a credential presented for remote access.       
 
         [0061]    The method for operating an Internet appliance may use a single public/private key pair for initiating a reverse tunnel as well as authenticating a remote support login. 
         [0062]    The method for operating an Internet appliance may use a plurality of public/private key pairs for initiating a reverse tunnel and for authenticating remote support login by various support roles. 
         [0063]    Selecting a key seed at the Internet appliance may be done manually or by using a pseudo-random key seed generator which will avoid repetition and easily guessed key seeds. 
         [0064]    In an embodiment, the method for operating an Internet appliance has the additional step of transmitting a public key to the server before initiating a reverse tunnel using HTTP or HTTPS protocol to transmit the public key and using SSH protocol to initiate the reverse tunnel. 
         [0065]    The method of operating a support server comprises the steps following: storing a public key in computer readable media, receiving a reverse tunneling service request from an Internet appliance, authenticating the reverse tunneling connection by using the public key, authenticating a support technician, and channeling standard input and output between the support technician and the Internet appliance. 
         [0066]    The method further comprises the step of: receiving a public key by serving an http or https method from an Internet appliance whereby the public key may be occasionally or sporadically updated at the initiative of the Internet appliance owner. 
         [0067]    The method further comprises the step of: storing a first public/private key pair and a second public/private key pair. 
         [0068]    The method further comprises the step of: receiving a key seed wherein a key seed has been chosen or pseudo-randomly generated at an Internet appliance; generating a public/private key pair from the key seed wherein the key seed specifies an access profile limiting the capability of a user; and storing a private key for a certain support technician; 
         [0069]    The method further comprises the step of: connecting to a certain Internet appliance as a certain support technician; and responding to an authentication request from the Internet appliance by using the private key. The method further comprises using a socket directed to the file system instead of conventional ports to connect between the support server and the Internet appliance. Instead of conventionally specifying a port number, the present invention specifies a filename for a unix domain socket to both SSH client and SSH daemon. An embodiment of the present invention is
   ssh -T -o StrictHostKeyChecking=no -i/home/emailswitch/code/config/id_rsa -o   -R[/var/tunnels/ssh/31676.sock]:127.0.0.1:22   -R[/var/tunnels/www/31676.sock]:127.0.0.1:8000
 
instead of conventionally specifying a port number, the present invention further comprises specifying a filename for the unix domain socket whereby a limitation in number of connections is overcome.
   
 
         [0073]    The method further comprises the step of: logging all standard input and output between the support technician and the Internet appliance. 
         [0074]    The method further comprises the step of: removing the private key after a certain period of time from receipt of the key seed. 
         [0075]    A method of operating a support server includes the following steps:
       storing a first public/private key pair and a second public/private key pair;   authenticating a certain support technician;   receiving a key seed wherein a key seed has been chosen or pseudo-randomly generated at an Internet appliance;   generating a public/private key pair from the key seed wherein the key seed specifies an access profile limiting the capability of a user;   storing a private key for a certain support technician;   receiving a public key, storing the public key in computer readable media, receiving a reverse tunneling service request from an Internet appliance, authenticating the reverse tunneling connection by using the public key;   connecting to a certain Internet appliance as a certain support technician;   responding to an authentication request from the Internet appliance by using the private key; logging all standard input and output between the support technician and the Internet appliance; and removing the private key after a certain period of time from receipt of the key seed.       
 
         [0084]    The method of operating a support server further comprises generating a plurality of public/private key pairs by recursively hashing the key seed and using each of the plurality of public/private key pairs only once. 
         [0085]    The present invention may be practiced by using only one public/private key pair and two connections wherein a public key is received by the server on one connection such as http or https; and a private key is used to authenticate the second connection such as ssh. Conventional means of privileged access is protected by the second connection. 
         [0086]    The present invention may be practiced by using a key seed and generating the public/private key pair at both the server and the Internet appliance. The public key is used by the server to authenticate a connection request from the Internet appliance and the private key is used by the server to authenticate the privileged access by the support technician. The invention further comprises methods of protecting access by having an expiration date or number of uses or level of access associated with a key seed. 
         [0087]    The present invention may be practiced by using two public/private key pairs wherein the server uses a first public key to authenticate a connection initiated from the Internet appliance, and subsequently uses a second private key to authenticate a support technician to the Internet appliance. It can be appreciated by those skilled in the art that the set of commands available to be accepted and copying and editing of files may be controlled using each of these public/private key pairs. 
         [0088]    The present invention may be practiced by having two independent means of transferring a public key, a private key, or a key seed. Embodiments of the means of transferring part or all of a public/private key pair or a key seed follow as illustrations but not limitations of the invention: http protocol, secure http protocol, secure socket layer protocol, ftp protocol, secure ftp protocol, encrypted email, password protected files, a socket, a telephone conversation, an encrypted voip link, an encrypted chat link, a message in a bottle, and physical delivery of a computer readable electronic medium such as a flash drive, 
         [0089]    An embodiment of a method for process automation of remote support illustrates the present invention without restricting its scope in the following steps:
   1. Assigning a barracuda central support account manager to a set of disti-var local support centers.   2. Assigning a barracuda central support account escalation manager to each account manager.   3. Dispatching an open ticket to a disti-var local support center upon receipt of the http: POST or https: POST.   4. Displaying on a console the number of open tickets for each disti-var and time-stamp of the closing of each ticket or connection of disti-var local support to the barracuda.   5. Escalating an open ticket to the barracuda central support account manager if the open ticket remains open for &gt;h hours and measuring disti-vars on their responsiveness.   
 
       Conclusion 
       [0095]    The present invention is a system for secure remote support of an Internet appliance comprising an appliance coupled to electronic communications media, a support server coupled to the electronics communications media and a method tangibly embodied as program product executable instructions encoded on computer readable media adapted to control the operation of the appliance and the server whereby owners of an Internet appliance behind a firewall may grant privileged access to support technicians operating a support server distant from the site of the appliance. Support includes but is not restricted to monitoring, maintaining, and managing resources of an appliance by manual or automated steps such as installing, upgrading, changing configuration, troubleshooting, repairing, and displaying metrics of system resources. 
         [0096]    A method for controlling the operation of a support server has the steps of
       accepting a public key on a first connection with an internet appliance;   storing the public key to the authorized user directory in computer readable media;   starting a second connection; and   authenticating the Internet appliance on the second connection.       
 
         [0101]    To control the operation of an Internet appliance, the invention takes the steps of generating public/private key pair; transferring the public key on a first connection; initiating a reverse tunnel on a second connection; and authenticating a support credential. 
         [0102]    In an embodiment, transferring the public key is done by establishing an http or https protocol session with a server and executing a post operation to electronically communicate a public key to a server. Initiating a reverse tunnel on a second connection comprises establishing an SSH -R session with a server whereby a reverse tunnel through a firewall may be opened. Then the internet appliance receives an SSH client request and authenticates a remote user by checking a second digital credential. More steps include selecting a key seed, transmitting the key seed, generating at least one public/private key pair from the key seed, and storing the public/private key pair on computer readable media. In an embodiment, a pseudo-random key seed generator is used. 
         [0103]    A system is disclosed for secure remote support of an Internet appliance comprising an appliance coupled to electronic communications media, a support server coupled to the electronics communications media, a support center and a method tangibly embodied as program product executable instructions encoded on computer readable media adapted to control the operation of the appliance, the server, and the center whereby owners of an Internet appliance behind a firewall may grant privileged access to third party support technicians remotely coupled to a support server distant from the site of the appliance. 
         [0104]    A method is disclosed for controlling the operation of a support center coupled to electronic communications media comprising the steps of 
         [0000]    receiving a key seed; connecting to a support server; obtaining a credential; and presenting the credential for privileged access. Credentials may be used to control multilevel access . 
         [0105]    A method for secure remote support of an Internet appliance is disclosed having the steps of creating a public/private key pair; distributing a public key to a support server; establishing a reverse tunnel through a firewall; and verifying a support credential. Other steps include generating a key seed and transmitting a key seed to a support technician, creating and storing a plurality of credentials according to the privilege profile allowed to certain support technicians. In an embodiment a first connection comprises an http protocol POST operation whereby a key seed or a public key may be communicated to a server and a second connection comprises starting an SSH daemon adapted to enable reverse tunneling upon authentication. 
         [0106]    A method is disclosed for a support server to protect an Internet appliance by firstly accepting a public key and storing it to a file of authorized users secondly establishing a secure connection upon the request of the Internet appliance, and enabling reverse tunneling across a firewall to perform at least one privileged maintenance and administrative operation. The method further comprises establishing a secure connection with a first support center, and communicating a unique and time sensitive credential from the support center to the Internet appliance. A credential may be a key seed, a public key or a private key. 
         [0107]    However as there may be methods equivalent to the steps enumerated, the scope of the invention should be determined by the appended claims and their legal equivalents, rather than the examples given to provide illustrations of presently preferred embodiments.