Secure remote maintenance and support system, method, network entity and computer program product

• US 9,992,227 B2
• Filed: 01/07/2009
• Issued: 06/05/2018
• Est. Priority Date: 01/07/2009
• Status: Active Grant

• Current Assignee: NCR Voyix Corporation
• Original Assignee: NCR Corporation
• Inventors: Thomas, Erika, Hughes, Jeff, Turner, David, Henriksen, Jason, Davidson, Donald, Alderson, Benjamin, Fortuna, James
• Primary Examiner(s): Mejia, Anthony
• Assistant Examiner(s): HENRY, MARIEGEORGES A
• Application Number:
  US12/349,945
• Publication Number:
  US 20100174812A1
• Time in Patent Office: 3,436 Days
• Field of Search: 709223
• CPC Class Codes: G06F 21/305 by remotely controlling device operation
• CPC Class Codes: G06F 2221/2115 Third party
• CPC Class Codes: H04L 63/0272 Virtual private networks
• CPC Class Codes: H04L 63/20 for managing network security; network security policies in general filtering policies H04L63/0227

Abstract

A remote, secure maintenance and support system, method, network entity and computer program product are provided. The system can include site terminal(s) and/or a site server (collectively “site device(s)”), a data center in communication with the site device(s) over a first secure tunnel, and at least one client terminal in communication with the data center over a second secure tunnel. The site device(s) can be configured to periodically transmit to the data center one or more error messages over the first secure tunnel. The data center can, in turn, be configured to make the error messages accessible to at least one authorized technician operating one of the client terminals. The client terminal can be configured to retrieve at least one of the error messages over the second secure tunnel and to take an action associated with resolving the error message.

Claims

1. A system comprising:

a point-of-sale (POS) terminal located at a first location, wherein the point-of-sale terminal is capable of accepting credit card information;

a site server located at the first location and in wired or wireless communication with the POS terminal over a local area network;

a data center comprising a server and a database, said data center being located at a second location remote from the first location;

a client terminal comprising a processor and a communication interface, said client terminal being located at a third location remote from the first location and the second location; and

a network connecting the site server, the data center, and the client terminal;

wherein the site server is in communication with the data center over the network via a first secure tunnel;

wherein the client terminal is in communication with the data center over the network via a second secure tunnel, the first and second secure tunnels have encrypted communications and are different from one another, and the client terminal does not directly communicate with the site server, and wherein all electronic data and network-based communication between the client terminal and the POS terminal is via the data center;

wherein the client terminal is operated by an authorized technician for monitoring and addressing error conditions for the POS terminal, and wherein the client terminal is a laptop or a Personal Digital Assistant (PDA);

wherein the POS terminal is configured to;

automatically and periodically, at a defined frequency, monitor for an error condition comprising a change in security settings for the POS terminal where credit card masking is turned off, and monitor by the site server for the error condition in a background process unbeknownst to any operator of the site server; and

transmit an error message to the site server over the local area network, wherein the error message comprises information relating to the error condition;

wherein the site server is configured to;

receive the error message from the POS terminal; and

collect the error message with other collected error messages and periodically transmit the collected error messages to the data center over the first secure tunnel; and

wherein the data center is configured to;

receive the collected error messages from the site server;

store the collected error messages in the database; and

associate the at least one collected error message with the technician.

2. The system of claim 1 wherein the data center is further configured to:

receive identification information from the client terminal over the second secure tunnel;

authenticate the technician using the identification information;

query the database to retrieve all collected error messages associated with the technician;

transmit the retrieved error messages associated with the technician to the client terminal over the second secure tunnel; and

receive an action request from the client terminal over the second secure tunnel.

3. The system of claim 2 wherein the data center is further configured to:

receive a pull action message request from the site server over the first secure tunnel; and

transmit the action request to the site server over the first secure tunnel.

4. The system of claim 3 wherein the site server is further configured to perform the action contained in the action request.

5. The system of claim 3 wherein the site server transmits a pending offline credit transaction file to the data center over the first secure tunnel in response to the action request.

6. A method comprising:

automatically and periodically, at a defined frequency, monitoring, by a point-of-sale (POS) terminal, for an error condition comprising a change in security settings for the POS terminal where credit card masking is turned off, wherein monitoring further includes monitoring as a background process on the POS terminal unbeknownst to any operator of a site server;

transmitting, by the POS terminal, an error message to the site server over a local area network, wherein the error message comprises information relating to the error condition;

receiving, by the site server, the error message from the POS server;

periodically transmitting, by the site server, collected error messages that include the error message, other collected error messages, and at least one site server error message collected by the site server on itself, the collected error messages sent to a data center over a first secure tunnel on a network, the first secure tunnel using encrypted communications;

receiving, by the data center, the collected error messages from the site server;

storing, by the data center, the collected error messages in a database; and

associating, by the data center, at least one of the collected error messages with an authorized technician operating a client terminal for monitoring and addressing error conditions on the POS terminal, wherein the client terminal indirectly communicates with the POS terminal, and wherein all electronic data and network-based communication between the client terminal and the POS terminal occurs through the data center, wherein the client terminal is one of;

a laptop and a Personal Digital Assistance (PDA).

7. The method of claim 6 further comprising:

receiving, by the data center, identification information from the client terminal over a second secure tunnel on the network, wherein said identification information is associated with a technician;

authenticating, by the data center, the client terminal using the identification information;

querying, by the data center, the database to retrieve all collected error messages associated with the technician;

transmitting, by the data center, those collected error messages that are associated with the technician to the client terminal over the second secure tunnel, the second secure tunnel different from the first secure tunnel, and the second secure tunnel using second encrypted communications; and

receiving, by the data center, an action request from the client terminal over the second secure tunnel.

8. The method of claim 7 further comprising:

receiving, by the data center, a pull action message request from the site server over the first secure tunnel; and

transmitting, by the data center, the action request to the site server over the first secure tunnel.

9. The method of claim 8 further comprising:

performing, by the site server, an action included in the action request.

10. The method of claim 8 further comprising:

transmitting, by the site server, a pending offline credit transaction file to the data center over the first secure tunnel in response to the action request.