Secure remote support of systems deployed in a private network

A computer program product comprising one or more computer readable storage media having program instructions collectively stored on the one or more computer readable storage media, the program instructions executable to cause a computing device to:

• connect to a database using an outbound connection as a result of a problem trigger that requires support from a support provider, wherein the computing device is an information technology (IT) product in a private network and the database is outside the private network, and wherein the IT product is registered with the database with a unique identifier of the IT product;
• receive a response from the database based on the unique identifier of the IT product, the response including a command for execution by the IT product;
• execute the command on the IT product;
• and
• send result data to the database, wherein the result data is data that results from executing the command on the computing device,
• wherein the private network includes a firewall that blocks inbound connections from devices outside the private network;
• the response from the database is a response to the outbound connection;
• and
• the connecting includes the computing device transmitting its unique identifier to the database.

A system comprising:

• a processor, a computer readable memory, one or more computer readable storage media, and program instructions collectively stored on the one or more computer readable storage media, the program instructions executable to cause a support provider computing device to:
• store plural commands in a database, each respective one of the commands being associated with a respective unique identifier of an information technology (IT) product registered with the database;
• receive an outbound connection from the IT product that is behind a firewall in a private network, the outbound connection including an identifier of the IT product;
• identify one of the commands stored in the database by matching the received identifier of the IT product to the respective unique identifier stored in the database;
• respond to the outbound connection from the IT product with a response communication that includes the identified one of the commands;
• receive result data from the IT product as a result of the IT product executing the identified one of the commands;
• and
• store the result data with the respective unique identifier of the IT product in the database.