Remote Support - IBM TotalStorage DS6000 Introduction And Planning Manual

The call home feature allows the transmission of operational and error-related data
to IBM. It is the ability for the storage unit to alert IBM support to machine
conditions. The DS Storage Manager sends data to IBM for error analysis and
resolution.
Call home is enabled by default. You can disable the call home feature through the
DS Storage Manager.
The following list contains the reasons or types of data for which call home support
would be initiated:
v Problem notification: Data is sent when there is a problem that might require the
v Heartbeat information: monitors the availability of the call home functions.
v Communication tests: to test for the successful installation and communication
v Informational data such as current code levels.
SNMP
Simple network management protocol (SNMP) is the standard protocol for
managing networks and exchanging messages. It enables the storage unit to send
external messages to notify personnel about an event.
The SNMP messages are sent from the storage unit over the local area network.
You can configure the SNMP messages through the DS Storage Manager.

Remote support

The remote support function allows IBM Support to connect to your storage unit to
assist you with problem determination, perform repairs, and correct error events.
Remote support provides a means for skilled IBM personnel that are located at a
remote site to perform service on the storage unit, provided appropriate access has
been enabled. It provides a communication method that enables faster problem
determination and resolution.
You can enable remote support access through the DS6000 Storage Manager.
Remote support uses secure shell (SSH) or the DS6000 Storage Manager to
enable skilled remotely located IBM personnel to interact with your storage unit.
Optionally, remote support can be done with virtual node configuration (VNC) if you
download the VNC server. There are two ways to establish physical remote support
to access the storage unit. The preferred way is through a connection to the local
area network that is connected to the DS6000 processor card. However, IBM
customer engineers can also access the storage unit through the serial port located
on the rear operator panel.
Remote support is connected through a virtual private network (VPN) that you must
initiate and maintain. You must initiate a VPN connection to IBM before IBM support
personnel can use the remote support function. You can initiate a VPN connection
through the DS6000 Storage Manager. The VPN manages any required data
encryption for the data being transferred through the VPN connection.
You must grant permission for the support personnel to access your storage unit
using SSH. You can use the DS6000 Storage Manager or command-line interface
to enable or disable remote support over SSH. Also, you can enable or disable
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Introduction and Planning Guide
attention of IBM support personnel.
infrastructure.