Configuring Remote Support; Before Configuring Remote Support; Remote Support And Warranty Details - HP StoreOnce 4900 Backup Installation And Configuration Manual

for this command, either the node or the storage. The command will be applied across all
server components or across all storage components.

Configuring Remote Support

Remote Support, available with StoreOnce software version 3.1 1.0 and later, enables the StoreOnce
appliance to pro-actively "call back" to HP when issues arise on the system, if configured to do
so. Initially, it provides the ability for hardware error messages, alerts and warnings, to be
transmitted automatically to HP Support, who can then help the customer take the appropriate
action to remedy the error. This is of particular benefit in the StoreOnce backup environment,
where the StoreOnce appliance may not be constantly monitored by the customer.
Currently, there is no ability for HP Support to communicate directly with the HP StoreOnce Backup
system via the Remote Support feature.
All configuration for this feature is via the StoreOnce GUI, as described below.
IMPORTANT:
internet, in order for the StoreOnce Backup system to communicate back to HP Support.

Before configuring Remote Support

1. Remote Support is not compatible with other HP Support Tools, such as IRS. Decide which
support option is appropriate for your environment.
If you are already using IRS and wish to use Remote Support, you can either disable
SNMP on the Backup system (if it is not needed for other non-HP tools) or disable remote
support for StoreOnce on the IRS server. Consult your IRS documentation or HP Support
for further details.
If you are using only non-HP tools to monitor SNMP messages, there is no need to disable
SNMP on the StoreOnce Backup system. There is no conflict with StoreOnce Remote
Support
2. Alerts are transmitted over the firewall-friendly port 443. If the Data Center environment does
not allow internet access, you cannot use Remote Support.
3. The details of the HP Remote Support server that will receive the alerts from the StoreOnce
Backup system are provided by the StoreOnce GUI. You need to enter the details of the proxy
server that will be used to enable internet access between the StoreOnce Backup system and
the HP Remote Support server.
4. Determine what customer technical contact details should be used by HP Support.
5. Gather together the warranty serial numbers and product numbers (found on the server and
storage enclosures) and entitlement details for the server node and storage components in the
system to be configured.
SAID or CarePackID extended warranties may be purchased for the HP StoreOnce Backup
system or hardware components.

Remote Support and warranty details

Even if you do not intend to use the Remote Support feature, HP strongly recommends that you use
the Remote Support pages in the GUI to record warranty serial numbers and product numbers.
This is because warranty entitlement for most products is based on bundled serial and product
numbers and this is the information that HP Support will request if you raise a Support call. The
product number identifies the model of HP StoreOnce Backup system, which may consist of a head
server unit and storage enclosure; but the StoreOnce software reports on the part numbers associated
with the individual component parts.
The products are supplied with toe tags that contain product numbers and serial numbers for
warranty, and the Remote Support pages provide an easy way of recording the warranty entitlement
information within the StoreOnce GUI.
70 Completing the installation
The use of this feature requires the customer to provide a proxy server path to the