Appendix A. Remote Support Through Call Home - IBM TS7650G User Manual

Appendix A. Remote support through Call Home

Remote support is available for the TS7650G through the Call Home capability
provided either in the ProtecTIER software or with TSSC. Please note that TSSC
with the Call Home feature is not available on the 3958 DD6 server. Call Home is
supported for 3958 DD6 using native call home tools provided in the ProtecTIER
software. The Call Home feature reports failures detected by the ProtecTIER
servers. Whenever a failure is detected, Call Home sends detailed error
information to IBM (home). The IBM Service Representative can then prepare an
action plan to handle the problem before traveling to the affected installation. The
gateway might also periodically send support information (such as configuration,
code versions, and error logs) to IBM. Doing so speeds-up problem determination
and fault resolution. When enabled on the gateway, Call Home uses a connection
on your Ethernet network to transmit hardware and software problem reports to
IBM. Call Home is enabled and tested by IBM Service Representatives during
initial system installation.
When the Reliability, Availability, and Serviceability (RAS) software on the
ProtecTIER server detects an error condition, Call Home sends detailed error
information to IBM (home). If the error indicates a problem with a field replaceable
unit (FRU), an IBM Service Representative can then prepare an action plan to
handle the problem before traveling to your site.
The TS7650G provides four Call Home capabilities: Problem Call Home, Heartbeat
Call Home, Test Call Home, and User-Initiated Call Home; descriptions follow.
RAS sends data files that may be helpful to IBM Support Center personnel for all
four types of Call Home. These data files include error logs and configuration
information, such as the Machine Reported Product Data (MRPD) log.
Test Call Home
Problem Call Home
Heartbeat Call Home
User-Initiated Call Home
For more information about Electronic Customer Care (ECC) and TSSC, refer to the
following topics:
v Call Home through ECC
© Copyright IBM Corp. 2012, 2016
The IBM Service Representative sends a Test Call Home signal after
enabling the Call Home feature during initial installation. You can also
send a Test Call Home to ensure that the setup is correct and that the
gateway can successfully open a Problem Management Record (PMR) in
the IBM Remote Technical Assistance Information Network (RETAIN).
When RAS detects a problem, RAS initiates a Call Home operation to
create a PMR in RETAIN. The PMR is a single page of text data that
enables the Support Center or the Service Representative to access an
action plan and a list of applicable FRU components.
To ensure proper ongoing Call Home functionality, the system sends a
Heartbeat Call Home on a regularly-scheduled basis. The heartbeat interval
is user-defined.
You can manually initiate Call Home from the TSSC GUI to collect a
product engineering (PE) package.
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