IBM eserver i5 Handbook page 588

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Simplicity and ease-of-use characteristics mean that configuring and supporting
systems requires limited data processing knowledge or experience. Electronic
Customer Support enables third-party software and support organizations to
support systems and networks from a central site, providing business solutions
and partnerships to maintain service and support to iSeries customers.
Systems management capabilities of ECS include:
Resource management and configuration management
Problem management, network management, and change management
Online and remote technical support
Electronic hardware and software service support
Remote marketing support
Universal Connection
The ability to run Electronic Customer Support over TCP/IP is available using the
integrated high-speed V.90 modem. This includes electronic fix retrieval and
problem reporting. In addition, IBM remote support over a dial-up connection
using the integrated high-speed V.90 modem is enabled. This includes making
available CL commands for creating simple point- to-point configurations to aid in
connecting to IBM Support for the customer to use as well. In addition, you can
configure a safe reliable VPN connection to run over an Internet connection.
For the PTFs required to enable these functions, see:
http://www.ibm.com/servers/eserver/iseries
If a hardware or software problem arises, you can download PTFs to the iSeries
server to assist in problem determination and resolution. The ECS connection
can also be used for IBM Electronic Service Agent for iSeries, where the iSeries
server initiates a call to an IBM service center at a prearranged time for its error
logs to be checked and to enable service actions to be taken. This often occurs
before the customer is aware of the existence of a problem.
Internet PTFs
iSeries customers can download PTFs over the Internet. The client system
required is a PC with Windows NT, 2000, or XP, a TCP connection to the iSeries
server over a LAN, and access to the Internet. Selected configurations and setup
information are documented on the Web at:
http://www.ibm.com/eserver/iseries/support
Except for the medium of transport, the functionality and entitlement of PTF
download over the Internet is the same as the Electronic Customer Support
method of transport. The user selects the PTFs and options using a Web
browser and submits the order. At the iSeries service Web site, the user can also
IBM Eserver i5 and iSeries System Handbook
554
Draft Document for Review October 18, 2004