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5. The IBM service representative is shown a list of currently connected XIV
systems that correspond with the defined permissions, or the IBM service
representative manually enters the serial number to view the XIV system.
6. The IBM service representative chooses the XIV system to support. Only
permitted XIV systems are displayed, and all activity is logged.
7. The fully recorded support session commences.
8. The IBM service representative terminates the support session.
9. The XIV system disconnects from the XIV Remote Support Center.
While a support session is in progress, the XIV system generates events and
displays the system status on the IBM XIV Storage Management GUI. You can
view the process of phasing out a module or the restart of customer-visible system
services as it happens. The customer has full control over whether to proceed with
a support session by using mechanisms such as timeout or force-disconnect. If a
session disconnects unexpectedly, the IBM service representative can resume the
session when the XIV system next connects to the Remote Support Center.
Remote access by modem
To use the modem for remote access, you must connect a dedicated, analog
telephone line to the modem and give the telephone number to IBM. The
telephone line must support dial-in; however, because the IBM XIV Storage System
does not make outgoing calls by using the modem, the telephone line does not
need to support dialing out.
Note: The modem is no longer supported as part of the rack configuration for
Indonesia and Brazil. For more information, contact your IBM planning
representative.
Ensure that you use the correct connector for your country to dial in. For example,
in Germany and Luxembourg, use N-coded connectors.
Figure 17 illustrates the remote support connectivity by using a modem.
Customer
IBM XIV
Storage System
Figure 17. Remote support connectivity by modem
Remote support for severe system conditions
A remote support connection may be established automatically, when activated, if
severe system conditions (critical issues) are seen in the system and access to the
machine is blocked to the host. Immediate action is necessary so that waiting for
session connection is not necessary. This function is also known as "XRSC on
severe system conditions".
Dial-in
Modem
Telephony
Chapter 9. Remote support and call home
IBM
Modem
67
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