Sgi Remote Services Benefits; Sgi Remote Service Operations Overview - Silicon Graphics Rackable C2112-4KL1 User Manual

SGI Remote Services Benefits

SGI Remote Service Operations Overview

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• Improved uptime and system availability
• Proactive identification of issues before they create an outage
• Increase system stability by monitoring hardware and software version compatibility
• Reduced time to resolve support cases
• Greater operational efficiency
• Less involvement of customer staff during troubleshooting
• Faster support case resolution
• Improved productivity
Proactive potential problem identification can result in higher system availability.
Automated Alerts and, in some instances, Case Opening results in faster problem resolution time
and less direct involvement required by Customer Support Teams. SGI Remote Services is
available for all currently shipping SGI ICE, UV and Rackable systems and also other specific
SGI systems. Check with your SGI sales or service representative for more details.
An SGI Support Services Software Agent runs on each SGI system
remote system monitoring and secure communication to SGI Support staff.
and software configuration as well as system health information is captured and stored in the
Cloud. Figure 1-6 shows an example visual overview of the monitoring and response process.
Cloud intelligence automatically reviews select Event Logs around the clock (every five minutes)
to identify potential failure information. If the Cloud intelligence detects a critical Event, it
notifies SGI support personnel.
This monitoring requires no changes to customer systems or firewalls as long as the SGI Agent
can send HTTPS messages to highly secure Cloud and Global Access Servers. It will also have no
impact on customer network or system performance. All communication between SGI global
support and customer systems is kept secure using Secure Socket Layer (SSL) encryption. All
communication with SGI is initiated from the customer site using HTTPS protocol on port 443.
Optional SGI Remote Services (SGI RS)
at your location, enabling
Your basic hardware
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