Silicon Graphics Origin 3900 User Manual page 261

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The sequence of events can be described as follows:
1. Embedded Support Partner (ESP) monitors your system 24 hours a day.
2. When a specified system event is detected, ESP notifies SGI via e-mail (plain text or
encrypted).
3. Applications that are running at SGI analyze the information, determine whether a
support case should be opened, and open a case if necessary. You and SGI support
engineers are contacted (via pager or e-mail) with the case ID and problem
description.
4. SGI Knowledgebase searches thousands of tested solutions for possible fixes to the
problem. Solutions that are located in SGI Knowledgebase are attached to the
service case.
5. You and the SGI support engineers can view and manage the case by using
Supportfolio Online as well as search for additional solutions or schedule
maintenance.
6. Implement the solution.
Most of these actions occur automatically, and you may receive solutions to problems
before they affect system availability. You also may be able to return your system to
service sooner if it is out of service.
In addition to the event monitoring and problem reporting, SGI Electronic Support
monitors both system configuration (to help with asset management) and system
availability and performance (to help with capacity planning).
SGI Electronic Support
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