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Electronic Service Agent
Service support for the models S80 and S85 can be enhanced through the use of the
application program, Electronic Service Agent. This application provides a number of
advantages for the models S80 and S85 customer including automatic error reporting
and analysis without customer intervention. The Electronic Service Agent kit is shipped
with the models S80 and S85 server and includes the following:
v Electronic Service Agent program on diskette
v Appropriate modem for remote communication
v Applicable cables
v Electronic Service Agent User's Guide, for Electronic Service Agent.
See the Electronic Service Agent User's Guide, for more details on Electronic Service
Agent.
Using the Service Processor and Electronic Service Agent
The service processor and electronic service agent features protect users against
unnecessary system downtime by keeping support personnel (both internal and
external) aware of any unexpected changes in the system environment. In combination,
the two features provide a flexible solution to automated system maintenance.
Service Processor
The service processor runs on its own power boundary and continually monitors
hardware attributes, the AIX operating system, and the environmental conditions within
the system. Any system failure that prevents the system from returning to an
operational state (a fully functional AIX operating system) is reported by the service
processor. The service processor is controlled by firmware and does not require the AIX
operating system to be operational to perform its tasks. If any system failures are
detected, the service processor can take predetermined corrective actions. The
methods of corrective actions are as follows:
v Surveillance
v Call Home
v AIX operating system monitoring
Surveillance is a function in which the service processor monitors the system through
heartbeat communication with the system firmware. The heartbeat is a periodic signal
that the firmware can monitor. During system startup, the firmware surveillance monitor
is automatically enabled to check for heartbeats from the firmware. If a heartbeat is not
detected within a default period, the service processor cycles the system power and
attempts to restart until the system either restarts successfully, or a predetermined retry
threshold is reached. In the event the service processor is unsuccessful in bringing the
system online (or in the event that the user asked to be alerted to any service
processor-assisted restarts), the system can call home to report the error.
The call home function can be initialized to call either a service center telephone
number, a customer administration center, or a digital pager telephone number. The
service processor can be configured to stop at the first successful call to any of the
numbers listed, or can be configured to call every number provided. If connected to the
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Service Guide
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