C-Track; Insight Remote Support - HP XP P9500 Owner's Manual

Figure 21 Service Information Message

C-Track

The C-Track remote support solution detects and reports events to the HP Support Service. C-Track
transmits heartbeats, SIMs, and configuration information for remote data collection and monitoring
purposes. C-Track also enables the HP Support Service to remotely diagnose issues and perform
maintenance (if the customer allows the remote maintenance). The C-Track solution offers Internet
connectivity only. If you choose the Internet-based remote support solution, additional infrastructure
and site preparation are required. Additional preparation may include server and router
requirements, which you and HP may be responsible for implementing.

Insight Remote Support

HP strongly recommends that you install HP Insight Remote Support software to complete the
installation or upgrade of your product and to enable enhanced delivery of your HP Warranty,
HP Care Pack Service or HP contractual support agreement. HP Insight Remote Support supplements
your monitoring, 24x7 to ensure maximum system availability by providing intelligent event
diagnosis, and automatic, secure submission of hardware event notifications to HP, which will
initiate a fast and accurate resolution, based on your product's service level. Notifications may be
sent to your authorized HP Channel Partner for on-site service, if configured and available in your
country. The HP Insite Remote Support products available for the P9500 disk arrays are described
in
NOTE:
Table 21 P9500 disk array remote support products
HP Product
AE241A
AE242A
Downloaded from www.Manualslib.com
"P9500 disk array remote support products" (page
HP Insight Remote Support Standard is not supported on XP and P9500 Disk Arrays.
manuals search engine
71).
Description
HP XP/P9500 Remote Device Access
Support
HP XP/P9500 no Remote Device
Access Support
Application
For customers that fully commit to use
HP Remote Support. It uses HP Insight
Remote Support for P9500 Remote
Device Monitoring utilizing
LAN/Internet connectivity and Remote
Device Access Support. This
configuration is required to meet the
objectives of XP disk array's Internet
connectivity with Remote Device Access
initiative and prerequisites for Critical
Support contracts. HP recommends that
the AE241A product with Internet
connectivity should be utilized for all
new P9500 installations, to ensure the
optimal support model and highest TCE.
For customers that commit to utilize
Internet and Insight Remote Support
connectivity for P9500 Remote Device
Monitoring but will not allow for Remote
Device Access to the P9500 array from
HP for proactive and critical support
processes.With no Remote Device
C-Track 71