Silicon Graphics Prism Hardware User's Manual page 136

4: Troubleshooting and Diagnostics
114
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 view and manage the case by using Supportfolio
Online as well as search for additional solutions or schedule maintenance.
6. The solution is implemented.
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).
The following three components compose the integrated SGI Electronic Support system:
SGI Embedded Support Partner (ESP) is a set of tools and utilities that are embedded in
the operating system. ESP can monitor a single system or group of systems for system
events, software and hardware failures, availability, performance, and configuration
changes, and then perform actions based on those events. ESP can detect system
conditions that indicate potential problems, and then alert appropriate personnel by
pager, console messages, or e-mail (plain text or encrypted). You also can configure ESP
to notify an SGI call center about problems; ESP then sends e-mail to SGI with
information about the event.
SGI Knowledgebase is a database of solutions to problems and answers to questions
that can be searched by sophisticated knowledge management tools. You can log on to
SGI Knowledgebase at any time to describe a problem or ask a question. Knowledgebase
007-4772-002