IBM DS8000 manual Call home, Remote access

S-HMC - Network Topology

Storage Facility

Processor Complex 0 Functional Service

Customer network

Processor (FSP)

Storage
Facility	SFI Complex 0
Image
	SFI Complex 1
(SFI)
Processor Complex 1	FSP

172.16-BLACK Network

Customer Network

Firewall

Internet

Processor Complex 0

Storage

Facility

Image

(SFI)

MC 1

FSP

SFI Complex 0

SFI Complex 1

-GRAY Network

MC 2

Firewall

Firewall

IBM

network

IBM eCare

Processor Complex 1 FSP

172.17

Call Home Remote Support

Figure 9-3 S-HMC network topology

In this configuration, capabilities exist to execute remote services such as:

￿Call home

￿Remote access

Call home

Call home is the capability of the S-HMC to contact IBM support services to report a problem. This is referred to as call home for service. The S-HMC will also provide machine-reported product data (MRPD) information to IBM by way of the call home facility. The MRPD information includes installed hardware, configurations, and features. The storage plex will use the call home method to send heartbeat information to IBM and by doing this, will ensure that the S-HMC will be able to initiate a call home to IBM in the case of an error. Should the heartbeat information not reach IBM, a service call to the customer will be initiated by IBM to investigate the status of the DS8000. The call home can either be configured for modem or internet setup. The call home service can only be initiated by the S-HMC. This facility cannot be initiated from the outside. In our example, MC1 will initiate a call home for service when detecting an error with the DS8000. This action will pass through the customer’s network across the internet to the IBM service center. Depending on the complexity of the error, IBM will request remote access.

Remote access

Remote access is required when the local service personnel cannot correct problems with the storage plex and IBM product engineer assistance is required to resolve the problems. In this case the S-HMC will initiate a call home for service and IBM support service will initiate a remote access session, using the basic ASCII terminal to either dial the S-HMC modem to

164DS8000 Series: Concepts and Architecture