|
5.480 bytes |
Service Hints & Tips |
Document ID: MCGN-3NJLV9 |
Servers - Remote Connect, the new 'Call Home' function
Applicable to: United States
Remote Connect - A "Call Home" capability designed for the Netfinity server
Architected to exploit the following technologies:
Netfinity server technology - BIOS allowing remote console ported through the serial port and communication via leased line, Intranet or Internet.
Netfinity server technology enabling execution of diagnostics.
Netfinity Manager software - Allowing predetermined threshold setting and alerting for PFA, and hardware error monitoring.
Advanced Systems Management Adapter Card enabling the additional monitoring of systems environmentals, voltage, temperature and error logs. The ASMA card also enables remote console with remote power on/off and reboot.
Remote Connect enables a large system like 'Call Home' remote support capability in the Netfinity 7000 server.
Remote Connect provides the vehicle allowing a Netfinity server to call the IBM support infrastructure and report a predetermined threshold reached for PFA or a hardware error.
Using the multiple technologies in IBM's newest Netfinity 7000 server, Netfinity Manager software and the Advanced Systems Management Adapter, this new support capability enables IBM to remotely deliver hardware-problem determination, launch on-site resources if needed and invoke any level of support, including product engineering, within minutes.
Included in this new infrastructure is a comprehensive problem-management system that provides tracking, management, escalation and transfer of problem ownership to the appropriate skills required to resolve an issue.
Note: Remote Connect availability will be limited to the Netfinity 5000 and 7000 families of servers and will support selected network operating systems at announce.
Remote Connect Functionality Overview
Supported Systems:
Netfinity 5000
Netfinity 5500
Netfinity 5500 M10
Netfinity 7000
Netfinity 7000 M10
Customers Location:
Remote Connect Client Code
Netfinity posts an alert
Client code entitles alert
Dials IBM Intranet
Creates problem ticket / Reports ticket # to customer
Customer allows IBM support rep to continue remote PD via Netfinity remote workstation control
IBM Technical Support Center:
Remote Connect Problem Management Code
Alert captured, entitlement checked, logged to database
Problem ticket opened
Ticket number sent back to customer for reference
Alert posted to HelpCenter Server Specialist
Specialist review alert, problem defined or:
Reestablish connection to server to pull additional data
Escalate to level 2 / PE
If problem is NOS, work issue or hand-off to level 2 NOS support
If on-site support required, launch CSR via IBM dispatch
If known part(s) required, dispatch part message with call
|
Search Keywords |
Netfinity, 7000, 8651, Call, Home, Remote, Connect | |
|
Hint Category |
Other | |
|
Date Created |
05-11-97 | |
|
Last Updated |
30-04-99 | |
|
Revision Date |
06-05-2000 | |
|
Brand |
IBM PC Server | |
|
Product Family |
Netfinity 5500, Netfinity 7000, Netfinity 5000, Netfinity 7000 M10, Netfinity 5500 M10 | |
|
Machine Type |
8660, 8651, 8659, 8680, 8661 | |
|
Model |
All | |
|
TypeModel |
| |
|
Retain Tip (if applicable) |
| |
|
Reverse Doclinks |