IBM DS8000 - Manual (Page 186)

164 DS8000 Series: Concepts and Architecture
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
Storage Facility
Customer
network
S-HMC - Network Topology
Storage
Facility
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Processor Complex 0
Processor Complex 1
Storage
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Processor Complex 1
Processor Complex 0
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Functional Service
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SFI Complex 0
FSP
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FSP
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MC 1
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IBM eCare
Call Home
Remote Support
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Firewall
Firewall
Firewall