8456ch_SNMP.fm Draft Document for Review December 5, 2019 4:33 pm 14.6 Remote support advantages 14.7 Remote support call home 14.7.1 Call home and heartbeat: Outbound 14.7.2 Data offload: Outbound 464  IBM DS8900F Architecture and Implementation For many DS8900F problem events, such as a hardware component failure, a large amount  of diagnostic data is generated. This data can include text and binary log files, firmware  information, inventory lists, and timelines. These logs are grouped into collections by the  component that generated them or the software service that owns them.  The heartbeat can be scheduled every one to seven days based on the client’s preference.  When a scheduled heartbeat fails to transmit, a service call is placed for the SSR with an  action plan to verify the call home function. The DS8900F uses an internet connection  through Transport Layer Security (TLS), which is also known as Secure Sockets Layer (SSL),  for call home functions. The DS8900F also uses the call home facility to send proactive  heartbeat  information to IBM.  The heartbeat configuration can be set by the IBM SSR to send heartbeat information to the  customer (through Simple Network Management Protocol (SNMP) and email) in addition to  IBM. A  heartbeat  is a small message with basic product information that is sent to IBM to  ensure that the call home function works.  Call home  is the capability of the Management Console to report serviceable events to IBM.  The Management Console also transmits machine-reported product data (MRPD)  information to IBM through call home. The MRPD information includes installed hardware,  configurations, and features. The call home is configured by the IBM SSR during the  installation of the DS8900F by using the customer worksheets. A test call home is placed  after the installation to register the machine and verify the call home function.  This section details the call home characteristics. This section describes the call home and heartbeat capabilities. Call home Heartbeat The following benefits can be realized when you enable remote support on the DS8900: GLYPH<SM590000> Serviceable events with related problem data are reported to IBM automatically and a  support call is opened. GLYPH<SM590000> IBM support personnel can start data analysis and problem isolation immediately, which  can reduce the overall time that is required to fix a problem. GLYPH<SM590000> If additional service data is needed, IBM Support can connect to the Management  Console and offload the data for the next level of support. GLYPH<SM590000> Remote support helps clients to maintain the highest availability of their data GLYPH<SM590000> Remote Code Load as described under “Remote Code Load” on page 443 is default on  DS8900.