Dell PowerStore 1200T EMC PowerStore Planning Guide - Page 19

Support Connectivity communication Support Connectivity cannot be enabled on PowerStore models configured with IPv6 for the management network. Support Connectivity is not supported over IPv6. Also, management network reconfiguration from IPv4 to IPv6 is not allowed when Support Connectivity is configured on a cluster. NOTE: Access to a DNS server is required for Support Connectivity to work. The connection status of Support Connectivity indicates both the state of the connection between PowerStore and your service provider's backend Support services and the quality of service of the connection. The connection state is determined over five minute periods and the quality of service of the connection is determined over 24 hour periods. The connection status can appear as one of the following based on any of the appliances in the cluster: ● Unavailable - Connectivity data is unavailable. You may have lost contact with an appliance or Support Connectivity has just been enabled and there is insufficient data to determine the state. ● Disabled - Support Connectivity has not been enabled. ● Not connected - Connectivity has been lost. Five consecutive keepalive failures have been detected. ● Reconnecting - PowerStore is attempting to reconnect after loss of connectivity. Five consecutive successful keepalive requests are needed to transition back to a connected status. The connection status can appear as one of the following based on the average of all the appliances in the cluster when PowerStore is connected to your service provider backend Support services: ● Good - 80% or more of the consecutive keepalive requests were successful. ● Fair - Between 50% and 80% of the consecutive keepalive requests were successful. ● Poor - Less than 50% of the consecutive keepalive requests were successful. Support Connectivity remote support Support Connectivity and its remote support feature are disabled by default. As part of enabling Support Connectivity and to use its remote support services, you must accept the End User License Agreement (EULA). Otherwise, Support Connectivity cannot be enabled and its remote support feature cannot be used. Once the Support Connectivity EULA is accepted, Support Connectivity and its remote support feature can be configured. Enabling the remote support feature allows support engineers who are authorized by your service provider to securely access and troubleshoot your system. This feature allows your service provider's support personnel to remotely log in to the system to address issues that may occur. Support personnel can remotely log in to your system through SSH or PowerStore Manager. Your support contract determines what and when support personnel are allowed to do. By enabling this feature, you grant access to your system so that troubleshooting and fixing issues can happen as they occur. For example, if a call home, data unavailable or loss, or any otherwise abnormal event occurs, this feature allows your service provider's support personnel to respond faster to correct issues. Support Connectivity options The Support Connectivity options that are available by which to send appliance information to your service provider for remote troubleshooting are: ● Connect via Secure Connect Gateway - This option is for centralized Support Connectivity where secure connect gateway software runs on a customer-supplied gateway server with two-way file transfer, which includes: ○ Call-homes ○ CloudIQ and Cybersecurity support ○ Software notifications ○ Operating environment and firmware download from your service provider to the cluster It also includes remote accessfor your service provider's support personnel. The gateway server is the single point of entry and exit for all IP-based Support activities for the appliances associated with the gateway. ● Connect Directly - This option is for distributed Support Connectivity where secure connect gateway software runs on individual appliances with the same two-way file transfer as connecting through a gateway server. Another option, Disabled, is available but not recommended. If you select this option, your service provider will not receive notifications about issues with the appliance. You may need to collect appliance information manually to assist support representatives with troubleshooting and resolving problems with the appliance. Support Connectivity 19