## 14.6 Remote support advantages 

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. 

## 14.7 Remote support call home 

## 14.7.1 Call home and heartbeat: Outbound 

This section details the call home characteristics. 

This section describes the call home and heartbeat capabilities. 

## Call home 

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. 

## Heartbeat 

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. 

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. 

## 14.7.2 Data offload: Outbound 

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. 

