A P P E N D I X B - Using Sun Connection for Auto Service Requests

A P P E N D I X B

Using Sun Connection for Auto Service Requests

Auto Service Request (ASR) is a new feature of the array management software that monitors the array system health and performance and automatically notifies the Sun Technical Support Center when critical events occur. Critical alarms generate an automatic Service Request case. The notifications enable Sun Service to respond faster and more accurately to critical on-site issues.

You manage the Auto Service Request (ASR) capability by using a Sun StorageTek Common Array Manager software feature, Sun Connection, to complete information to register devices to participate in the ASR service.

ASR uses SSL security and leverages Sun online account credentials to authenticate transactions. The service levels are based on contract level and response times of the connected devices.

ASR is available to all customers with current StorageTek Warranty or StorageTek Spectrum Contracts. The service runs continuously from activation until the end of warranty or contract period.

Full product details and Security documentation are available online at http://www.sun.com/service/remoteconnectstorage.

This appendix contains the following section:

Supported Arrays

Event Information Collected

Managing the ASR Service

Requirements:

To Enable or Disable the Service:

Supported Arrays

ASR works on all arrays supported by Sun StorageTek Common Array Manager software, version 5.1 or above, including Sun StorageTek 6130, 6140, 6540, 2530, and 2540 Arrays.

Event Information Collected

Only the event information listed in the following table is collected.
Your stored data is not read and remains secure.

The event information is sent by secure connection to
https://cns-services.sun.com.

TABLE B-1 Event Information Collected by ARS
Information	Purpose
Activation Event	Static information collected for purpose of client registration and entitlement.
Heart Beat Event	Dynamic pulse information periodically collected to establish whether a device is capable of connecting.
Alarm Event	Critical events trigger Service Requests and generate a case. Additional events are collected to provide context for existing or imminent cases.

Managing the ASR Service

Use the Sun Connection feature of the Sun StorageTek Common Array Manager software to manage the Auto Service Request feature.

After you activate the service, an email announcing the ASR activation will be sent to the contact listed in the Site Information of the management software. If you do not receive the email, the service did not activate. Refer to Resubmitting the Activation Request

Requirements:

Sun StorageTek Common Array Manager software, version 5.1 and higher

A Sun Online Account login (used for downloads and service).

To obtain an account, go to: https://reg.sun.com/register

The management software host must be able to establish an outbound-only connection over port 443 using HTTPS (HTTP with TLS) to communicate with https://cns-services.sun.com.

The connection can be direct or via a proxy.

The management software host should be able to perform Domain Name Service lookups (to resolve the base URL: cns-service.sun.com).

To Enable or Disable the Service:

1. Log into the Sun StorageTek Common Array Manager software as documented in the Sun StorageTek Common Array Manager Software Installation Guide.

2. In the navigation pane, select General Configuration and Sun Connection.

3. In the Sun Online Account Information section, verify or re-enter the Sun Online Account name and password.

4. Verify the Internet Connection information.

If your connection uses a proxy server, fill out the Proxy Host Name and Proxy Port. If you need to enable Proxy Authentication, supply a user name and password.

5. Complete one of the following to enable or disable ARS.

a. To enable ARS, verify that Fault Reporting is selected.

b. To disable ARS, deselect Fault Reporting.

Note - Reliability Reporting is not currently in use. Do not select it.

6. Read the Purpose Statement.

7. Click OK to submit the request.

An email announcing the ASR activation or deactivation will be sent to the contact listed with the Site Information in the Sun StorageTek Common Array Manager software.

Note - If you do not receive the email confirmation within 30 minutes of registering a new or existing array, you will need to resubmit the activation request as noted in the following procedure.

Resubmitting the Activation Request

1. Login to the Sun StorageTek Common Array Manager software.

2. In the navigation pane, expand General Configuration and choose Sun Connection.

3. Press the Clear Configuration button.

4. In the Sun Online Account Information section, re-enter all Sun Online Account information, the Account password, the internet connection settings (including proxy information, if appropriate), and check the fault reporting check-box.

5. Click OK to submit the request.

If you still do not receive an email confirmation within 30 minutes, contact your local Sun Service Support.