Serviceability
Serviceability refers to the ability to detect, diagnose and correct issues that occur in an operational system.
The primary requirement is the collection of system data: general hardware telemetry details, log files from all system components, and results from system and configuration health checks. As an engineered system, Roving Edge is designed to process the collected data in a structured manner.
To provide real-time status information, the system collects and stores metric data from all components and services in a unified way using Prometheus. Centrally aggregated data from Prometheus is visualized through metric panels in a Grafana dashboard, which enables an administrator to check overall system status at a glance. Logs are captured across the appliance using Fluentd, and collected in Loki for diagnostic purposes.
When a component status changes from healthy to not healthy, the alerting mechanism can be configured to send notifications to initiate a service workflow. If support from Oracle is required, the first step is for an administrator to open a service request and provide a problem description.
To resolve the reported issue, Oracle may need access to the device. For this purpose, a dedicated service account is configured during system initialization. For security reasons, this non-root account has no password. You must generate and provide a service key to allow the engineer to work on the system on your behalf. Activity related to the service account leaves an audit trail and is clearly separated from other user activity.
Most service scenarios for Oracle Engineered Systems are covered by detailed action plans, which are performed by the assigned field engineer. When the issue is resolved, or if a component has been repaired or replaced, the engineer validates that the system is healthy again before the service request is closed.
This structured approach to problem detection, diagnosis and resolution ensures that high-quality service is delivered, with minimum operational impact, delay and cost, and with maximum efficiency.