Dell EMC VxRail Appliance - Dell EMC Secure Remote Services (ESRS); Confirming ESRS Connection; Accessing Support eServices; Opening a Live Chat Session with Support Personnel

11 | Dell EMC VxRail Appliance Operations Guide
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Figure 1. VxRail Manager Support tab
Dell EMC Secure Remote Services (ESRS)
Dell EMC Secure Remote Services (ESRS) are configured when the VxRail Appliance is set up.
ESRS provides remote monitoring, diagnostics and repair by the Dell EMC Support team. A Dell
EMC support account is required before ESRS can be configured.
Confirming ESRS connection
VxRail Manager uses a heartbeat to track the last time the system communicated with the
remote support service. The date and time of the last ESRS communication is displayed in the
Last Heartbeat section on the Support view of VxRail Manager.
Accessing Support eServices
You can access Support eServices directly from VxRail Manager. Services include:
 Chat with Support: Opens a chat session with a Dell EMC support representative.
 Open a Service Request: Opens a web form where you can open a service request.
 VxRail Community: Displays the most recent activity from the VxRail Series community
forums.
Opening a live chat session with support personnel
Initiate a chat session directly from VxRail Manager by clicking the Chat with Support button
on the VxRail Manager Support tab. A live chat session opens with a Dell EMC support
representative who knows both the VxRail hardware and the full VMware software stack.