Managing hardware Managing units of the SE server
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10.1.4.11 Managing service access
Remote Service
Customer Support activities on the SE server are monitored with the help of the shadow
terminal. Configuration can be implemented in such a manner that you as administrator, for
instance, observe all the Customer Support activities (mandatory use of a so-called shadow
terminal).
Remote service ensures that a service call is sent to the Support Center when a problem
occurs (outgoing connection).
Customer Support can establish the connection to the SE server itself (incoming
connection) if it wants to correct the problem or take preventive measures (changes,
updates, diagnostics, etc.).
If it is absolutely essential, as an administrator (and to a lesser extent as an operator) you
can change the remote service configuration or intervene in a service operation which is
currently running.
I Important!
Please discuss every change to the remote service configuration with the Support
Center, otherwise you will put the serviceability of your SE server at risk.
Aspects of remote service which are relevant to security are described in the
Security Manual.
External assets
AIS Connect enables Customer Support connections to be configured via the Management
Unit to selected storage systems which in this context are referred to as external assets.
These connections are configured by Customer Support in agreement with the customer.
As administrator you can at all times modify the Customer Support access to specific
external assets (allow or not allow).
i External assets are only possible when the MU is connected directly, but not via a
gateway.
Service accounts
To perform its work, Customer Support logs in (remotely via Teleservice or locally) under
the service account provided for this purpose. On the units the protected account service is
available to Customer Support in the operating system.
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