Remote Support
There are two types of remote support services for notifying the errors that occur in the ETERNUS DX: AIS Connect
and REMCS.
■
AIS Connect Function
● Overview of the AIS Connect Function
Figure 44 Overview of the AIS Connect Function
ETERNUS storage system
Encrypted
Diagnosis
Monit
oring
AIS Connect
server
Remote support center
Demilitarized zone
(DMZ)
Customer network
Internet
Customer
L
AN
[Encrypted]
Access firewall
HT
TPS tunnel
Firewall
Firewall
The diagram above describes the overview of the AIS Connect function. The left-hand side represents the
customer and the right-hand side represents the service provider. The connection set-up initiative is always
from the customer side based on regular AIS Connect agent contacts (Simple Object Access Protocol (SOAP)
messages) with the AIS Connect server that can be reached via the Internet.
AIS Connect agent requests to the AIS Connect server can be handled directly and immediately. AIS Connect
server requests to the AIS Connect agent (remote access) cannot be sent until the next contact has been set
up. If remote access of the AIS Connect is enabled by the customer, the AIS Connect agent then executes the
requests from customer operations such as setting up a tunnel for "remote access" or initiating a file
transfer.
Contact set-up and request processing are performed via an HTTPS tunnel. Under certain circumstances, the
firewall must be configured on the customer side to enable this type of tunnel to be set up. Likewise, proxies
(plus ID and password) can be specified during Internet access configuration.
AIS Connect agent can perform the following actions:
• Notifying events (Information event, Warning event, or Error event) in the ETERNUS DX
to the AIS Connect
server
• Sending ETERNUS DX logs to the AIS Connect server
• Remote access from the AIS Connect server to the ETERNUS DX
• Sending customer information to the AIS Connect server
2. Basic Functions
Operation Management/Device Monitoring
103 Design Guide
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