Table 19. Remote support capabilities
Location Event Support
Customer site Call Home events
v Error initiated
v Heartbeat (regular
interval)
v Test
System console support
capability
v Error-initiated problem
reporting for up to 43
subsystems
v Staged, error-specific data
gathering
v Subsystem and system
console heartbeat reporting
v Wellness checking
v Log file storage (daily)
v Code image and
documentation repository
(from media and RETAIN
Fix Distribution Library)
System console and remote
support service tools
v Code image broadcast
v Call home event log
review
v End-of-call completion
report
IBM support System console remote access
v Authenticated, secure
remote access
v Simultaneous call in and
call home
v Data transmission
(TCP/IP) supported
IBM call home database
v 24/7 access by IBM
support staff
v Error analysis and search
capability
Remote support security
The system console provides Ethernet connectivity through a private internal
network. The TS4500 tape library has a security design for remote support of the
network-attached devices.
Only one modem can be attached to the IMC. The system console provides
Point-to-Point Protocol (PPP) connectivity through the modems to the private
Ethernet network.
The system console also provides optional Ethernet outbound connectivity through
the customer's network to the IBM service support system, RETAIN
®
. All inbound
communication over this connection is restricted. The system console uses the
following protocols to port numbers:
v HTTPS: Port 443
v HTTP: Port 80
54 IBM TS4500: Introduction and Planning Guide
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