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Remote maintenance consists of autonomous maintenance work that does not require an immediate interaction with the client. The remote maintenance process is started when the product detects a malfunction and notifies the service provider. Product documentation usually refers to this as Call Home.
The Call Home is either realized by sending an email to IBM or through an “Electronic Service Agent”. The Service Agent can establish an SSL or IPSec secured connection to dedicated IBM servers and report issues by opening a support ticket in the IBM Support Ticketing System. Following a call home, IBM triggers necessary actions to solve the issue. These actions can include ordering replacement parts and, if needed, dispatching a technician for on-site support.
For remote access an alternative solution to the analog modem line can be set up. With the IBM Tivoli Assist On-Site (AOS) you can establish an IP-based remote access connection to IBM. In addition, if you enable the port-forwarding mode, IBM support can use more sophisticated IP-based maintenance tools to access your device.
Some IBM System Storage products come with a pre-installed AOS client to allow remote access via AOS. For products that do not have an AOS client installed, AOS configured with port-forwarding can still be used as a remote access gateway to enable IBM support access.
You can read more about AOS in the IBM Redbooks publication: In