Support and serviceability

This section answers questions related to serviceability.

How can I display events from the command line?
The following OC command lists a summary of each IBM Storage Fusion HCI System event currently in the event queue:
```
oc get events --field-selector reason=ISFEventManager 
```
The following OC command lists the contents of each IBM Storage Fusion HCI System event currently in the event queue:
```
 oc get events --field-selector reason=ISFEventManager -o yaml
```
How long do events stay in the event queue?
- INFO events stay in the queue 3 hours just like regular OCP events
- WARNING events stay in the event queue 7 days
- CRITICAL events stay in the event queue 14 days
How can I delete events?

The events are deleted as per default rules specified in question 2 of this section.
Which events will open Call Home tickets?
The list of events that open Call Home tickets is in the configmap allow-tickets. This configmap also contains the list of logs that will be collected automatically when the ticket is opened.
```
 lenovoxcc: 
              allowed: true 
              defaultlogs: 
                  loglel01: isf-collection-sets:compute
```
This section indicates that when a ticket is opened for the lenovoxcc component, it will automatically generate the compute collection set in the isf-collection-sets configmap.
For more information about Call Home tickets, see Providing service for server hardware chapter of the Service guide.
How can I mark a Call Home ticket as closed?

There is no automatic update of the ISF events from the Call Home server. After a ticket gets closed, you must go to the ISF Events UI, select the event that opened the ticket, and then in the events context menu, choose "Mark as fixed".
Is the IBM Call Home feature mandatory?

Call Home is an optional feature. Some customers have security concerns that prevent them from giving IBM Storage Fusion HCI System access to the internet.
What collection sets are defined?
There are 2 main config maps that define what logs will be collected. isf-logs is a list of individual requests
```
logcollector-dep:
      type: k8s-resource
      group: apps
      version: v1
      kind: deployments
      namespace: ibm-spectrum-fusion-ns
      name: logcollector
      description: Log Collector log
```
This entry in isf-logs indicates that when the logcollector-dep request is made, Log Collector will gather all information about the logcollector deployment in the ibm-spectrum-fusion-ns namespace (including its pods and pod logs). The second config map is isf-collection-sets, which can group requests from isf-logs, other entries in isf-collection-sets, and individual requests.
```
compute:
      type: collection-set
      collections:
        must-gather:
          type: list-entry
          source-list: isf-collection-sets
          list-entry: must-gather
        ibm-spectrum-fusion-namespace:
          type: list-entry
          source-list: isf-logs
          list-entry: ibm-spectrum-fusion-namespace
```
This entry in isf-collection-sets indicates that when the compute collection set is requested, Log Collector will gather the must-gather collection set (defined in isf-collection-sets) and ibm-spectrum-fusion-namespace (defined in isf-logs).
What files are included in each collection set shown on the Log Collector UI?

The specific contents will change as more functions are added to the product, but for now a good summary is in the "Collection Contents" section of this blog post: https://community.ibm.com/community/user/storage/blogs/byron-williams/2021/10/28/viewing-and-examining-logs-in-ibm-spectrum-fusion?CommunityKey=e596ba82-cd57-4fae-8042-163e59279ff3
How long should it take for logs to be collected from the UI?

All collection sets should be finished within 10 minutes, except for the "System health check", which can take up to 6 hours to run.
How long will log collections remain on the server?

Logs will be automatically deleted after 24 hours. Logs can be intentionally deleted from the UI page.
What filter options are available for the IBM Storage Fusion HCI System Events page?

See the "Event UI" section of this blog post: https://community.ibm.com/community/user/storage/blogs/byron-williams/2021/10/26/viewing-and-interpreting-events-in-ibm-spectrum-fu?CommunityKey=e596ba82-cd57-4fae-8042-163e59279ff3&tab=recentcommunityblogsdashboard
What services are sold with IBM Storage Fusion HCI System?

Today, support will be provided via IBM Expert Care contracts. Add on services will be developed later.
What is IBM Storage Expert Care?

Storage Expert Care is a simplified method of selecting services and support for storage systems at the time of purchase. Storage Expert Care is designed to simplify and standardize the support approach on IBM Storage Fusion HCI System, FlashSystem 5200, 7200 & 9200 with pricing calculated as a percentage of the net system (HW & SW). Clients may choose the support level and duration, to align with their business needs.
Must clients purchase Storage Expert Care?

A client has the option of 1) buying the hardware with the Warranty alone, or 2) choosing from Storage Expert Care Basic or Premium on IBM Storage Fusion HCI System. The standard Warranty is: 1 Year of Warranty services, 9x5xNBD, Parts-only, IOL Limited and 90-day SWMA. IBM does not offer separate HW or SW maintenance for these products except for Storage Expert Care.
Which Storage Expert Care tiers are available?

Basic and Premium for IBM Storage Fusion HCI System was announced on 8/10/21.Support terms are available for1, 2, 3, 4, and 5 years.
What are the components of the Premium tier?

Premium tier includes IBM Software Maintenance (SWMA), Technical Account Manager (TAM), 30 Min. Enhanced Response (Sev1 and Sev2), and Predictive Support.
Is remote support available for upgrade?

IBM offers twice a year updates and they can be applied remotely. However, the client must enable remote access to IBM Storage Fusion HCI System. Support is not yet available for IBMers to remotely access client systems on-demand and without client interaction.
Where to find more information about Remote support?

For more information about remote support, see Chapter 16 of our internal service guide- http://worklodepid1.fyre.ibm.com:8081/spectrum_fusion/9155_spectrum_fusion_24_service_book.pdf.
Will clients be able to purchase Storage Expert Care only if they selected Warranty at initial purchase?

Storage Expert Care will be available for separate purchase in TSS Systems (CONGA) in 1Q22. IBM highly recommends selling Storage Expert Care together with the system at time of purchase to ensure the client’s systems are protected beyond the standard Warranty. Standard warranty provides 90-day SWMA and 9x5xNBD, Parts-only, IOL Limited.
What services are sold with IBM Storage Fusion HCI System?

Today, support will be provided via IBM Expert Care contracts. Add on services will be developed later.
When will Renewals become available in TSS Systems (ISAT/CONGA)?

Renewals will be available in TSS Systems (CONGA) in 1Q22. Prices will be based on the original services price and discount.
Will TSS be able to quote additional years than what is available in the configurator (years 1-5)?

Yes, clients can request special bid pricing for years 6 and 7 of Storage Expert Care.
Which date will IBM consider as a start date for Expert Care after the order?

Storage Expert Care starts at the same time as Warranty start. IBM has published rules for Warranty start for Customer Setup machines (CSU) and IBM Installed (IBI) machines.
What is Predictive Support?

IBM provides predictive alerts for performance, space capacity, and other system problems. If there is a significant need for immediate action to be taken to avoid or prevent an incident, an action plan will be discussed with Client.
How will customers get support for IBM Storage Fusion HCI System? Will they need to manage multiple support contacts or will there be a single point of contact to receive support?

There will be a single point of contact for support. The customer will open support tickets against IBM Storage Fusion HCI System to receive support for both hardware and software. In some instances, the customer may be required to open support tickets with Red Hat to obtain support for OpenShift® Container Platform. IBM and Red Hat will collaborate to make the support experience as unified as possible.
Is Lab service team involved to help the client? If so, is it charged service or included in Expert Care premium?

After IBM Storage Fusion HCI System is installed and ready for customer usage, customers can then begin creation and deployment of containers. Customers will also be able to monitor the system containers/workloads, system resource utilization and alerts. IBM Storage Fusion HCI System will support Premium Expert Care and will include the installation services.
Is Lab Services required to implement IBM Storage Fusion HCI System in the Customer location?

IBM Storage Fusion HCI System does not require lab services. IBM Storage Fusion HCI System is physically installed into the customer datacenter by an IBM SSR. The SSR will inspect the hardware and connect power and network cables. The SSR will additionally perform necessary configuration steps to integrate the appliance in the customer's network.