Remote support
Remote support is a service that enables IBM Support representative to remotely access your rack and accomplish essential tasks, such as installation, maintenance, and troubleshooting.
When you contact IBM Support teams with an issue or question, the support team can initiates a remote connection for problem determination and resolution provided you enable the remote support feature. For the procedure to configure remote support, see Enabling remote support.
Remote support uses the latest security technology to protect the data exchanged during a remote session. All transferred information, including screen views, file transfer data, and identities, are encrypted. Encryption and decryption are from end-to-end, so data cannot be intercepted during transit and can be viewed only from the console of the remote support team. For more information about security considerations, see Security considerations.
Benefits of the remote support
Use remote support to reduce disruptions, optimize workflows, and save time and resources. It leads to an overall enhancement in efficiency and cost savings.
- Faster problem solving
- You can contact technical experts in your support region to help resolve problems and do not have to wait for data, such as logs, memory dumps, and traces. As a result, problems can be solved faster.
- Connection with a worldwide network of experts
- IBM Technical support team can call on other worldwide subject experts available through chat, phone, email, or remote assistance to assist with problem determination.
- Closer monitoring and enhanced collaboration
- You can monitor the activities and join conference calls with IBM Support teams to discuss the next steps.
- Save time and money
- Many of your problems can be solved without sending an IBM Support representative to your site.