Remote Code Load for Storage Scale System

IBM Storage Scale System 6000

RCL is supported on Expert Care - Premium for the following products: IBM Storage Scale System 6000 (MTM 5149-F48); IBM Storage Scale System Utility Node (MTM 5149-23E); IBM Storage Scale System management server (EMSVM-23E).

For Expert Care - Advanced, an additional offering is needed for RCL services.

RCL Process

I. Initial request

1) Client (or Technical Account Manager) submits a booking request.

2) IBM Ticket (CSP case) is automatically created and routed to the RCL support mission right after a booking is submitted. CSP case number is automatically entered into the booking entry.

3) Client receives an automated email confirming that the RCL team has received the booking request. This email is not a confirmation of the service.

4) Booking request is manually reviewed. Once the booking is approved, an RCL agent sends out a confirmation email within 24 hours. The confirmation email contains details of the booking as well as the standard requirements and recommendations for an RCL. 

Note! If the requested time slot is not available, client will be offered alternative time slots.

II. RCL Process

1) Health check and Pre-load
If a specific time slot was not chosen for the pre-load, the pre-load takes place 2 - 3 days before the scheduled code upgrade. An RCL engineer checks the machine for any errors that need to be fixed before the code upgrade and downloads the files necessary for the code upgrade. Pre-load is non-disruptive and can be done during production time.

2) Code Activation
At the scheduled date and time for the code upgrade, RCL engineer contacts the client and perform the code upgrade procedure along with health checks before and after it completes. 

III. Customer communication

1) RCL team sends email reminder 30 - 60 minutes before any activity.

2) RCL team sends email updates on every 1 hour during each activity with current progress and next actions, as well as estimated time for each step.

3) RCL team sends a final email after each activity is completed.

IV. Collaboration

1) During all phases of the RCL Process, RCL team has a 24 x 7 direct link to the Support and Subject Matter Experts of the product. If any issues, the needed team is engaged and collaborates together with the RCL team for a quick resolution of the issue.

2) If an onsite repair is needed before, during, or after RCL, the RCL engineer will open a hardware ticket. The ticket is routed to the Support team, who dispatches it to the field. SSR has a 24 x 7 quick connection to the Support team by using hot line or PMR updates.

Important! All issues during RCL are considered Severity 1 and are looked at with highest priority.

V. RCL Contacts

The best option to contact the RCL team is by replying to the confirmation email without changing the subject line. This ensures the email gets attached to your booking and IBM ticket and the first available RCL engineer will contact you. 

For emergency situations: Direct line: 1-800-IBM-SERV (+1-800-426-7378), follow prompts to enter Direct Access Code (DAC#) 91650

For general questions and concerns: email: ibmrcl@us.ibm.com

To request a callback: 1-800-IBM-SERV, provide the CSP Case # and request a callback. (see the IBM-SERV phone number for your country here - https://www.ibm.com/planetwide/)