When you contact IBM® to help you resolve a problem with your SAN Volume Controller environment, the IBM service representative might suggest using the IBM Assist On-site tool to remotely access the IBM System Storage® Productivity Center (SSPC) or master console. This type of remote service can help you reduce service costs and shorten repair times.
The IBM Assist On-site tool is a remote desktop-sharing solution that is offered through the IBM Web site. With it, the IBM service representative can remotely view your system to troubleshoot a problem. You can maintain a chat session with the IBM service representative so that you can monitor the activity and either understand how to fix the problem yourself or allow the representative to fix it for you.
To use the IBM Assist On-site tool, the SSPC or master console must be able to access the Internet. The following Web site provides further information about this tool:
www.ibm.com/support/assistonsite/
When you access the Web site, you sign in and enter a code that the IBM service representative provides to you. This code is unique to each IBM Assist On-site session. A plug-in is downloaded onto your SSPC or master console to connect you and your IBM service representative to the remote service session. The IBM Assist On-site contains several layers of security to protect your applications and your computers. You can also use security features to restrict access by the IBM service representative.
Your IBM service representative can provide you with more detailed instructions for using the tool.