The remote support function allows IBM Support to connect to your storage unit to assist you with problem determination, perform repairs, and correct error events.
Remote support provides a means for skilled IBM personnel who are located at a remote site to perform service on the storage unit, provided appropriate access has been enabled. It provides a communication method that enables faster problem determination and resolution.
You can enable remote support access through the DS6000™ Storage Manager. Remote support uses secure shell (SSH) or the DS6000 Storage Manager to enable skilled remotely located IBM personnel to interact with your storage unit. Optionally, remote support can be done with virtual node configuration (VNC) if you download the VNC server. There are two ways to establish physical remote support to access the storage unit. The preferred way is through a connection to the local area network that is connected to the DS6000 processor card. However, IBM customer engineers can also access the storage unit through the serial port located on the rear operator panel.
Remote support is connected through a virtual private network (VPN) that you must initiate and maintain. You must initiate a VPN connection to IBM before IBM support personnel can use the remote support function. You can initiate a VPN connection through the DS6000 Storage Manager, over your local area network, or over a dial-up connection through a modem that is connected to the management console. The VPN manages any required data encryption for the data being transferred through the VPN connection.
You must grant permission for the support personnel to access your storage unit using SSH. You can use the DS6000 Storage Manager or command-line interface to enable or disable remote support over SSH. Also, you can enable or disable remote support using the secure shell or serial port. Use the guest user ID to enable or disable remote support using the secure shell or serial port.