IBM ServicePac offers proactive system check for storage

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1 Announcement ZS , dated September 25, 2012 IBM ServicePac offers proactive system check for storage Table of contents 1 Overview 12 Prices 2 Planned availability date 12 Announcement countries 2 Description 12 Corrections At a glance Increase the performance, availability, and stability of the storage systems with this proactive system check. This check, performed once a year, helps to pre-emptively identify sources of problems and avoid outages. Overview Storage is a fast-growing and very dynamic market segment because of the increasing amounts of data (+50% YoY) and the complexity of the infrastructures. In IT environments, data should be quickly and continuously available. To avoid system down time and to achieve optimal performances, storage systems and their configurations should be checked proactively and regularly. IBM Global Services has developed a three-stage service for this proactive system check: A health check to validate the functional integrity of the machine A configuration check to validate the setup of the machine in its environment A communication check to validate the connections of the machine with its environment The detailed analysis of these large error logs allows diagnosis of areas of concern well in advance of any application slow down or system breakage. As a result of the basic proactive environment check, IBM provides the status reports for the health check along with a list of recommendations for the following service options: IBM Tape Library Systems IBM SAN Volume Controller IBM Storwize V7000 IBM XIV Storage System IBM DS8000 IBM Entry and Midrange Disk Systems and IBM SAN Switches Refer to the Description section for details of these service options. ServicePac offerings are available through the same IBM Business Partners who sell the related IBM hardware. With this ServicePac offer, you get an off-the-shelf IBM is a registered trademark of International Business Machines Corporation 1

2 solution. The number of unique ServicePac offerings is kept to a minimum with each part number supporting a range of machine types. To select the correct ServicePac for a particular machine type, you can use a selection guide that includes a complete list of machine types with cross-references. Alternatively, ServicePac details can be found at You can order ServicePac offerings by part number through SAP in the same way you order IBM products. The simple registration process ensures that you receive fast and efficient coverage. You must register a ServicePac offering within 15 days of purchase by completing the ServicePac online registration at Planned availability date September 25, 2012 Description IBM Tape Library Systems This service option provides a proactive system check on an IBM Tape Library system. Content of the check is a remote analysis of the support data and an onsite analysis of the mechanical parts of the system. In a dynamic infrastructure, IBM recommends performing a proactive system check at least twice a year in order to pre-emptively identify potential problems and avoid outages. IBM responsibilities IBM will identify an IBM service specialist who is responsible for the delivery of the service and will: Communicate with customer representative Assist the customer, as needed, with sending the support data to the IBM Enhanced Customer Data Repository (ECuRep) at Gather the support data if they are not sent Execute an extended check to validate the internal function Execute an onsite analysis of the Tape Library system by an IBM service specialist, including a. Mechanical defects b. Abrasion of the components c. Alignment of the Library frames and assessors (horizontal, vertical) d. Pollution within the Library e. A status report with a list of actions that IBM recommends based on the results of the checks Note: The onsite analysis will not be performed on the following IBM machine types: 3592, 3953, 3954, 3955, 3956, 3957, and 3994 ( IBM Virtualization Engine and Library Manager). IBM is a registered trademark of International Business Machines Corporation 2

3 The deliverable materials for the proactive system check for IBM Tape Library systems are: A support plan with a list of the IBM recommendations for the IBM Tape Library system Customer responsibilities The customer names a primary contact person for IBM. The customer will follow IBM's instructions in order to send the support data to the IBM Enhanced Customer Data Repository (ECuRep) at The customer can also enable access to the IBM Tape Library system for gathering the support data on site. In this case, IBM will charge one hour travel costs and one hour onsite support for an IBM service specialist in addition to the proactive system check fees. IBM SAN Volume Controller and IBM Storwize V7000 The purpose of this service option is the execution of a proactive system check on an IBM SAN Volume Controller system or IBM Storwize V7000 system with the remote analysis of the support data. If this check cannot be executed remotely, an IBM service specialist will provide onsite support under the conditions described in the terms and conditions. In a dynamic infrastructure, IBM recommends performing a proactive system check at least twice a year in order to pre-emptively identify potential problems and avoid outages. IBM responsibilities IBM will identify an IBM service specialist, who is responsible for the delivery of the service, and will: Communicate with the customer representative Provide guidance to the customer, if needed, on sending support data to the IBM Enhanced Customer Data Repository (ECuRep) at Gather the support data if they are not sent Execute an extended health check to validate the internal functions Write a status report with a list of actions that IBM recommends based on the results of the checks. The deliverable materials for the proactive system check for IBM SAN Volume Controller are: A support plan with a list of the IBM recommendations for the IBM SAN Volume Controller or the IBM Storwize V7000 system IBM is a registered trademark of International Business Machines Corporation 3

4 Customer responsibilities The customer names a primary contact person for IBM. The customer will follow IBM's instructions for sending the support data to the secured IBM Enhanced Customer Data Repository (ECuRep) at The customer can also enable access to the SAN Volume Controller or IBM Storwize V7000 system for the IBM service specialist for gathering the support data on site. In this case, IBM will charge one hour travel costs and one hour onsite support for an IBM service specialist per storage engine in addition to the proactive system check fees. IBM XIV Storage System This service option provides a proactive system check on an IBM XIV storage system with a dial-in access to the customer's systems and the analysis of the error logs. If this check cannot be executed remotely, an IBM service specialist will provide onsite support under the conditions described in this service option attachment. In a dynamic infrastructure, IBM recommends performing a proactive system check at least twice a year to pre-emptively identify potential problems and avoid outages. IBM responsibilities IBM identifies an IBM service specialist who is responsible for the delivery of the service and will: Communicate with the delegates of the customer Dial into the IBM XIV Storage system after the IBM service specialist is authorized by the customer Provide guidance to the customer, as needed, on sending the support data to the secured IBM Enhanced Customer Data Repository ECuRep) at Gather the system logs file (x-ray) if they are not sent Execute an extended health and communication check to validate the internal functions and the quality of the connection between IBM XIV Storage system and the SAN (Storage Area Network) or the mainframe. Write a status report with a list of actions that IBM recommends based on the results of the tests. Execute a "Call Home" test (the "Call Home" function warns IBM via Internet about a possible issue) if the machine is connected to IBM The deliverable materials for the proactive system check for the IBM XIV Storage system are: The result of the "Call Home" test A support plan with a list of the IBM recommendations for the IBM XIV Storage system Customer responsibilities The customer names a primary contact person for IBM If the IBM XIV Storage system is not connected to IBM, the customer enables the access to the IBM XIV Storage system for the IBM service specialist. In such cases, IBM will charge one hour travel costs and one hour onsite support for an IBM service specialist in addition to the proactive system check fees. IBM is a registered trademark of International Business Machines Corporation 4

5 If the machine is connected to IBM via modem only, the customer allows the dialin and follows IBM's instructions for sending the system logs file (x-ray) to the IBM Enhanced Customer Data Repository (ECuRep) at If the machine is connected to IBM via modem and a fast Internet connection, the customer allows the dial-in and the forwarding of the error logs. IBM DS8000 The purpose of this service option is the execution of a proactive system check for the DS8000 system with a dial-in into the system and the analysis of the error logs. If this check can not be executed remotely, an IBM specialist will provide onsite support under the conditions described in the ServicePac terms and conditions. IBM responsibilities IBM identifies an IBM service specialist who is responsible for the delivery of the service and will: Communicate with the delegates of the customer Dial into the DS8000 after initialization and authorization of the customer Give guidance to the customer to send the product engineering packages (CRON job, FTP-server), if needed Gather the product engineering packages if they are not send automatically Execute an extended health and communication check to validate the internal functions and the quality of the connection between the DS8000 and the SAN (Storage Area Network) or the mainframe Write a status report with a list of actions that IBM recommends based on the results of the tests Execute a "Call Home" test (the "Call Home" Function warns IBM via modem or internet about a possible issue) The deliverable materials for the proactive system check for the IBM DS8000 are: The result of the "Call Home" test A support plan with a list of the IBM recommendations for the IBM DS8000 Customer responsibilities The customer names a primary contact person for IBM If the IBM DS8000 system is not connected to IBM, the customer enables the access to the IBM DS8000 system for the IBM service specialist. In such cases, IBM will charge one hour travel costs and one hour onsite support for an IBM service specialist in addition to the proactive system check fees. If the machine is connected to IBM via modem only, the customer allows the dialin and follows IBM's instructions for sending the error logs on a storage medium. If the machine is connected to IBM via modem and a fast internet connection, the customer allows the dial-in and the forwarding of the error logs. IBM Entry and Midrange Disk Systems This service option provides a proactive system check on a DS3000, DS4000, or DS5000 system with the remote analysis of the support data. If this check can not be executed remotely, an IBM specialist will give onsite support under the conditions described in ServicePac terms and conditions. IBM is a registered trademark of International Business Machines Corporation 5

6 IBM responsibilities IBM identifies an IBM service specialist who is responsible for the delivery of the service and will: Communicate with the delegates of the customer Provide guidance to the customer, as needed, on sending the support data to the secured IBM Enhanced Customer Data Repository (ECuRep) at Gather the system data if they are not sent Execute an extended health check to validate the internal functions Execute a communication check to validate the quality of the connections with the environment during a six-hour time window Write a status report with a list of actions that IBM recommends based on the results of the tests. The deliverable materials for the proactive system check for the DS3000/DS4000/ DS5000 are: A status report of the communication check A support plan with a list of the IBM recommendations for the disk system Customer responsibilities The customer names a primary contact person for IBM The customer will follow IBM's instructions in order to send the support data to the secured IBM Enhanced Customer Data Repository (ECuRep) at The customer can also enable access to the DS3000, DS4000, or DS5000 disk system for the IBM service specialist in order to gather the support data on site. In this case IBM will charge one hour travel costs and one hour onsite support in addition to the proactive system check fees. IBM SAN Volume Controller This service option provides a proactive system check on a SAN Volume Controller system with the remote analysis of the support data. If this check can not be executed remotely, an IBM specialist will give onsite support under the conditions described in ServicePac terms and conditions. IBM responsibilities IBM identifies an IBM service specialist who is responsible for the delivery of the service and will: Communicate with the delegates of the customer Provide guidance to the customer, as needed, on sending the support data to the secured IBM Enhanced Customer Data Repository (ECuRep) at Gather the system data if they are not sent Execute an extended health check to validate the internal functions Write a status report with a list of actions that IBM recommends based on the results of the checks IBM is a registered trademark of International Business Machines Corporation 6

7 The deliverable materials for the proactive system check for the SAN Volume Controller are: A support plan with a list of the IBM recommendations for the SAN Volume Controller Customer responsibilities The customer names a primary contact person for IBM The customer will follow IBM's instructions in order to send the support data to the secured IBM Enhanced Customer Data Repository (ECuRep) at The customer can also enable the access to the SAN Volume Controller for the IBM service specialist in order to gather the support data onsite. In this case IBM will charge one hour travel costs and one hour onsite support in addition to the proactive system check fees. IBM SAN switch and director This service option provides a proactive system check on a SAN (Storage Area Network) switch or director with the remote analysis of the support data. If this check can not be executed remotely, an IBM specialist will give onsite support under the conditions described in ServicePac terms and conditions. IBM responsibilities IBM identifies an IBM service specialist who is responsible for the delivery of the service and will: Communicate with the delegates of the customer Provide guidance to the customer, as needed, on sending the support data to the secured IBM Enhanced Customer Data Repository (ECuRep) at Gather the support data if they are not sent Execute an extended check to validate the internal functions Write a status report with a list of actions that IBM recommends based on the results of the checks The deliverable materials for the proactive system check for the SAN switch or director are: A support plan with a list of the IBM recommendations for the SAN switch and director Customer responsibilities The customer names a primary contact person for IBM The customer will follow IBM's instructions in order to send the support data to the secured IBM Enhanced Customer Data Repository (ECuRep) at The customer can also enable access to the SAN switch or director for the IBM service specialist in order to gather the support data onsite. In this case IBM IBM is a registered trademark of International Business Machines Corporation 7

8 will charge one hour travel costs and one hour onsite support in addition to the proactive system check fees. The following ServicePac part numbers and their associated machine types are included in this announcement. Eligible ServicePac ServicePac Machine part number ID description type Model 46Y2112 SC001 1yr PSC - 1 check E X B E T X E X X E T E S X E S T X 1746 A2D 1746 C2A 1746 C4A 1746 C47 46Y2113 SC002 1yr PSC - 1 check J K L U X LJ LU LX SC RU RX U X A A H S T A H S T VH H H A H 46Y2114 SC003 1yr PSC - 1 check A H A H A H A A 46Y2115 SC004 1yr PSC - 1 check IBM is a registered trademark of International Business Machines Corporation 8

9 46Y2116 SC005 1yr PSC - 1 check B B B B2 46Y2117 SC006 1yr PSC - 1 check 2810 A A Y2118 SC007 1yr PSC - 1 check B B 2005 B B B5K KB 2005 H H R R G R S F F S S L E E E E R R E E 2498 B R06 IBM is a registered trademark of International Business Machines Corporation 9

10 46Y2119 SC008 1yr PSC - 1 check 2005 B M M S D1A 2054 D1H 2054 E D D1A 2062 D1H 2062 T E 2498 B B80 46Y2120 SC009 1yr PSC - 1 check 2109 M E E D D E T Y2121 SC010 1yr PSC - 1 check F A F F G CF CG8 46Y2122 SC011 1yr PSC - 1 check 3570 C C C C C C C S3H 3572 S4H UL UL 3573 E E F3H 3573 F4H 3573 F3S 3573 F4S 3573 L2U 3573 L L L3H 3573 L3S 3573 L4S 3573 L4U 3573 S S S S S S4H 3573 S4S 3576 E9U 3576 L5B 3577 L5U 3581 F F F3H 3581 L28 IBM is a registered trademark of International Business Machines Corporation 10

11 3581 L L3H 3582 L C C C C C C C C C C C C C C C C C C C C C C Y2123 SC012 1yr PSC - 1 check 3583 L L L C L CV CV CV SV SV CC CC CC CS CS CX CX XS V VEA 46Y2124 SC013 1yr PSC - 1 check 3494 AX B B B B CX CX D D HA L L L L S D D D D D HA L L L L L53 IBM is a registered trademark of International Business Machines Corporation 11

12 3584 S S54 Note: All models are covered in the machine type list above unless stated otherwise. To be eligible for service, you must follow the registration instructions on the registration received upon purchase and must successfully register the ServicePac offering. Prices For pricing information, contact your IBM representative or your IBM Business Partner. Announcement countries Announcement is restricted to the following countries: Austria Denmark Finland Germany Norway Sweden United Kingdom Trademarks IBM, Storwize, XIV, DS8000, ServicePac and DS4000 are registered trademarks of IBM Corporation in the United States, other countries, or both. Other company, product, and service names may be trademarks or service marks of others. Terms of use IBM products and services which are announced and available in your country can be ordered under the applicable standard agreements, terms, conditions, and prices in effect at the time. IBM reserves the right to modify or withdraw this announcement at any time without notice. This announcement is provided for your information only. Reference to other products in this announcement does not necessarily imply those products are announced, or intend to be announced, in your country. Additional terms of use are located at: For the most current information regarding IBM products, consult your IBM representative or reseller, or visit the IBM worldwide contacts page Corrections Corrected on October 14, 2012 Changed the ServicePac description for all affected part numbers. IBM is a registered trademark of International Business Machines Corporation 12