IBM Technical Support Services Call Home – Electronic Service Agent
Technical Support
Services
Proactive support from a trusted provider you
can rely on
TSS Call Home:
Electronic Service Agent – “Quick Pitch”
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Visit our Website at: www.ibm.com/support/esa
© 2012 IBM Corporation
IBM Technical Support Services Call Home – Electronic Service Agent
Hang up your phone and let your systems do the talking
Benefits:
System contacts IBM Support for you
Immediately uploads error logs
Faster diagnosis and time to repair
Improved availability for your systems
Customized maintenance information
End to end, automated, closed loop support process
Features:
Automatic reporting for your IBM Systems
Secure, encrypted transmission to IBM Support
Inventory at your fingertips
Enables IBM Electronic Services
Built into the HMC, AIX, IBM i, VIOS and PureFlex FSM for easy activation
Integrated into the IBM Director Service and Support Manager
Stand-alone version supporting System x Servers
Stand-alone version supporting clients running Linux on POWER
For POWER customers running IBM i or AIX, enables Performance Management
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Visit our Website at: www.ibm.com/support/esa
© 2012 IBM Corporation
IBM Technical Support Services Call Home – Electronic Service Agent
What’s in it for me?
High availability
Secure, 24x7 proactive monitoring: downtime avoidance
Less personnel time gathering information and reporting problems
Accurate fixes
Faster on-site response with parts, location, and problem
information
Automatic sending of system logs for problem determination and
resolution
Enables proactive tools
My Notifications: customized, proactive recommendations
Performance Management: manage system capacity
My Systems: compare firmware levels across your datacenter
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Visit our Website at: www.ibm.com/support/esa
© 2012 IBM Corporation
IBM Technical Support Services Call Home – Electronic Service Agent
Ross Mauri
General Manager
IBM Power
Systems
“We recently completed an
analysis of ESA on
POWER6 processor-based
Power 595 systems.
One finding was dramatic:
clients who didn’t
activate ESA account for 70
percent of unexpected
machine outages.”
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Visit our Website at: www.ibm.com/support/esa
© 2012 IBM Corporation
IBM Technical Support Services Call Home – Electronic Service Agent
Proven Security
No customer business data is transmitted
to IBM
Connectivity Methods
Internet
Proxy & authenticating firewall support
VPN /Dial-up (IBM i only)
Security Protocols
https (SSL and TLS) 128 bit encryption
uses keys, certificates and tokens
Secure storage of System Information
Secure database
Behind 2 firewalls, accessible by you
Password Protection
Accessible only by authorized IBM Support
Representatives
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“ESA and Call Home follow the
industry norms for protecting data
during network transport by using
the Transport Layer Security (TLS)
protocol. It also protects Call Home
/ IBM Support accounts by
generating unique passwords for
these accounts.
Call Home uses protected channels
(e.g. TLS, VPN) to transfer data
from the HMC to IBM Support. The
channels provide confidentiality and
integrity protection of the data sent
between the two entities.”
Atsec Information Security Corp.
Oct 2008 assessment
Visit our Website at: www.ibm.com/support/esa
© 2012 IBM Corporation