SupportAssist provides you with the following features and benefits:
SupportAssist Enterprise is an optional component of SAN Headquarters that enables you to collect, and optionally upload, PS Series group configuration diagnostic data to Dell Support for analysis and diagnosis. It is bundled with every SAN Headquarters Server and configured from the SAN Headquarters Client.
SupportAssist Enterprise communicates directly with a PS Series group to collect diagnostic data. When the data collection completes, SupportAssist automatically uploads the data to the Dell Support datacenter.
Data transmission can occur in any of the following ways:
Weekly — According to a user-specified day and time.
Event Driven — Whenever SAN Headquarters receives a critical event notification through the syslog mechanism from a PS Series group. Event-driven data collections occur once every 24 hours. If multiple critical events occur during the 24-hour period, events are reported but no additional data collection occurs.
On-Demand — User-driven on an as-needed basis; run an on-demand data collection from the SAN Headquarters Client.
Diagnostic data uploaded by the SAN HQ Server are organized such that support personnel can easily view the data when working on a support case. Dell Support only contacts you regarding issues discovered when analyzing the data collected by SupportAssist or when you specifically request support.
The accumulated data collected by SupportAssist from many PS Series groups lets Dell Support continually update its diagnostic analysis.
Callout Number |
Description |
1 |
PS Series group at Site A (Blue) and Site B (Green) |
2 |
PS Series SAN arrays |
3 |
SAN Networks (Orange) |
4 |
LAN Networks (Purple) |
5 |
SAN Headquarters Servers |
6 |
SAN Headquarters Clients |
7 |
SSL Internet links |
8 |
Internet |
9 |
Secure SupportAssist Web server |
10 |
Dell data center firewall |
11 |
Dell Support and other departments |
Lists the protocols and ports for standard SAN HQ functionality:
Protocol (Port)¹ |
Description |
---|---|
TCP/IP (8000) |
SAN HQ TCP/IP client to server communication. You can modify this port number and |
HTTP (80) |
SAN HQ Client communication to the Web for retrieving Recent Updates |
UDP (514) |
Optional. SAN HQ Server communication to the PS Series array, to display syslog entries |
SNMP/UDP (161) |
Communication between the SAN HQ Server and PS Series array for standard data collection. |
SSH (22) |
Secure Socket Shell communication between the SAN HQ Server and PS Series array, |
TCP/IP (2606) |
SupportAssist data collection port for communicating with the PS Series array. |
HTTPS (443) |
SAN HQ Server communication to the Dell Support server for uploading SupportAssist |
¹For SAN HQ Servers that use a proxy, the ports must be opened for full functionality. |
The performance impact of collecting diagnostic data will vary from one configuration to the next. For the majority of groups operating under normal conditions, you can expect a 5% to 10% performance impact during the relatively short time window when Support Assist collects data. All user passwords are scrubbed before data is uploaded.
You must manually enable these group management features:
SAN Headquarters does not store your grpadmin-level credentials, it uses them only once to create a dedicated, read-only group account named autopilot-ro. SupportAssist uses this read-only account to connect to the sanmond daemon that gathers diagnostic data from the PS Series group.
Syslog notification — One free IP address slot to configure syslog notification to the SAN Headquarters server. A group can support up to three IP addresses for syslog notification. If all addresses are in use, you must free up an address and specify the SAN Headquarters server instead. This is used to monitor critical events on the PS Series Arrays.
Whenever the scheduled diagnostic data collection fails due to reasons such as the array group is down, network is down, etc … SAN HQ again tries to run de data collection process based on two parameters :
The SupportAssist Activity Log contain a list of recent SupportAssist events, for example:
It is helpful for the user to know the "payload ID" for the technical support engineer. The technical support engineer will then use this number to look up the SupportAssist Enterprise Data Collection.