Dell Unity™ Family Configuring SupportAssist

Connect Directly

The Connect Directly option for SupportAssist runs directly on the storage system. When you select this option, you set up the storage system to use a secure connection between itself and the Support Center. Ensure that ports 443 and 8443 are open from the storage system to the Support Center. If remote access using SSH is required, ensure that ports 22 and 8443 are open on the storage system.

Connect through a Gateway Server

The Connect through a gateway server option for SupportAssist requires that a separate customer-supplied server running Secure Connect Gateway (version 5.12.00.10 or later) be set up. When you select this option, your storage system can be managed together with other storage systems by a Secure Connect Gateway. The storage systems reside behind a single common (centralized) secure connection between Support Center servers and an off-array Secure Connect Gateway. The Secure Connect Gateway is the single point of entry and exit for all IP-based SupportAssist activities for the storage systems that are associated with the gateway.

The Secure Connect Gateway is a remote support solution application that is installed on one or more customer-supplied dedicated servers. The Secure Connect Gateway functions as a communication broker between the associated storage systems and the Support Center. You can configure a Primary and a Secondary Gateway for SupportAssist for high availability in case one of the gateways is inaccessible. It is recommended that both gateways reside on the same cluster to minimize disruption if one gateway fails over to the other.

In Unity OE versions 5.3.x and 5.4.x, HTTP proxy servers are supported for both Connect Directly and Connect through a gateway connection type options. SOCKS proxy servers are not supported. In Unity OE version 5.5 or later, HTTP proxy servers are only supported for the Connect Directly connection type option.

A Policy Manager is not supported in Unity. To use a Policy Manager to manage the network traffic between your storage system and Support Center, you must select the Connect through a gateway server connection option for SupportAssist. Also, you must specify the Policy Manager and, if required, an associated proxy server within the Secure Connect Gateway.

To configure your storage system to use Connect through a Gateway Server, you must provide the IPv4 address (IPv6 is not supported) or FQDN of the Secure Connect Gateway and ensure that port 9443 is open from the storage system to the gateway. If remote access using SSH is required, ensure that ports 22 and 8443 on the storage system are also open.

Remote Secure Credentials

In Unity OE version 5.3.x or 5.4.x, the RSC (Remote Secure Credentials) option is disabled by default and SupportAssist must be enabled to select it. When selected, the RSC option allows authorized Dell support engineers to authenticate with your system by using a unique one-time Dell-generated credential. Your system administrator does not need to provide Dell support engineers with an access credential. Once the authentication process passes, the user is given both administrator and service roles when running UEMCLI commands, and the service role when running on-array CLI commands.

In Unity OE version 5.5 or later, the RSC option does not appear in Unisphere. When the Inbound connectivity for remote access option is selected and SupportAssist is enabled, the RSC option is enabled by default and authorized Dell service personnel are allowed to remotely log in to your system to securely troubleshoot your system. Once the authentication process passes, the user is given both administrator and service roles when running UEMCLI commands, and the service role when running on-array CLI commands. However, if the Inbound connectivity for remote access option is not selected, the RSC option is not enabled.