Storage services

DS4000 Alert Manager

The DS4000 Alert Manager Service offering is an integrated solution designed to provide remote monitoring for all DS4000 models and is available to all current and new DS4000 Storage Server customers worldwide. The Service, includes an appliance that allows for a remote service capability so that key DS4000 alert information and logs can be remotely accessed by IBM Service and Support. The Appliance is a rack mountable 4U server and a single appliance can support up to four (4) DS4000 boxes installed in a single data center.

The Appliance automatically notifies IBM Service and Support when the DS4000 issues an alert. IBM Service and Support electronically contacts the Appliance via a modem connection and requests the Appliance to obtain information about the alert, including DS4000 event log files. Event log files and additional information is transmitted by the Appliance to IBM Service which are used for problem determination and problem source identification. The Appliance provides a "heartbeat" function that allows IBM Service to periodically contact the Appliance to ensure it is functional.

DS4000 Alert Manager also requires a services contract (SOW). To initiate this contract, an informal RPQ must be submitted using the appropriate RPQ process for the geography. An IBM rep must request an RPQ on behalf of a Business Partner. There is no standard RPQ number and no RPQ that gets ordered. No on-site CE is needed. The Appliance is shipped directly to the customer and is customer installable. The informal RPQ process is used to initiate the services contract and close the backend process with the support center.

There is an initial charge followed by an annual renewable fee for DS4000 Alert Manager. The U.S. price converted to local currency is the best approximation of the external customer price for all other countries.

The differences between Service Alert and Alert Manager are:
Service Alert is a function of the DS4000 Storage Manager Client and no additional hardware or software is needed whereas Alert Manager requires an Appliance. Service Alert is a one-way email alert to the IBM Support Center and the customer is contacted to get more details of the problem whereas with Alert Manager, once the IBM Support Center receives the alert, they can call into the Appliance and get additional information such as event log files. Service Alert is a one-time charge offering whereas Alert Manager has an initial charge followed by an annual renewable fee.