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3PAR Global Support Delivery
3PAR Direct Delivery Model
3PAR® offers a global support infrastructure that leverages advanced system and support architectures for fast, predictive response and remediation. This includes a self-healing array with advanced error isolation and secure networking to centralized experts for diagnosis, escalation, repair, and performance of onsite maintenance.
Typical vendor service and support models use a traditional approach, whereby vendors place a large number of people in the field and on site—all of whom must be continually trained and retrained to deliver acceptable levels of system availability.
3PAR leverages an advanced service delivery model that employs the expertise of highly trained support engineers whose capabilities are extended remotely by an advanced, next-generation toolset. Onsite technicians are complemented by these highly experienced experts through the 3PAR Central infrastructure.
3PAR Secure Service Architecture
The 3PAR® Service Architecture allows diagnostic information to be periodically collected on each InServ® Storage Server and transferred to 3PAR Central for remote analysis and proactive fault detection. The result is rapid, coherent analysis and problem resolution without on-site data collection or analysis, which can prolong response times. The 3PAR Service Architecture also enables remote service connections for problem resolution, software upgrades, and guided maintenance updates.
3PAR remote services and data transfers are enabled by the following components:
- 3PAR Service Processor: A 3PAR-provided server housed within the 3PAR InServ cabinet which functions as the communication interface within the customer's IP network or modem for all service-related communications to and from the InServs at the customer site into 3PAR Central.
- 3PAR Service Tools Platform: An innovative approach that minimizes human intervention in analyzing and resolving system issues, the 3PAR Service Tools infrastructure autonomically monitors and analyzes 3PAR products using the 3PAR Service Processor. This allows system information and events to be sent back to 3PAR Central such that events can be proactively analyzed.
- 3PAR Secure Service Collector: A central collection point at 3PAR Central for all diagnostic data transfers and the gateway for all remote connections to InServs at the customer site.
- 3PAR Secure Service Custodian: An optional 3PAR-supplied appliance with preinstalled application management software that serves as the centralized, secure collection point for all communications between 3PAR Central and the customer site, including diagnostic data transfer and remote service connections.
- 3PAR Secure Service Policy Manager: Optional software installed on a separate, customer-provided server that enables customers to define and implement remote service access policies. Access to the policy manager software is managed solely by the customer to ensure integrity of customer-configured remote access policies.
