Reference Guide

Secure serviceability settings
This chapter contains the following information:
Topics:
• Operational description of SupportAssist
• SupportAssist options
• SupportAssist Gateway Connect options
• SupportAssist Direct Connect options
• Requirements for SupportAssist Gateway Connect
• Requirements for SupportAssist Direct Connect
• Configuring SupportAssist
• Configure SupportAssist
Operational description of SupportAssist
™
The SupportAssist feature provides an IP-based connection that enables Dell EMC Support to receive error files and alerts from
your appliance, and to perform remote troubleshooting resulting in a fast and efficient time to resolution.
NOTE:
It is strongly recommended that you enable the SupportAssist feature to accelerate problem diagnosis, perform
troubleshooting, and help speed time to resolution. If you do not enable the SupportAssist feature, you may need to collect
appliance information manually to assist Dell EMC Support with troubleshooting and resolving problems with your appliance.
Also, the SupportAssist feature must be enabled on the appliance for data to be sent to CloudIQ. For information about
CloudIQ, go to www.dell.com/support. After logging in, locate the CloudIQ Product Support page.
SupportAssist and security
The SupportAssist feature employs multiple security layers throughout each step in the remote connectivity process to ensure
that you and Dell EMC can use the solution with confidence:
● All notifications to Dell EMC originate from your site – never from an outside source – and are kept secure through the use
of Advanced Encryption Standard (AES)-256 bit encryption.
● IP-based architecture integrates with your existing infrastructure and maintains the security of your environment.
● Communications between your site and Dell EMC are bilaterally authenticated using RSA
®
digital certificates.
● Only authorized Dell EMC Customer Service professionals verified through two-factor authentication can download the
digital certificates needed to view a notification from your site.
● The optional SupportAssist v3 Policy Manager application enables you to grant or restrict Dell EMC Support access based on
your own unique guidelines and requirements, and includes a detailed audit log.
SupportAssist management
You can manage the SupportAssist feature using the PowerStore Manager or the REST API. You can enable or disable the
service and provide the relevant information necessary for the SupportAssist option you select.
NOTE:
The Gateway Connect with remote assist and Gateway Connect without remote assist options for
centralized SupportAssist do not support High Availability (HA). These options do not provide a failover capability to an
active HA SupportAssist Cluster. When a PowerStore appliance is deployed to a single HA gateway cluster server, which is
the only configuration option, there is no failover capability to the surviving gateway server in the cluster. If the HA gateway
server to which the appliance is connected goes down, the appliance will stop transferring any outbound files, such as a call
home and CloudIQ files, to Dell EMC Support. SupportAssist inbound connectivity for remote access to the appliance will
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