question about ESRS

Question

So,

We are working on DR documentation. If EMC loses contact with ESRS for an extended period of time, is a SEV1 ticket cut. We would want that in the case of a total data center disaster.

Thank you!

Admingirl

winceAblair · Answer

Yes, loss of communication with EMC corp and the ESRS server creates a SEV1 ticket.

ryanbrancel1 · Answer

EMC has implemented a process improvement to have email alerts auto-generated to primary and secondary customer contact and local CEs when an ESRS server goes missing.  There is no longer a service request created.

pedro.caribe · Answer

admingirl  the connectivity between the Gateway and EMC is tested every 30 seconds via ping. If the device is shown as offline the email is then generated.

admingirl · Answer

Great thank you Caribe, so if our email service is down due to a data center issue, will I get a call?

admingirl · Answer

Thank you both for your response.

So Ryan, this would mean if we lost the data center quickly(fire, explosion,etc) and there was no time to email outside of the data center, EMC would generate these emails and is so, is it based on a timing that I setup? For instance, the link between the two is tested only once every 24 hours or is it real time?

Thanks so much!

Admingirl

ryanbrancel1 · Answer

In that case you also will not receive your user alerts from storage arrays or switches that rely on email alerting. So hopefully you able to build in redundancy in your email environment to harden that. Otherwise if that happens, having ESRS offline is probably the least of your worries :-).

Starting in Q1, EMC will implement a process to create service requests for ESRS gateways that show as offline for an extended period of time, such as 7 days. This will help keep track of ESRS gateways that have gone missing without resolution. When the email alerts are sent out, it will also copy in the primary and secondary CEs to the account for visibility. The advantage with the new program has been to automate the process and provide quicker and repeatable notification to customers when the ESRS server does go missing. The prior system of creating SRs and dispatching to the field had been creating some delays in resolution as the field CEs are not always online, and servers that were bouncing were not readily identified as such.

rusty_feo2 · Answer

Good discussion and answers. You right if the site takes a big hit the least of the worries is a notification to EMC. I would suppose from my DR planning that Operations would be directed to call, page or send UBER drivers to all stake holders.

Ryan, I wonder if having a GW at the PROD site and the DR site and cluster the devices would accomplish the hardening you suggested

Rusty

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