Справочник Пользователя для Sun Microsystems SL8500

96154 • Revision K

CH APT ER

Obtaining Maintenance Support

This chapter describes what to do if problems occur with the tape library. In some cases, 

you might be able to correct the problem. In other cases, you must contact your service 

representative, as described in this chapter.

When the problem is caused by cartridge tapes, see 

When the problem is caused by cartridge tape drives, refer to your tape drive 

operator’s guide.

Remote Support

StorageTek Customer Service Representatives are available to assist you and the 

customer with hardware and software problem resolution. During the initial order and 

installation planning, make sure that you inform the customer about StorageTek's local 

and remote support.

Service Delivery Platform

The Service Delivery Platform (SDP) is the preferred remote support solution for the 

SL8500 library. SDP is a software application for providing sophisticated remote 

support of storage hardware devices. The software resides on an intelligent appliance at 

your site, providing a secure connection between your StorageTek products and a 

server located within the StorageTek IT data center. The SDP software monitors your 

devices and automatically alerts StorageTek when it finds a problem. It also enables 

remote resolution for problems that do not require physical intervention at the site. 

Through a secure, Internet/VPN-based communication link that is enabled by a 

StorageTek-supplied VPN router and your Internet access and connectivity, the SDP is 

designed to collect device events on a 24 x 7 x 365 basis. In the event of a device failure, 

the SDP intelligent appliance and the software application capture device logs and 

other pertinent diagnostic data that can help determine the reason for device failure.

The robust SDP security architecture is designed for strict data privacy. The software 

uses 128-bit encrypted Secure Sockets Layer (SSL) protocol for data transmission and 

additional secure data gathering procedures for specific technical issues. 

To obtain the SDP Analyst client application contact your service representative.