Dial Home Handbook-1[1].pdf

VNX Dial Home Handbook

INDEX

Basic FILE Health check Commands

Basic BLOCK Health check Commands

Management Switch Health Check commands

Other Required commands:

NaviSecCLI Commands :

Command to run BV

How to Gather SP collects from NaviSecCLI?

How to gather SP collects via CLIviaSSH?

How to gather Support Materials viaCLIviaSSH?

Default Credentials

Standard Out of Office Message for VNX

How to upload/download SP collects/Support Materials to desktop?

Standard Outlook Signature for all the three shifts

Links

Reason Codes:

Drive States and Its meaning

International Dialing Codes

Time Zone Converter

Numbers for different teams in EMC

Etiquettes of Email

Few Scenarios and the appropriate way of drafting emails

a. Dial in is not available and when WebEx is the mode of dial in:

b. Dial in is available however unable to dial in:

c. E-mail template for dial in permission required:

d. Closure E-mail for a three day strike rule:

e. Email Template for a CS Reboot:

f. E-mail template for dial in credentials:

g. Escalated case update to customer:

h. Second Response template to customer:

If you need any clarification on commands or need any assistance then please

feel free to talk to any Senior Engineers/ SMEs.

VNX Dial Home Handbook

Basic FILE Health check Commands

1. /nas/sbin/serial

This command gives you the serial number of the array.

2. /nas/sbin/model

This command gives you the model number of the array.

3. nas_version

This command gives you the File OE of the Control Station.

4. server_version ALL

This command gives you the File OE of the Datamovers.

5. date

This command gives you the current date, time and the timezone of the Control Station.

6. server_date ALL

This command gives you the current date, time and the timezone of the Datamover.

7. uptime

This command will give you the number of users logged in to the array, uptime of CS and the load on

the CS.

8. server_uptime ALL

This command gives you the uptime of Datamovers.

9. server_mount ALL

This command gives you the status of the filesystems and checkpoints on all the data movers.

10. /nas/sbin/getreason

This command shows you the status of the control stations and the datamovers.

11. nas_server –l

This command lists out the number of datamovers and the types of datamovers.

12. nas_storage –l

In a gateway model this command will list the backends connected to the array however in the

integrated model this command will list the same array serial number.

13. nas_storage –c –a

This command runs a health check on the backend and gives an error if a SP is failed over or if a LUN is

trespassed, etc..

14. .server_config ALL –v “fcp bind show”

This command will give you the HBA connectivity status between the DMs and the SPs.

15. nas_logviewer /nas/log/sys_log |tail -100

This command will list the last 100 logs from the syslog.

Basic BLOCK Health check Commands

1. /nas/sbin/navicli –h spa getagent

This command will give you the Block array details like the FLARE code, model number.

VNX Dial Home Handbook

2. /nas/sbin/navicli –h spa getcache

This command gives the Read/write cache details and the SPS battery testing details.

3. /nas/sbin/navicli –h spa getcrus

This command gives the status of all the enclosures and its internal peripherals.

4. /nas/sbin/navicli –h spa getdisk –state –tla

This command gives the status of all the disks available in the enclosure.

5. /nas/sbin/navicli –h spa getlun –trespass –private

This command gives the LUNs trespassed details.

6. /nas/sbin/navicli –h spa getlog |tail -100

This command gives the last 100 SP logs.

7. /nas/sbin/navicli –h spa faults –list

This command determines the status of array and will report if there is any fault.

8. nas_inventory –list

This command determines the status of all the parts of array and reports if any faults individually.

9. cat /etc/hosts |grep -i SP

This command will give you the Storage Processor IP addresses.

10. /nas/sbin/navicli -h spa getrg

This command will give the RAID group details.

11. /nas/sbin/navicli -h spa getdisk -state -tla -hs –product

This command will give you the complete disk and hotspare details.

Consult Senior Engineers/SME before executing the commands marked in RED

Management Switch Health Check commands

1. “/nas/sbin/setup_enclosure –readConfig”

Identify number of enclosures available and their Mgmt-Switch IP addresses.

2. ping -c 4 <ipaddress of mgmnt switches>

Now ping the IP address of the Mgmt-Switches from the Control Station.

3. /nas/sbin/setup_enclosure –checkSystem

Check the health of Mgmt-Switches.

4. /nas/sbin/setup_enclosure –checkCable

Check the cable connectivity between the enclosures.

5. /nas/sbin/setup_enclosure –probeSystem

Probe the Mgmt-Switches device to check if the IP address are configured appropriately.

6. /nas/sbin/setup_enclosure –resetMgmtswitches

This command will reset the management switches.

VNX Dial Home Handbook

Other Required commands: 1. ps -ef | grep -i <daemon name>

This command will give you the defunct status of daemons like jserver, naviagent, Boxmonitor,

apache, etc..

2. /nas/sbin/enclosure_status -e <enclosure_ID> -v

This command gives the status of the enclosure.

3. nas_replicate -l

This command will give you the list of replications running on the array.

4. nas_replicate -i <Replication Session Name>

This command gives you the details of the specific replication session.

5. nas_fs –l

This command gives you the list of the file systems on the array.

6. reboot

This command will reboot the Control Station.

7. /nas/sbin/cs_standby –failover

This command will failover the primary CS to secondary CS.

8. server_cpu server_2 -r -m now

This command will reboot the datamover.

9. server_standby server_2 –r mover

This command will failback the datamover.

10. nas_storage –f id=1

This command will failback the LUNs.

11. /nasmcd/sbin/clariion_mgmt –info

This command will give you the public IP addresses of Storage Processor.

12. /sbin/service nas start

This command will start the NAS services.

13. /nas/sbin/nas_connecthome –info

This command will give you the connecthome information.

NaviSecCLI Commands :

1. naviseccli getagent

This command will give you the Block array details like the FLARE code, model number.

2. naviseccli getlun -private -owner -type >c:\lun12.txt

This command gives the list of LUNs and its respective owner details.

3. naviseccli getcrus >c:\crus12.txt

This command gives the status of all the enclosures and its internal peripherals.

4. naviseccli getdisk -hs -tla -product >c:\hotspare12.txt

This command will give you the complete disk and hotspare details.

VNX Dial Home Handbook

5. naviseccli getcache

This command gives the Read/write cache details and the SPS battery testing details.

6. naviseccli faults –list

This command determines the status of array and will report if there is any fault.

7. naviseccli getresume –all >c:\partno12.txt

This command will give you the part numbers of all the parts.

8. naviseccli getlog -2000 >c:/logs.txt

This command will list you the last 2000 alerts from the SP logs.

9. naviseccli getrg

This command will give the RAID group details.

Command to run BV

naviseccli setsniffer -rg 100 -cr -bv -bvtime <high|medium|low>

This command will run the background verification on the RAID group.

navicli getsniffer -rg 100

This command will give the results of the Backround verification.

How to Gather SP collects from NaviSecCLI?

Launch Command prompt browse to the NavisecCLI directory and execute the command:

#>spcollect.pl

How to gather SP collects via CLIviaSSH?

Browse to /nas/tools directory and execute the command (/nas/tools/.get_spcollect) to gather the SP collects.

#>cd /nas/tools

#> /nas/tools/.get_spcollect

Once the SP collects are gathered browse to the /nas/var/log and download the SP collects.

#>cd /nas/var/log

#>ls -l

How to gather Support Materials viaCLIviaSSH?

Browse to /nas/tools directory and execute the command (/nas/tools/./collect_support_materials &) to

gather the Support Materials. #> cd /nas/tools

#> /nas/tools/./collect_support_materials & Once the Support Materials are gathered browse to the /nas/var/emcsupport and download the SP collects.

#> cd /nas/var/emcsupport

#> ls -l

VNX Dial Home Handbook

Default Credentials

Username Password Control Station nasadmin nasadmin

Control Station – SU root nasadmin

Control Station Unisphere sysadmin sysadmin

Storage Processor Remotely Anywhere clariion1992 clariion1992

Storage Processor Remote Control clarion clarion!

Storage Processor Unisphere clariion1992 clariion1992

Storage Processor Unisphere clarion clarion!

FTP site anonymous user

Standard Out of Office Message

Greetings!

Thank you for your email. Please be informed that I am currently out of office with limited or no access to emails. If

you have a query with respect to an EMC service request, please call the EMC Toll free number 1800 782 4362 Ext:

55100 and the next available engineer will be glad to assist you.

In my absence, should you need immediate assistance with a critical issue please send an email to

[email protected]. Otherwise, I will respond to your inquiry as soon as I return.

Thank you!

Regards,

G.M Mujahid Sharieff

How to upload/download SP collects/Support Materials to desktop?

1. Through WinSCP.

Launch WinSCP application and use the ESRS generated IP address and login to the array.

Browse to /root/var/log and here you can find the directories for SP collects, Support Materials

and Dump Files.

2. Through Unisphere client / Unisphere Service Manager.

Generate the diagnostics files and using the option “Get Diagnostics files” transfer the files to

your desktop.

VNX Dial Home Handbook

3. Through FTP site.

Once the SP Collects, Support Materials and Dumps are gathered browse to the directory where

these files are saved and from that location login to the FTP site and you can upload the files to ftp

site using the below steps.

VNX Dial Home Handbook

Standard Outlook Signature Signature for Morning Shift: Regards,

G.M Mujahid Sharieff

System Support Engineer

Worldwide Technical Support – VNX

Office Hours: Mon-Fri, 20:00 hrs. – 05:30 hrs. EST

Office#: 1-800-782-4362 x 55470

Email: [email protected]

Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ [email protected]

Please consider the environment before printing this e-mail

Signature for Afternoon Shift Regards,

G.M Mujahid Sharieff

System Support Engineer

Worldwide Technical Support – VNX

Office Hours: Mon-Fri, 03:30 hrs. – 13:00 hrs. EST

Office#: 1-800-782-4362 x 55470

Email: [email protected]

Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ [email protected]

Please consider the environment before printing this e-mail

Signature for Night Shift Regards,

G.M Mujahid Sharieff

System Support Engineer

Worldwide Technical Support – VNX

Office Hours: Sat–Thu, 11:30:00 hrs. – 21:00 hrs. EST

Office#: 1-800-782-4362 x 55470

Email: [email protected]

Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ [email protected]

Please consider the environment before printing this e-mail

VNX Dial Home Handbook

Links 1. To login to CSI

https://crm.emc.com/OA_HTML/AppsLocalLogin.jsp

2. To login to Service Centre

https://support.emc.com/servicecenter/

3. To login to ESRS page

https://esrs.emc.com/cleartrust/ct_logon_en_SECURID.html

4. To login to PRIMUS

http://csexplorer.isus.emc.com/eservice/iviewcs/ui/eserver.asp 5. To login to SYR database server

http://omega.eng.emc.com/omega/Apps/AppsContainer.asp?DefaultAppID=1 6. To login to Powerlink

http://powerlink.emc.com/km/appmanager/km/secureDesktop 7. To access QTool

http://qtool-vnx.lss.emc.com/

8. To initiate a Collaboration Chat

http://internalchat.corp.emc.com/internalchat/prem.aspx

9. To Find the part number(Parts Compatibility Database)

http://csapps.isus.emc.com/pcd/Search.aspx?SearchBy=PartNumber

10. To access Instance Remote details / Remote Configuration

https://crm.emc.com/OA_HTML/csiSearchProdMain.jsp?jtfm0=_0_0_0_-

1_f_nv_&jfn=ZG0F3681665117CEBBCDAB41E3BA0C1C47DFA1F1715774B970FE75BB8C2929C9C8CF809

EB2E85AD54FD12BFE25966FFED5B4&oas=MkDa0MwODgVN9XZpp9wA5w..

11. To check the time for different countries.

http://www.timeanddate.com/worldclock/

12. To convert the time into a different time zone

http://www.timeanddate.com/worldclock/converter.html

13. To login to the Metaframe Citrix Server

http://citrixapps.corp.emc.com/Citrix/MetaFrame/site/default.aspx

14. To initiate a WebEx session

https://emcsupport2.webex.com/mw0307l/mywebex/default.do?siteurl=emcsupport2

15. To login to CS-Labs for Array access

http://cslabs.emc.com/reservations.php 16. To view the entire EMC Exams list click on the below link:

http://edu.corp.emc.com/gs/certification/tracks/emcsa_track.aspx#

17. To avail the EMC vouchers register yourself with your EMC email id in the below link.

http://emc.my-certifications.com/User/Portal.aspx

18. To write the practice Exams click on the below link

http://edu.corp.emc.com/gs/certification/exams.aspx

VNX Dial Home Handbook

19. To schedule your exams register in the below website or click on the link

https://www1.pearsonvue.com/Dispatcher?application=Login&action=actStartApp&v=W2L&cli

entCode=EMC

20. To find the VI Editing Commands

http://www.cs.colostate.edu/helpdocs/vi.html

Reason Codes:

RC State Meaning

0 Reset Reboot the DM/CS.

1 DOS Booted CS/DM rebooted and this is the initial state.

2 SibPOST Failed datamover failed sib post

3 (NAS) Loaded CS/DM rebooted and NAS code is being loaded

4 Configured CS/DM rebooted and configuration is in progess.

5 Contacted DMs are in contacted state.

6 Control Station Ready When NAS services not running, this is a sign of a problem

7 Panicked data mover panic crash <–(This is very bad)

Drive States and Its meaning

STATE Meaning

1 Enabled Either a hotspare on standby or part of a bound LUN that is assigned to(owned by) the SP you are using as the communication channel to the chassis. If the storage system has another SP, this module status is ready when you use the other SP as the communication channel to the chassis.

2 Hot Spare Ready Module is either a hotspare or replacement disk module that replaced a failed module in a LUN. The date is being rebuilt on a hotspare or a replacement disk module.

3 Removed Removed from the chassis; applies only to a disk module that is part of a LUN.

4 Off Powered off by the SP, which can happen if a wrong size module is inserted.

5 Unbound Ready to be bound into a LUN.

6 Binding Being binded

7 Empty Failed or removed before the agent started running, or the disk wasn’t part of a LUN.

8 Failed Powered down or inaccessible.

9 Equalizing Data from a hot spare is being copied on to a replacement disk module.

10 Formatting Being Hardware formatted. Generally, modules do not need formatting.

11 Powering Up Power is being applied to the disk module.

12 Ready Module is part of a broken LUN or a LUN that is bound and unassigned. This can mean that the disk module is part of a LUN that is not owned by the SP that you are using as the communication channel to the chassis. If the disk module is part of a LUN assigned to an SP other than the one you are using as the communication chassis, the module`s status is either Enabled or Ready. It is Enabled when you use the other SP as the communication channel to the chassis.

VNX Dial Home Handbook

13 Requested Bypass Disk is faulted and being copied to HS….

14 Rebuilding Module is either a hotspare or replacement disk module that replaced a failed module in a LUN. The date is being rebuilt on a hot spare or a replacement disk module.

International Dialing Codes

Afghanistan 93 Greece 30 Palau 680

Albania 355 Greenland 299 Panama 507

Algeria 213 Grenada 1 473 Papua New Guinea 675

American Samoa 1684 Guam 1 671 Paraguay 595

Andorra 376 Guatemala 502 Peru 51

Angola 244 Guinea 224 Philippines 63

Anguilla 1264 Guinea-Bissau 245 Pitcairn Islands 870

Antarctica 672 Guyana 592 Poland 48

Antigua and Barbuda 1268 Haiti 509 Portugal 351

Argentina 54 Holy See (Vatican City) 39 Puerto Rico 1

Armenia 374 Honduras 504 Qatar 974

Aruba 297 Hong Kong 852 Republic of the Congo 242

Australia 61 Hungary 36 Romania 40

Austria 43 Iceland 354 Russia 7

Azerbaijan 994 India 91 Rwanda 250

Bahamas 1242 Indonesia 62 Saint Barthelemy 590

Bahrain 973 Iran 98 Saint Helena 290

Bangladesh 880 Iraq 964 Saint Kitts and Nevis 1869

Barbados 1246 Ireland 353 Saint Lucia 1758

Belarus 375 Isle of Man 44 Saint Martin 1599

Belgium 32 Israel 972 Saint Pierre and Miquelon 508

Belize 501 Italy 39 Saint Vincent and Grenadines 1784

Benin 229 Ivory Coast 225 Samoa 685

Bermuda 1441 Jamaica 1 876 San Marino 378

Bhutan 975 Japan 81 Sao Tome and Principe 239

Bolivia 591 Jersey 44 Saudi Arabia 966

Bosnia and Herzegovina 387 Jordan 962 Senegal 221

Botswana 267 Kazakhstan 7 Serbia 381

Brazil 55 Kenya 254 Seychelles 248

British Indian Ocean Territory N/A Kiribati 686 Sierra Leone 232

British Virgin Islands 1284 Kosovo 381 Singapore 65

Brunei 673 Kuwait 965 Slovakia 421

Bulgaria 359 Kyrgyzstan 996 Slovenia 386

Burkina Faso 226 Laos 856 Solomon Islands 677

Burma (Myanmar) 95 Latvia 371 Somalia 252

Burundi 257 Lebanon 961 South Africa 27

Cambodia 855 Lesotho 266 South Korea 82

VNX Dial Home Handbook

Cameroon 237 Liberia 231 Spain 34

Canada 1 Libya 218 Sri Lanka 94

Cape Verde 238 Liechtenstein 423 Sudan 249

Cayman Islands 1345 Lithuania 370 Suriname 597

Central African Republic 236 Luxembourg 352 Svalbard 47

Chad 235 Macau 853 Swaziland 268

Chile 56 Macedonia 389 Sweden 46

China 86 Madagascar 261 Switzerland 41

Christmas Island 61 Malawi 265 Syria 963

Cocos (Keeling) Islands 61 Malaysia 60 Taiwan 886

Colombia 57 Maldives 960 Tajikistan 992

Comoros 269 Mali 223 Tanzania 255

Cook Islands 682 Malta 356 Thailand 66

Costa Rica 506 Marshall Islands 692 Timor-Leste 670

Croatia 385 Mauritania 222 Togo 228

Cuba 53 Mauritius 230 Tokelau 690

Cyprus 357 Mayotte 262 Tonga 676

Czech Republic 420 Mexico 52 Trinidad and Tobago 1868

Democratic Republic of Congo 243 Micronesia 691 Tunisia 216

Denmark 45 Moldova 373 Turkey 90

Djibouti 253 Monaco 377 Turkmenistan 993

Dominica 1767 Mongolia 976 Turks and Caicos Islands 1649

Dominican Republic 1809 Montenegro 382 Tuvalu 688

Ecuador 593 Montserrat 1 664 Uganda 256

Egypt 20 Morocco 212 Ukraine 380

El Salvador 503 Mozambique 258 United Arab Emirates 971

Equatorial Guinea 240 Namibia 264 United Kingdom 44

Eritrea 291 Nauru 674 United States 1

Estonia 372 Nepal 977 Uruguay 598

Ethiopia 251 Netherlands 31 US Virgin Islands 1340

Falkland Islands 500 Netherlands Antilles 599 Uzbekistan 998

Faroe Islands 298 New Caledonia 687 Vanuatu 678

Fiji 679 New Zealand 64 Venezuela 58

Finland 358 Nicaragua 505 Vietnam 84

France 33 Niger 227 Wallis and Futuna 681

French Polynesia 689 Nigeria 234 West Bank 970

Gabon 241 Niue 683 Western Sahara 212

Gambia 220 Norfolk Island 672 Yemen 967

Gaza Strip 970 North Korea 850 Zambia 260

Georgia 995 NorthernMariana slands 1 670 Zimbabwe 263

Germany 49 Norway 47

Ghana 233 Oman 968

Gibraltar 350 Pakistan 92

VNX Dial Home Handbook

Time Zone Converter

INDIA GMT EST CST PST LONDON JAPAN

CHINA /

MST SINGAPORE

9:00 AM 3:30 AM 11:30 PM 10:30 PM 8:30 PM 4:30 AM 12:30 PM 11:30 AM 9:30 PM

10:00 AM 4:30 AM 12:30 PM 11:30 PM 9:30 PM 5:30 AM 1:30 AM 12:30 PM 10:30 PM

11:00 AM 5:30 AM 1:30 AM 12:30 AM 10:30 PM 6:30 AM 2:30 PM 1:30 PM 11:30 PM

12:00 PM 6:30 AM 2:30 PM 1:30 AM 11:30 PM 7:30 AM 3:30 AM 2:30 PM 12:30 AM

1:00 PM 7:30 AM 3:30 AM 2:30 AM 12:30 AM 8:30 AM 4:30 PM 3:30 PM 1:30 AM

2:00 PM 8:30 AM 4:30 PM 3:30 AM 1:30 AM 9:30 AM 5:30 AM 4:30 PM 2:30 AM

3:00 PM 9:30 AM 5:30 AM 4:30 AM 2:30 AM 10:30 AM 6:30 PM 5:30 PM 3:30 AM

4:00 PM 10:30 AM 6:30 PM 5:30 AM 3:30 AM 11:30 AM 7:30 AM 6:30 PM 4:30 AM

5:00 PM 11:30 AM 7:30 AM 6:30 AM 4:30 AM 12:30 PM 8:30 PM 7:30 PM 5:30 AM

6:00 PM 12:30 PM 8:30 PM 7:30 AM 5:30 AM 1:30 PM 9:30 AM 8:30 PM 6:30 AM

7:00 PM 1:30 PM 9:30 AM 8:30 AM 6:30 AM 2:30 PM 10:30 PM 9:30 PM 7:30 AM

8:00 PM 2:30 PM 10:30 PM 9:30 AM 7:30 AM 3:30 PM 11:30 AM 10:30 PM 8:30 AM

9:00 PM 3:30 PM 11:30 AM 10:30 AM 8:30 AM 4:30 PM 12:30 AM 11:30 PM 9:30 AM

10:00 PM 4:30 PM 12:30 AM 11:30 AM 9:30 AM 5:30 PM 1:30 PM 12:30 AM 10:30 AM

11:00 PM 5:30 PM 1:30 PM 12:30 PM 10:30 AM 6:30 PM 2:30 AM 1:30 AM 11:30 AM

12:00 AM 6:30 PM 2:30 AM 1:30 PM 11:30 AM 7:30 PM 3:30 PM 2:30 AM 12:30 PM

1:00 AM 7:30 PM 3:30 PM 2:30 PM 12:30 PM 8:30 PM 4:30 AM 3:30 AM 1:30 PM

2:00 AM 8:30 PM 4:30 AM 3:30 PM 1:30 PM 9:30 PM 5:30 PM 4:30 AM 2:30 PM

3:00 AM 9:30 PM 5:30 PM 4:30 PM 2:30 PM 10:30 PM 6:30 AM 5:30 AM 3:30 PM

4:00 AM 10:30 PM 6:30 AM 5:30 PM 3:30 PM 11:30 PM 7:30 PM 6:30 AM 4:30 PM

5:00 AM 11:30 PM 7:30 PM 6:30 PM 4:30 PM 12:30 AM 8:30 AM 7:30 AM 5:30 PM

6:00 AM 12:30 AM 8:30 AM 7:30 PM 5:30 PM 1:30 AM 9:30 PM 8:30 AM 6:30 PM

7:00 AM 1:30 AM 9:30 PM 8:30 PM 6:30 PM 2:30 AM 10:30 AM 9:30 AM 7:30 PM

8:00 AM 2:30 AM 10:30 AM 9:30 PM 7:30 PM 3:30 AM 11:30 PM 10:30 AM 8:30 PM

VNX Dial Home Handbook

Numbers for different teams in EMC

CST EMC 1 800 782 3797 option 3 – 1 – 2

Technical Support EMC 1 800 782 4362

Celerra DH 55300

Celerra Vic/web or Celerra Legacy or Wipro Celerra EP 55240

Celerra EP Hopkinton *227# Auth code 70173

Clariion DH 55400

Wipro Clariion EP 55175

Clariion Vic/Web 3270885

VNX Partner DH 55100

VNX COE 3270912

Unified WFM 3271024

Unified Support 3270998

Unified Escalation 3270999

Clariion Escalation(Sev1) 3270809

Celerra Storage(Support) 3270887

Celerra Storage Escalation(Sev1) 3270810

Wipro Symmetrix Dial Home 57600

Email Etiquette

1. Address the customer or the recipient with their first name.

2. Use the appropriate greeting or simply use “Greetings” if not aware of the exact time of the day/night at

reciepents place.

3. Use short, simple and comprehensive sentences.

4. Avoid fillers.

5. Avoid using sentences like “This email is regards to” instead use “This email is about or regarding”.

Regard/Regards means look upon, consider, relate to, concern, etc… Regard/Regards have more than

one meaning in it hence it is better to avoid using this while referring to the array.

6. Avoid using commanding sentences or words.

7. Be assertive, not aggressive while drafting emails.

8. Always use a standard font color, font style and font size while communicating to customers.

a. Standard Font Style : Calibri(Body)

b. Standard Font Size : 11

c. Standard Font color : Black

9. If you want certain important words to stand out, instead of making the letters bold either highlight the words

or put them in inverted commas.

For example: Mujahid or “Mujahid”

VNX Dial Home Handbook

10. Always paste the required logs/ sp collect analysis / support material analysis within the Starred lines like below.

This way we can differentiate the logs and the conversation.

a. **********LOGS*********

[nasadmin@VG2_CS1 ~]$ /nas/sbin/getreason

11 - slot_0 secondary control station

10 - slot_1 primary control station

5 - slot_2 contacted

5 - slot_3 contacted

**********LOGS*********

b. *********Support Material Analysis**********

[nasadmin@nsindia ~]$ nas_replicate -l

Name Type Local Mover Interconnect Celerra Status

uh filesystem server_2 -->NS120_TO_VNX5300 CS0 OK

general3 filesystem server_2 -->NS120_TO_VNX5300 CS0 OK

general1 filesystem server_2 -->NS120_TO_VNX5300 CS0 OK

*********Support Material Analysis**********

c. *********SP Collect Analysis**********

Array Name : USGASAN01

------------------------------------------------------------------------

System Fault LED: OFF OFF

Total Reboots: 0

*********SP Collect Analysis**********

11. Proofread your emails before sending them 12. Do not attach large attachments in your email since not everyone is on a broadband connection.

13. If you have to email more than two documents as attachments, zip them in one file. Doing so would ensure that

the recipient won't miss downloading any file.

14. Always reply to emails especially the ones specifically addressed to you. The sender is still waiting to hear from

you.

15. Do not hit the send button without doing a spell check. Emails with spelling mistakes or grammatical errors

indicate that you have written the message in a non-serious mood and may convey a bad impression.

16. Keep all emails professional looking. Don’t use multicolored fonts and pictures for backgrounds.

17. If you are going to be away from the office and you will not be able to read your e-mails in a timely manner, use

the email system's out-of-office tool to automatically respond to incoming emails. This way the sender will not

expect a timely reply. Make sure your automated reply tells the sender when they can expect a reply.

18. Don't instinctively click the "Reply All" button for every email that you reply to. Consider the subject at hand and

decide who needs to read your reply. Always responding to everyone will quickly earn you a reputation as a

"business spammer" and people will not read any of your emails.

19. Don't use email as your default communication tool. Remember that not all messages are appropriate for email.

Sometimes a short telephone call or a brief office visit is more appropriate and brings back the element of

human relations into an environment that is sometimes inundated with impersonal technology.

20. Subject line for all your emails to customers should be:

SR :: 12345678 || Site :: Wipro EMC || Sl No :: VNX123456789

VNX Dial Home Handbook

Few Scenarios and the appropriate way of drafting emails

1. Dial in is not available and when WebEx is the mode of dial in:

Hi Abc,

Greetings!

This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.

The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”

We’d like to check the status of the box remotely for which we would require the dial-in and login details, since the

remote connection details are not updated in the SR.

Please let us know if there has been any onsite activity due to which the alert might have triggered.

Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP

collects to the SR for analysis.

Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the

“reply all” option when replying to this email.

**********$*********

2. Dial in is available however unable to dial in:

Hi Abc,

Greetings!

This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.

The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”

We’d like to check the status of the box remotely. We tried to dial in using the remote connection details available in the

instance details, however the dial in failed.

Please let us know if there has been any onsite activity due to which the alert might have triggered.

Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP

collects to the SR for analysis.

Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the

“reply all” option when replying to this email.

**********$*********

VNX Dial Home Handbook

3. E-mail template for dial in permission required: Hi Abc, Greetings! This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.

The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”

As per the instance details, we seek your permission to dial in, to investigate the issue.

Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the

“reply all” option when replying to this email.

**********$*********

4. Closure E-mail for a three day strike rule:

Hi Abc, Greetings! This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789 on 12th

December 2012.

The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”

We tried reaching you over the phone and email for last couple of days however as there was no response from your end I shall mark this case for closure. If further investigation is required, please do call us at 1- 800-782- 4362 x 55100 and we would certainly assist you further.

**********$*********

5. Email Template for a CS Reboot: Hi Abc, Greetings! This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789 on 12th

December 2012.

The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”

VNX Dial Home Handbook

We’ve performed a complete health check on the array and noticed that the array is operating normally. However, the control station is failed over. We seek your permission to proceed with the reboot of the current active control station so that the control station can be back online and resume its normal process as primary CS. Kindly note that rebooting a control station will have no downtime or production impact.

Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the

“reply all” option when replying to this email.

**********$*********

6. E-mail template for dial in credentials required:

Hi Abc,

Greetings!

This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.

The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”

We tried to dial in to the array using the default credentials but the dial in failed. We also noticed that there are no remote dial in credentials updated either in the site messages or in the instance details. We’d like to check the status of the box remotely for which we would require the dial in details. Request you to kindly update the dial in credentials either to the site message or to the instance details so that we can dial in and investigate the issue. Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP

collects to the SR for analysis.

Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the

“reply all” option when replying to this email.

**********$*********

7. Escalated case update to customer: If the case is escalated and you receive an email from customer requesting for an update on the SR

then below is an example for the contents of the email. **********$*********

Hi Abc, Greetings! This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789. Please be

informed that as per initial investigations done by me it was noticed that there was a bug check on the array. Since we

VNX Dial Home Handbook

do not have the required expertise on this subject, this case has been escalated to the level 2 team for further

investigation of the issue.

Going forward Mark Anthony from the level 2 team will be the point of contact for this case, whom I have looped into

this email. Mark will keep you posted on the progress and status of this case.

Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the

“reply all” option when replying to this email.

**********$*********

8. Second Response template to customer: If there is no response from a customer for your email then on the second day try calling customer

during business hours. For non business hours send an email to the customer by choosing the “Reply All” option for the same email you sent the previous day. Please DO NOT copy and paste the same

email on consecutive days. Below is an example template as to how your second response looks like:

**********$*********

From: Sharif, Mujahid

Sent: Thursday, December 20, 2012 7:43 AM

To: Sharif, Mujahid

Cc: [email protected]

Subject: FW: SR# 12345678 || Site :: Wipro EMC || Sl No :: VNX123456789

Hi Abc,

Greetings!

Further to my email sent on December 20, 2012 I would like to check for an update on my query.

Response awaited.

Best regards

G. M. Mujahid Sharieff ‡ Storage Support Engineer ‡ EMC2 Unified DH

Please consider the environment before printing this e-mail

From: Sharif, Mujahid

Sent: Thursday, December 20, 2012 7:40 AM

To: Sharif, Mujahid

Cc: [email protected]

Subject: SR# 12345678 || Site :: Wipro EMC || Sl No :: VNX123456789

Hi Abc, Greetings! This email is about the SR# 12345678 generated from the VNX Array bearing serial number VNX123456789.

VNX Dial Home Handbook

The Array has dialed home for the error: “Enclosure 0 compute blade A has been removed.”

We tried to dial in to the array using the default credentials but the dial in failed. We also noticed that there are no remote dial in credentials updated either in the site messages or in the instance details. We’d like to check the status of the box remotely for which we would require the dial in details. Request you to kindly update the dial in credentials either to the site message or to the instance details so that we can dial in and investigate the issue. Alternatively, you could give me an appropriate time to setup a WebEx, or you could upload the support materials/SP

collects to the SR for analysis.

Meanwhile, should you have any questions pertaining to this SR, please call us at 1 800 782 4362 x 55100 or choose the

“reply all” option when replying to this email.

Regards, G.M Mujahid Sharieff

Storage Support Engineer || EMC Unified - VNX DH

: Sun-Thurs, 20:00 hrs. – 05:30 hrs. EST

: 1-800-782-4362 x 55470 || : [email protected]

**********$*********

As and when there are new changes or updates we will update this document and resend the latest version.

Thank You

EMC2 where information lives