Is Hardware Failure Ruining Your Summer Vacation?

By: Becky Lawlor| - Leave a comment


There’s nothing worse than getting a panicked phone call in the middle of your vacation regarding a hardware failure back at the office. And because of the highly redundant systems used today, the problem may only escalate or become noticed when multiple issues arise. By the time you’re contacted, it’s likely a critical issue that could result in either data loss or system downtime if not addressed quickly.

Rather than cutting a vacation short or spending a day of it on the phone with a coworker, you may want to consider activating the call home feature, which is typically built into data center hardware by the original equipment manufacturer.

How the Call Home Feature Works

Through a secure encrypted transmission, equipment manufacturers can establish a communication link between their products and their support centers. System logs are then sent automatically to the manufacturer for problem review, allowing the company to deliver fast resolution to any detected issues.

This remote monitoring and maintenance feature not only allows for 24/7 proactive monitoring of your systems; it reduces the manual effort required to gather information and report problems. It also limits or prevents downtime through its proactive monitoring and maintenance capabilities.

Additionally, automated routing of service requests to the manufacturer’s support engineers can guarantee a faster on-site response and fix. Because of the intelligence this call home feature provides, support engineers can arrive with the appropriate parts and the specific problem already identified.

In IBM‘s analysis of its own call home feature, clients who didn’t activate it accounted for 70 percent of unexpected machine outages.

Security Protocols During Network Transport

You should check with your equipment manufacturer, but expect your provider’s solution to follow industry standards for protecting data during network transport by using the Transport Layer Security protocol. It’s also typical that no customer business data is transmitted — only service logs for hardware and software. Encryption, certificates and tokens, as well as multiple firewalls and unique passwords, should all be part of a secure call home monitoring and support service.

Cost and Time Savings After Hardware Failure

Typically, the call home feature is available at no extra charge for systems covered under warranty or maintenance agreements. Some manufacturers’ call home solutions may even include performance management to help control system capacity or manage your firmware, notifying you when updates are available.

By leveraging this type of comprehensive hardware failure support service, you can save your company money as well as a lot of headache. With less time spent problem solving, faster resolution to issues and less overall system downtime, there’s no real reason not to use the call home feature.

Even if you’re not on a vacation, the call home feature can make monitoring and managing your system for hardware failures feel like one — automating much of the process, proactively solving issues and providing faster on-site support.

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About The Author

Becky Lawlor

Freelance Writer

Becky Lawlor is a freelance technology writer. She develops and writes content on topics such as mobility, cloud services, unified communications, managed services and more.

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