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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
PartnerVNXDH@emc.com. 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: Mujahid.Sharif@emc.com
Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ Rajan.pandey@emc.com

 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: Mujahid.Sharif@emc.com
Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ Rajan.pandey@emc.com

 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: Mujahid.Sharif@emc.com
Please provide your feedback on our services by writing to my Manager-Rajan Pandey @ Rajan.pandey@emc.com

 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

CHINA /
INDIA GMT EST CST PST LONDON JAPAN 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 12 th
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: VVNXPARTNERDH@emc.com
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: VVNXPARTNERDH@emc.com
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 || : Mujahid.Sharif@emc.com

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

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

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