Veritas™ Appliance AutoSupport Reference Guide

Last Published:
Product(s): Appliances (7.4.2, 3.2, 1.3)
Platform: Veritas 3340,Veritas 5340,Veritas 5150,Veritas 5250,Veritas 5330,Veritas 5240,Veritas 5230

About the Veritas Appliance monitoring infrastructure

The Veritas Appliance monitoring infrastructure comprises two independent recipient servers: the receiver and the API endpoint.

Veritas utilizes managed infrastructure as a service (IaaS) facility located within the continental United States to host this infrastructure and is highly redundant.

Veritas Call Home Services (CHS) teams are located in three locations: the United States, Ireland, and Singapore to provide first-line global incident response and 24-hour monitoring.

Veritas Support includes Veritas Call Home Services, Veritas Enterprise Support Operations, and Veritas Field Services, all of which are globally staffed for "Follow-the-Sun" support.

When an appliance transmits event data to Veritas, it is sent to the Veritas Appliance Monitoring infrastructure servers. In the event of a heartbeat failure, the CHS team is alerted. The appliance also transmits a DataCollect package to the API endpoint, and an incident ticket is opened to track the status. A CHS engineer triages the incident and determines the course of action. The CHS engineer then escalates the issue to Support Operations or dispatches a hardware repair order to Veritas Field Services.