Veritas™ Appliance AutoSupport Reference Guide
- Product overview
- Call Home security
- Configuring client settings on NetBackup and Access appliances
- Configuring client settings on a Flex appliance
- Using the MyAppliance portal
- NetBackup Product Improvement Program
- Appendix A. Frequently Asked Questions
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.