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SGI Electronic Support
007-4857-002 151
The sequence of events can be described as follows:
1. Embedded Support Partner (ESP) monitors your system 24 hours a day.
2. When a specified system event is detected, ESP notifies SGI via e-mail (plain text or
encrypted).
3. Applications that are running at SGI analyze the information, determine whether a support
case should be opened, and open a case if necessary. You and SGI support engineers are
contacted (via pager or e-mail) with the case ID and problem description.
4. SGI Knowledgebase searches thousands of tested solutions for possible fixes to the problem.
Solutions that are located in SGI Knowledgebase are attached to the service case.
5. You and the SGI support engineers can view and manage the case by using Supportfolio
Online as well as search for additional solutions or schedule maintenance.
6. Implement the solution.
Most of these actions occur automatically, and you may receive solutions to problems before they
affect system availability. You also may be able to return your system to service sooner if it is out
of service.
In addition to the event monitoring and problem reporting, SGI Electronic Support monitors both
system configuration (to help with asset management) and system availability and performance
(to help with capacity planning).