Remote Code Load for FlashSystem

I. Initial request

1) Client (or Technical Account Manager) submits a booking request following the steps in "Instructions"

2) IBM Ticket (CSP case) is automatically created and routed to Remote Code Load (RCL) support mission right after a booking is submitted. CSP case number is automatically entered into the booking entry.

3) Client receives an automated email confirming that the RCL team has received the booking request. This email is not a confirmation of the service.

4) Booking request is manually reviewed. Once the booking is approved, an RCL agent sends out a confirmation email within 24 hours. The confirmation email contains details of the booking as well as the standard requirements and recommendations for a Remote Code Load. 

Note! If the requested slot is not available, client will be offered a similar slot close to the requested time.

II. Steps during the scheduled activity and estimated time

1) Health check and Preload
If a specific time slot was not chosen for the preload, the preload takes place 2 - 3 days before the scheduled code upgrade. An RCL engineer checks the machine for any errors that need to be fixed before the code upgrade and uploads the files necessary for the code upgrade. Preload is non-disruptive and can be done during production time.

The preload process is as follows:

1. Uploading the new code bundle. Estimated time: 60 - 120 minutes.
2. Running preupgrade checks. Estimated time: 30 - 60 minutes.

2) Code Activation
At the scheduled date and time for the code upgrade, RCL engineer contacts the client and perform the code upgrade procedure along with health checks before and after it completes. 

FCM Upgrade

1. Uploading the Drive Firmware. Estimated time: 30 - 60 minutes. 
2. Upgrading the Drive Firmware. Estimated time: 5 minutes per drive.

FlashSystem code upgrade

The code upgrade process is as follows:

1. Running pre-upgrade checks. Estimated time: 30 - 60 minutes.
2. Code upgrade. Estimated time: 1 hour per node.

III. Customer communication

1) RCL team sends email reminder 30 - 60 minutes before any activity.

2) RCL team sends email updates on every 1 hour during each activity with current progress and next actions, as well as estimated time for each step.
Note! If "Progress Tracker" was selected for the Preferred Communication Method, email updates will not be sent every 1 hour and client is able to monitor the progress of the upgrade in real time.

3) RCL team sends a final email after each activity is completed.

IV. Collaboration

1) During all phases of the RCL Process, RCL team has a 24 x 7 direct link to the Support and Subject Matter Experts of the product. In case of any issues, the needed team is engaged and collaborate together with the RCL team for a quick resolution of the issue.

2) If an onsite repair is needed before, during, or after RCL, the RCL engineer will open a hardware ticket. The ticket is routed to the Support team, who dispatches it to the field. SSR has a 24 x 7 quick connection to the Support team by using hot line or PMR updates.

Important! All issues during RCL are considered Severity 1 and are looked at with highest priority.

V. RCL Contacts

The best option to contact the RCL team is by replying to the confirmation email, without changing the subject line. This ensures the email gets attached to your booking and IBM ticket and the first available RCL engineer will contact you. 

• For emergency situations: Direct line: 1-800-IBM-SERV (+1-919-864-3512), option 2, option 9, premium access code (DAC#) 91650
• For general questions and concerns: email: ibmrcl@us.ibm.com
• To request a callback: 1-800-IBM-SERV, provide the CSP Case # and request a callback. (see the IBM-SERV phone number for your country here - https://www.ibm.com/planetwide/)