IBM Storage has implemented a remote capability to upgrade code on clients’ entitled storage products, which is referred to as “Remote Code Load (RCL)”.  The RCL method is the preferred code delivery, which has proved to be efficient and secure for both IBM and our clients.

What value does an RCL provide to clients

RCL provides important benefits as compared to traditional code upgrade methods:

1. Efficient: Assists IBM storage systems clients in maintaining code currency.
2. Effective: A proven code delivery method.
3. Trusted: Experienced IBM technical staff oversee the code load process end-to-end.
4. Agile: Avoids the need to plan and schedule a System Service Representative (SSR) to be available at the client’s site.

Which IBM Storage products are entitled to receive RCL support during their warranty periods

Are RCLs optional, and can clients still request an onsite code upgrade that is performed by an SSR

• All DS8880 and DS8880F models under warranty use RCL as the preferred delivery method for code upgrades.  Onsite SSR code upgrades require an exception approval by contacting Andreas Meinel (ameinel@us.ibm.com).  Starting with DS8900F, all next-generation DS8K products leverage RCL as the default method for code upgrades. Any deviations requiring onsite SSR code upgrades represent a chargeable feature that can be procured at the time of product purchase.
• For the TS7760 (Model VEC), RCL is the preferred delivery method, although onsite SSR code upgrades are available for those clients who prefer this option. Onsite SSR code upgrades require an exception approval by contacting Andreas Meinel (ameinel@us.ibm.com). Starting with TS7770 (VED) and all next generation Tape products leverage RCL as the default method for code upgrade. Any deviations requiring onsite SSR code upgrades represent a chargeable feature that can be procured at the time of product purchase.
• Stand-alone TS4500 (not attached to TS7700) onsite SSR code upgrades require an exception approval by contacting Andreas Meinel (ameinel@us.ibm.com).

How do clients schedule an RCL

For IBM storage products with Expert Care Premium, RCL is included and can be scheduled by contacting the Technical Account Manager (TAM). The client works with the TAM to plan a date and time for the code upgrade.

For IBM storage products, which have a Technical Advisor (TA) assigned through the warranty period, the TA works with the client to plan code upgrades through the warranty period. 

For IBM storage products that do not have a TA assigned through the warranty period, such as the TS7760 and TS7770, RCLs can be scheduled by contacting the IBM RCL Support team (ibmrcl@us.ibm.com) or by accessing the IBM Support boarding webpage:  https://www.ibm.com/support/pages/ibm-remote-code-load

How can clients obtain an RCL service from IBM if their storage product is out of warranty, or not entitled to receive code upgrade support from IBM

Clients interested in receiving onsite code load support from IBM can purchase a separate code upgrade support services contract from IBM Global Technology Services.

For additional information, contact your IBM representative or visit the following website:  https://www-01.ibm.com/common/ssi/cgi-bin/ssialias?htmlfid=MTD03120USEN&appname=skmwww

What is the RCL process

The Remote Code Load process can be executed without interruptions to business operations. The RCL process & responsibilities vary based on the target product.  See more product-specific details as described in this document.

The RCL process consists of the following steps:

1. For storage products with a Technical Account Manager (TAM), the TAM provides customized code recommendations based on the client’s environment.  The TAM and client work together to plan the code upgrade, and the TAM schedules the upgrade with the RCL team.
2. A couple of days before the upgrade window, the RCL engineer initiate a remote session to the client’s storage system.  The RCL engineer downloads the appropriate code packages, perform various health checks, and prepare for the upgrade.
3. During the client’s maintenance window, the RCL engineer reconnects to the client’s storage system and perform the upgrade.

What are the IBM and client responsibilities relative to planning and delivering an RCL

• Works with RCL Booking Tool to plan a date and time for the code upgrade.
• Ensures that the following prerequisites are in place to support an RCL:
  • xRSC must be enabled 
  • Call Home must be enabled and working for problem reporting
  • All outstanding required repairs alerts for the target system must be fixed
• Client can request an RCL at anytime by scheduling an appointment through the IBM Booking tool

• Can work with the client to determine a target code level.
• Assist client in scheduling the remote code upgrade via the IBM booking tool.

• Downloads the code packages and runs the pre-checks a few days before the code upgrade.  This confirms that remote access works and ensures that the system is read for an upgrade.
• Upgrades the system remotely during the agreed upon maintenance window.
• Communicates status updates to the client throughout the process.

FlashSystem 7200, 7300, 9100, 9200, 9500, FS900, V9000, and SAN Volume Controller (SVC):

RCL is supported on FlashSystem 7200, 7300, 9100, 9200, 9500, SVC (2147), and V9000 systems at or above 8.1.0.

RCL is supported on FlashSystem 900 at or above 1.5.0.0.

The Client:

• Works with their Technical Account Manager to plan a date and time for the code upgrade.
• Ensures that the following prerequisites are in place to support an RCL:

1. Any failed hardware components should be replaced before the upgrade.
2. Call Home must be configured.  This can be configured with the GUI: Settings > Notifications > Email.
3. Service IPs are required for both canisters.  These can be configured with the GUI: Settings > Network > Service IPs.
4. A DNS server must be defined.  This can be configured with the GUI: Settings > System > DNS.
5. There are firewall requirements, as well as IP addresses and relevant ports documented in IBM Knowledge Center: Configuring support assistance
6. Lastly, Remote Support Assistance must be enabled.  This can be performed with the GUI: Settings > Support > Support Assistance.  Remote support can be enabled indefinitely or on a per session basis.

The Technical Account Manager:

• Works with the client to determine a target code level and set a date and time for the code upgrade.
• Schedules the remote code upgrade via the IBM booking tool.
• Monitors the activities through completion.

The RCL engineer:

• Downloads the code packages and runs the pre-checks a few days before the code upgrade.  This confirms that remote access works and ensures that the system is read for an upgrade.
• Upgrades the system remotely during the agreed upon maintenance window.
• Communicates status updates to the client throughout the process.

DS8000:

88.x.x.x code is only applicable for DS8880s.

89.x.x.x code is only applicable for DS8900s.

The Client:

• Works with their Technical Account Manager to plan a time and a date for the code upgrade, which occurs after completing the following prerequisite tasks.  RCL is available on all DS8880 and higher code levels. It requires configuring Assist On-Site (AOS) or Remote Support Center (RSC), the same secure connection method used for the DS8000 system autonomic call-home process for service.
• Clients leveraging AOS jump server, their internal firewall must allow traffic for port 443 between the jump server and the HMCs
  • Additional information on AOS jump server configurations can be found in the IBM Assist On-site for Storage Overview (Page 21) 
• The storage admin should review the following webpage for prerequisites, messages seen during RCL activities, and other recommendations:
  • https://www.ibm.com/support/pages/node/6585326 

The Technical Account Manager:

• Works with the client to determine a target code level and set a date and time for the code upgrade.
• Schedules the remote code upgrade via the IBM booking tool.
• Monitors the activities through completion.

The RCL engineer:

• Downloads the code packages and runs the pre-checks a few days before the code upgrade.  This confirms that remote access works and ensures that the system is read for an upgrade.
• Upgrades the system remotely during the agreed upon maintenance window.
• Communicates status updates to the client throughout the process.

A9000/R:

RCL is supported on A9K systems at or above 12.2.0.

The Client:

• Works with their Technical Account Manager to plan a time and a date for the code upgrade, which occurs after completing the following prerequisite tasks. A remote upgrade requires the availability of remote connectivity, and approval to allow remote code load.
• Ensures that the following prerequisites are in place to support an RCL:

The Technical Account Manager:

• Works with the client to determine a target code level and set a date and time for the code upgrade.
• Schedules the remote code upgrade via the IBM Booking Tool.
• Monitors the activities through completion.

The RCL engineer:

• Downloads the code packages and runs the pre-checks a few days before the code upgrade.  This confirms that remote access works and ensures that the system is read for an upgrade.
• Upgrades the system remotely during the agreed upon maintenance window.
• Communicates status updates to the client throughout the process.

TS7700:

Code upgrades can require two code jumps depending on the target level if the starting code level is 8.42.x.x or below.

The Client:

• Confirms which systems require RCL and ensures that the systems are available (that is, host jobs have been stopped).
• Schedule remote code update via booking tool or contact the RCL team via IBM Support ticket.
• Ensures that the following prerequisites are in place to support an RCL:

1. Any failed hardware components should be replaced before the upgrade.
2. AOS / Remote Support Center (xRSC) for access to the TS7700 must be configured to allow remote access to the system’s TSSC.
3. Defines which code level is intended for the upgrade, and defines possible deviations from the standard VTD_EXECs.

The RCL engineer:

• Downloads the code packages and runs the pre-checks a few days before the code upgrade.  This confirms that remote access works and ensures that the system is read for an upgrade.
• Upgrades the system remotely during the agreed upon maintenance window.
• Installs all pertinent VTD_EXECs as part of the RCL process. The latest version available will be used unless the client requests a different version.
• Communicates status updates throughout the upgrade process.