Automated Support for Mission-Critical Infrastructure
In modern enterprise environments, system uptime and rapid fault resolution are non-negotiable. As cyber threats grow more sophisticated, organizations must adopt proactive strategies to maintain operational continuity. IBM’s latest enhancement to Storage Defender Ready Nodes introduces Call Home support via Electronic Service Agent™ (ESA)—a secure, automated support mechanism designed to streamline diagnostics and accelerate recovery.
What is ESA?
IBM Electronic Service Agent™ (ESA) is a lightweight, installable software agent that continuously monitors system health and automatically transmits diagnostic data to IBM Support when anomalies are detected. This Call Home capability eliminates manual intervention, enabling faster triage and resolution.
Key Technical Capabilities:
- Automated error log collection and transmission
- Cross-platform diagnostics
- End-to-end encrypted communication via TLS (128/256-bit)
- HTTPS outbound traffic with support for proxy and authenticating firewalls
- Unique authentication keys and token-based access control
- No transmission of customer business data—only system health and error metadata
Operational Benefits
- Accelerated Time-to-Resolution: Immediate log uploads and automated support ticket creation
- Reduced Operational Overhead: No need for manual diagnostics or support calls
- Improved Cyber Resilience: Early detection and proactive maintenance reduce exposure to downtime and security risks
- Unified Support Experience: ESA integrates with IBM’s support infrastructure, providing a consistent experience across platforms
Security First
ESA is engineered with enterprise-grade security in mind. All communications are encrypted, and access is restricted to authorized IBM support personnel. The agent adheres to industry standards for secure data transport and account protection.
Get Started Today
ESA is included at no additional cost for systems under active warranty or maintenance agreements. To enable ESA:
- Visit the ESA Planning & Download Page
- Contact your IBM representative for activation assistance