Avamar PSB 018A

Avamar-PSB-018/A Avamar Data Store Gen4T Revision A Date: September 13, 2016
Template #: CS-000-02 Re vision: 05 Page 1
Global Services Product Support Bulletin

Avamar Data Store Gen4T
Contents
1.0 INTRODUCTION ............................................................................................................................2
2.0 APPLICABILITY ............................................................................................................................2
3.0 GENERAL AVAILABILITY DATE.....................................................................................................2
4.0 GLOBAL SERVICES PROGRAM MANAGER ...................................................................................2
5.0 REVISION HISTORY ......................................................................................................................2
6.0 PRODUCT DESCRIPTION ..............................................................................................................2
6.1 OVERVIEW ...................................................................................................................................3
6.2 NEW FEATURES.............................................................................................................................3
6.3 DIAGRAM .....................................................................................................................................3
6.4 NEW SERVICEABILITY FEATURES .......................................................................................................6
7.0 HARDWARE AND SOFTWARE CONFIGURATIONS .........................................................................7
7.1 HARDWARE REQUIREMENTS .............................................................................................................7
7.2 SOFTWARE REQUIREMENTS .............................................................................................................7
7.3 PRODUCT FIRMWARE REQUIREMENTS ................................................................................................7
7.4 OTHER EMC PRODUCT REQUIREMENT ...............................................................................................7
7.5 THIRD-PARTY SOFTWARE REQUIREMENTS...........................................................................................7
8.0 PRODUCT MODEL NUMBERS .......................................................................................................8
9.0 PARTS AND LOGISTICAL INFORMATION.......................................................................................8
10.0 LICENSING .................................................................................................................................9
11.0 UPGRADE STRATEGY (PRODUCT REVISIONS OR REPLACEMENTS) ...........................................9
11.1 SOFTWARE UPGRADE REQUIREMENTS ..............................................................................................9
11.2 HARDWARE UPGRADE REQUIREMENTS..............................................................................................9
11.3 OPERATING ENVIRONMENT CODE UPGRADE CONSIDERATIONS ............................................................. 10
12.0 HARDWARE AND OPERATING SYSTEM REQUIREMENTS .......................................................... 11
12.1 OPERATING ENVIRONMENT RELEASE HISTORY.................................................................................. 11
12.2 SUPPORTED SOFTWARE COMPONENTS ........................................................................................... 11
13.0 INSTALLATION STRATEGY ....................................................................................................... 12
13.1 INSTALLATION/IMPLEMENTATION AND FRU/CRU STRATEGY................................................................. 12
13.2 FIELD PROCESS FOR INSTALLATIONS .............................................................................................. 12
14.1 PROFESSIONAL SERVICES OFFERINGS ............................................................................................ 13
15.0 SUPPORT STRATEGY ............................................................................................................... 13
15.1 EMC SUPPORT MATRIX (ESM)..................................................................................................... 14
15.2 EMC REMOTE CONNECTION STRATEGY .......................................................................................... 14
15.3 CUSTOMER SERVICE ENGINEERS RESPONSIBILITIES........................................................................... 14
16.0 PARTNER STRATEGY ............................................................................................................... 15
16.1 PARTNER INSTALLATION/IMPLEMENTATION STRATEGY......................................................................... 15
17.0 SOFTWARE DOWNLOAD INFORMATION ................................................................................... 15
18.0 TRAINING STRATEGY ............................................................................................................... 15
18.1 GLOBAL TECHNICAL TRAINING....................................................................................................... 15
18.2 CUSTOMER TRAINING.................................................................................................................. 15
19.0 SKILL MANAGEMENT SYSTEM STRATEGY ............................................................................... 16
20.0 WARRANTY AND POST WARRANTY SUPPORT ......................................................................... 16
21.0 REFERENCE DOCUMENTATION ................................................................................................ 17
22.0 WHITE PAPERS AND OTHER RESOURCES ................................................................................ 17
Dell EMC² 171 South Street Hopkinton, MA 01748  Tel. (508) 435-1000
This document contains time sensitive material and is EMC CONFIDENTIAL INFORMATION – FOR EMC GLOBAL
SERVICES PERSONNEL AND EMC AUTHORIZED SERVICE PARTNERS INTERNAL U SE ONLY.
1.0 Introduction
This Product Support Bulletin (PSB) provides Avamar Data Store (ADS) Gen4T product release information.
2.0 Applicability
This PSB is Dell EMC® confidential and is intended for Dell EMC Global Services personnel and
Authorized Service Partners only. The information in this PSB applies to the Gen3 PSB-01, Gen4 ADS
PSB-07 and Avamar 4S PSB-09 releases.
3.0 General Availability Date

The General Availability (GA) date for the Avamar Data Store (ADS) Gen4T was June 9th, 2016.
No Directed Availability (DA) for the Avamar Data Store (ADS) Gen4T.
4.0 Global Services Program Manager

Hien Do
2441 Mission College Blvd.
Santa Clara, CA
Phone: 408 980 4520
5.0 Revision History

Table 1. Product Support Bulletin Publication History
Document Number Publication Date Comments
Avamar-PSB-018 June 9, 2016 GA-Initial product release.
Avamar-PSB-018/A September 13, 2016 Revision change section 6.1 and 6.4.
6.0 Product Description

Avamar is a purpose built backup appliance (PPBA) that addresses data protection challenges for Dell
EMC customers. Avamar provides effective data protection for file systems, enterprise applications, VM
images and NAS filers to either ADS or Data Domain t arget devices via its centralized management
capabilities. Its flexible architecture allows environments to scale seamlessly and meet compliance and
retention needs by providing effective operational and disaster recovery capabilities. This document
specifically addresses the need for the ADS hardware platform.
6.1 Overview
Avamar Data Store Gen4T project objectives are to:
 Deliver a Data Store portfolio equivalent in functionality and performance to Gen4 and Gen4S
o Avamar Data Store storage node
o Avamar NDMP Accelerator node
o Utility node
o Griffin related products
 Based on current generation (on release date) Intel architecture (i.e. Haswell generation).
 Compatible and interoperable with Gen4 and Gen4S systems (including Gen4 grid expansion and
Gen4S grid expansion).
 Reduce COGS and increase margins.
This program will deliver add node to all existing Gen4 and Gen4S. The new hardware platform will
adhere to all Gen4S “Hyla” product requirements. The Gen4T is strictly a platform refresh. There are no
new storage capacity points or new functionality.
6.2 New Features

The Gen4T is strictly Gen4s platform refresh. There are no new storage capacity points or new
functionality. This program will deliver add node types to all existing Gen4 and Gen4S, that will target
GA+ 60 days. The new hardware platform will adhere to all Gen4S “Hyla” product requirements.
Gen4T offer FRU replacement instead of the whole node replacement. The Avamar SolVe Desktop is
being expanded with additional procedures to support inst allation/implementation as well as end-to-end
(i.e. SW and HW activities) FRU/CRU procedures.
The Avamar SolVe Desktop can be downloaded from Online Support : https://support.emc.com/
6.3 Diagram
ADS Gen4T Hardware
Figure 1 Gen4T Node with Bezel
Figure 2 Interior Components
Figure 3 Front View
Table 2. Hard Drives by Node Type

Feature Description
Hard drives Utility: Two 3.5" 2 TB hot swappable hard drives
M600: Four 3.5" 2 TB hot swappable hard drives
M1200: Six 3.5" 2 TB hot swappable hard drives
M2400: Twelve 3.5" 2 TB hot swappable hard drives
S2400: Eight 3.5" 2 TB hot swappable hard drives
Figure 4 Rear View
Table 3. Features
Feature Description
Service tag A pull-out label with the serial number and other system information.
Power supply #0 1100W power supply.
Power supply #1 1100W power supply.
SLIC bays Hosts for network and storage interfaces. See the following table for more information about the
available SLIC configurations. Each 10GBase-T or 10GbE Twinax/Optical SLIC hosts four network
ports (NIC0 through NIC3), numbered from bottom to top. All unoccupied bays contain fillers.
SSD bays Host for SSD storage devices. Bay 0 is on the left and bay 1 is on the right. Only the S2400 and
M2400 contain an SSD. All other models contain two fillers.
RMC shared port The remote management port that is used to share remote management traffic and backup traffic.
RMC dedicated port The remote management port that is used when remote management traffic is not shared.
USB port Connects a USB device.
Serial port Connects a device via RS-232 to provide direct access to the console.
Note - Gen4T hardware does not support direct monitor and keyboard connectivity.
Do Not Unplug LED Indicates that the node should not be powered off or unplugged, typically due to an ongoing
firmware update.
Service LED Indicates that the node requires some type of service.
Power LED Indicates that the node is powered on.
Reset Reset the node by using the end of a paper clip to press the Reset button. Use this bu tton only if
directed to do so by qualified support personnel.
Table 4. SLIC Configurations

Node Type SLIC Bay 0 SLIC Bay 1
Utility, M600, M1200, M2400, Accelerator 10GBase-T 10GBase-T
10GbE Twinax/Optical
S2400 10GBase-T
6.4 New Serviceability Features

 Common, consistent connection method (serial port) for all node types provides consistent
process for onsite break/fix activities
 The Avamar Solve Generator covers all updated procedures for Gen4T. Gen4T FRU replacement
procedures include all operations to isolate and identify the problem hardware, perform software
operations needed prior to hardware replacement, the steps for the hardware replacement, and
any software steps needed to complete the operation post hardware replacement. Gen4T
installation/replacement procedures include hardware and software steps written up so as to limit
calls to customer support.
 Gen4T supports the expansion of Gen4/Gen4s grids with Gen4T nodes , provided the grid is
running the minimum Avamar software version compatible with Gen4T (Avamar v7.3).
 All installation/implementation procedures are updated for homogeneous and heterogeneous grid
configurations.
 All disks and power supplies on Gen4T servers are identified by unique serial numbers entered
into the Install Base database for quality and reliability reporting. The component serial numbers
must be included in the material debrief process as part of a FRU/CRU replacement.
 Gen4T shall report all failures and predictive failures of all hardware components critical to the
continued operation of the Avamar product via both ConnectEMC and Avalanche.
 Unique, error code reporting on server hardware errors on the Gen4T platform such as is
consistent with reporting of actionable errors on the Gen4 platform. The new error/event codes
introduced shall be documented with clear concise description of the event/error, probable cause
and troubleshooting steps and required corrective actions.
7.0 Hardware and Software Configurations

Product documentation including Release Notes can be found through the Online Support web site:
https://support.emc.com/products
7.1 Hardware Requirements

New for Gen4T (Gen4S Platform Refresh) on Europa Platform
1. Maintain ADS Product Lines
2. 10GbE Accelerator Node for faster NDMP backups to DD
3. Supportability enhancements
4. Quicker time to deploy
7.2 Software Requirements

The operating system for Gen4T has been updated from SLES11 SP1 to SLES11 SP3.
Avamar Server Software is available for SLES 11 applicable for Avamar Data Store Gen4, Gen4S and
Gen4T hardware.
Avamar Virtual Edition supports VMware ESX Server 5.1, 5.5 and 6.0 platforms.
7.3 Product Firmware Requirements

Procedures in Solve Desktop will provide the steps to install or upgrade to the proper firmware
version as required.
7.4 Other Product Requirements

1. ADS Gen4T hardware can only run Avamar software version 7.3 or later.
2. ADS Gen4T nodes are compatible with ADS Gen4 and Gen4S nodes as long as Avamar
software version is 7.3 or later.
3. ADS Gen4T does not support full node replacements. Full node replacements for Gen4 and
Gen4S are “like for like”, meaning a Gen4 node must be replaced with another Gen4 node and a
Gen4S node must be replaced with another Gen4S node.
4. Gen4T nodes can be used to expand capacity of Gen4/Gen4S multi-node systems as long as
Avamar software version is 7.3 or later.
7.5 Third-Party Software Requirements

To provide full functionality with the supported clients, Avamar depends upon Eldos
(for SharePoint, Exchange, Hyper-V & VMware GLR) and Power Controls (for SharePoint GLR).
8.0 Product Model Numbers
Table 5. Model Numbers

Model Number PSNT/TLA Number Description
Gen4T SKU Assemblies - Factory
AVMUTILMG4T 100-580-201-01 AVAMAR G4T UTILITY NODE MANF INSTL
AVM1200MG4T 100-580-202-01 AVAMAR G4T M1200 NODE MANF INSTL
Gen4T SKU Assemblies - Field
AVMUTILFG4T 100-580-201-01 AVAMAR G4T UTILITY NODE FLD INSTL
AVM600FG4T 100-580-207-02 AVAMAR G4T M600 NODE FLD INSTL
AVMACC10FG4T 100-580-205-01 AVAMAR G4T ACCELERATOR 10GB FLD INSTL
AVMA600FG4T 100-580-207-02 AVAMAR G4T M600 SVR FLD INSTL
Gen4T SKU Assemblies - Upgrade
AVM600UG4T 100-580-207-02 AVAMAR G4T M600 UPGRD FLD INSTL
AVMS2400FG4T 100-580-208-05 AVAMAR G4T S2400 ABE FLD INSTL
9.0 Parts and Logistical Information

Refer to the Parts Compatibility Database (PCD) for current and alternate CRU/FRU part numbers.
Found at this URL: https://alliance.emc.com
Table 6. CRU / FRU List

Model Number Part Number Description Stocking FRU CRU
Strategy
Avamar - Other 110-335-591B-00 AVM G4T L7 Tier A SP 1CPU 16GB Local 
Avamar - Other 110-335-591B-00 AVM G4T L7 Tier B SP 1CPU 32GB Local 
Avamar - Other 110-335-595B-00 AVM G4T L7 Tier C SP 2CPU 48GB Local 
Avamar - Other 100-555-681-00 Europa Chassis TLA FRU Local 
Avamar - Other 100-555-081-00 ASSY FAN TLA EUROPA FRU DC 
Avamar - Other 071-000-608-01 GEN1 PLUS CFF Wide Range 1050W ACDC PSU DC 
Avamar - Other 005051760 DV 2TB 7.2K 3.5 6Gb SAS 512 12 T DC 
Avamar - Other 005051827 DV 200G SSD 2.5 6G SAS 512 25 T Local 
Avamar - Other 100-564-192-00 8GBYTE REGISTERED DIMM TLA DDR4-2133 Local 
Avamar - Other 303-254-100C-00 PCB TLA QUAD-PORT 10G CU IO MODULE Local 
Avamar - Other 303-242-100C-01 QUAD-PORT 10GBE ETHERNET TOE ISCSI Local 
Avamar - Other 019-078-041 SFP+ MULTI MODE 10GIGE OPTICAL XCVR Local 
Avamar - Other 106-580-043 AVM G4T Adjustable Rail Assy new Optional 
Avamar - Other 106-580-034-00 Field accessory Kit Optional 
10.0 Licensing
Licensing is achieved through the Avamar SW license. Avamar HW is not licensed and is sold for
exclusive use with the Avamar Data Store and cannot be repurposed.
Avamar Server software includes an End User License Agreement (EULA) on the utility/single node
for Avamar Data Store and Avamar Virtual Edition. When first installed Avamar has a temporary
license which allows the product to work for 30 days. During this period a permanent license must be
obtained and installed. Implementing engineers should contact licensing (licensing@emc.com) to
obtain permanent licenses.
11.0 Upgrade Strategy (Product Revisions or Replacements)

Upgrades, either hardware or software, can only be performed on healthy ADS systems. The initial step
of each activity is to validate system health and to engage support to remediate any errors before
proceeding if a system is not validated.
11.1 Software Upgrade Requirements

Avamar Server Software are not customer-enabled they must performed by Remote Proactive
Support (RemPro) or Dell EMC Field Support Services if remote access to the server is not
possible. These upgrades are covered under the customer’s software support maintenance contract.
Refer to the Avamar 7.3 Release Notes for additional upgrade details.
11.2 Hardware Upgrade Requirements

All nodes in an Avamar Data Store must be the same size capacity run the same family of OS, and the
same version of Avamar Server software. ADS multi-node grids can be expanded for additional capacity
by purchasing expansion nodes consistent with the other data storage nodes in the grid and the
associated TS/Authorized Service Partner services to install and implement. Customers are NOT
authorized to install the expansion nodes in a multi-node grid.
Capacity can be increased in one node increments but two nodes is the minimum expansion. After the
additional nodes are added to the system (a maximum of four at a time) the system must be re-balanced to
distribute the existing data over the additional nodes. The duration of the rebalancing process depends on
the amount of data, the size of the grid and whether a priority or background rebalance is selected. Add-
node and rebalance procedures are available in the Avamar Solve Generator (In Solve Desktop.)
Single-node, fixed capacity servers cannot be expanded. Customers must purchase additional hardware
and services to install/implement either a larger capacity single-node or multi-node system, and the
services to migrate existing data to new systems.
11.3 Operating Environment Code Upgrade Considerations

The following new error/event codes and Service Request (SR) /filtering/auto-routing/throttling rules have
been introduced with Avamar v7.3 for the ADS Gen4T platform. Knowledge Base Articles will be
updated/created for the new error codes.
Table 7. Error/Event Codes
EventID Event Type Event Name Create SR
52700 ERROR W_CRIT_BMC_ERR_G4T Y
52701 ERROR HW_MAJOR_BMC_ERR_G4T Y
52702 ERROR HW_PWR_SPY_DISCONNECT_G4T N
52703 INFORMATION HW_PWR_SPY_REDUNDANT_G4T N
52704 ERROR HW_TEMP_EXCEED_CRIT_THRESHOLD_G4T Y
52705 INFORMATION HW_TEMP_OK_CRIT_THRESHOLD_G4T N
52706 WARNING HW_TEMP_EXCEED_NONCRIT_THRESHOLD_G4T Y
52707 INFORMATION HW_TEMP_OK_NONCRIT_THRESHOLD_G4T N
52708 ERROR HW_FAN_EXCEED_CRIT_THRESHOLD_G4T Y
52709 INFORMATION HW_FAN_OK_CRIT_THRESHOLD_G4T N
52710 WARNING HW_FAN_EXCEED_NONCRIT_THRESHOLD_G4T Y
52711 INFORMATION HW_FAN_OK_NONCRIT_THRESHOLD_G4T N
52712 ERROR HW_CMOS_BATT_THRESHOLD_ERR_G4T Y
52713 ERROR HW_MEM_DIMM_ERR_G4T Y
52714 ERROR HW_FSR_MEMORY_FAULT_G4T Y
52715 ERROR HW_FSR_DRIVE_FAULT_G4T Y
52716 ERROR HW_FSR_SLIC_FAULT_G4T Y
52717 ERROR HW_FSR_POWER_FAULT_G4T Y
52718 ERROR HW_FSR_FAN_FAULT_G4T Y
52719 ERROR HW_FSR_ROOT_I2C_BUS_SEGMENT_FAULT_G4T Y
52720 ERROR HW_FSR_IO_I2C_BUS_SEGMENT_FAULT_G4T Y
52721 ERROR HW_FSR_OTHER_I2C_BUS_SEGMENT_FAULT_G4T Y
52722 ERROR HW_FSR_MISC_FAULT_G4T Y
52723 ERROR HW_SXP_UNRECOVERABLE_ERROR_G4T Y
52724 ERROR HW_SXP_CRITICAL_ERROR_G4T Y
52725 ERROR HW_SXP_NONCRITICAL_ERROR_G4T Y
52726 ERROR HW_RESUPD_LIBPLATFORM_ERR_G4T Y
52727 WARNING HW_RESUPD_WARN_G4T N
52728 ERROR HW_RESUPD_CHASSIS_ERR_G4T Y
52750 ERROR HW_STORAGE_ERR_INVESTIGATE_G4T Y
52751 ERROR HW_STORAGE_ERR_BAD_STRIPE_G4T Y
52752 ERROR HW_STORAGE_TRANSIENT_INVESTIGATE_G4T Y
52754 INFORMATION HW_STORAGE_INFO_STATUS_G4T N
52755 ERROR HW_VDISK_LOST_REDUND_G4T Y
52756 ERROR HW_VDISK_REBUILD_FAIL_G4T Y
52757 ERROR HW_VDISK_OPERATION_FAIL_G4T Y
52758 WARNING HW_VDISK_SUBOPTIMAL_G4T Y
52759 ERROR HW_STORAGE_ERR_REPLACE_DISK_G4T Y
Table 7. Error/Event Codes, continued

EventID Event Type Event Name Create SR
52760 INFORMATION HW_STORAGE_DISK_REPLACED_G4T N
52761 INFORMATION HW_STORAGE_DISK_ADDED_G4T N
52762 WARNING HW_PHYS_DISK_REMOVED_G4T N
52763 ERROR HW_STORAGE_VERIFY_FAIL_DISK_G4T Y
52764 ERROR HW_PHYS_DISK_BAD_BLOCK_G4T Y
52765 INFORMATION HW_PHYS_DISK_BAD_BLOCK_FIXED_G4T N
52766 WARNING HW_SSD_WEAR_LEVEL_G4T Y
52767 ERROR HW_STORAGE_BBU_DATA_LOST_G4T Y
52768 WARNING HW_STORAGE_BBU_OVER_TEMP_G4T Y
52769 ERROR HW_STORAGE_BATTERY_BAD_G4T Y
52770 INFORMATION HW_STORAGE_BBU_TEMP_NORMAL_G4T N
12.0 Hardware and Operating System Requirements

All configuration information is defined in the E -Lab interoperability navigator available from:
http://compatibilityguide.emc.com:8080/CompGuideApp/
For a list of currently supported versions of operating systems, refer to the Online Support web
site: https://support.emc.com/products/Avamar
12.1 Operating Environment Release History
Avamar Server software is available for SUSE Linux Enterprise Server (SLES) 11
12.2 Supported Software Components

For a list of currently supported software components, refer to the Online Support web site for the
ESM: http://compatibilityguide.emc.com:8080/CompGuideApp/
13.0 Installation Strategy

Installation of Avamar hardware consists of physical mounting nodes into a rack, cabling, power and
setting network IP addresses as appropriate. Customers are enabled to install single-node Avamar
servers, but all multi-node installations require either Dell EMC or Authorized Service Partners.
Technical service kit index is available through EMC.com.
Installation / implementation of Avamar software is currently restricted to Dell EMC Professional Services
and Authorized Service Partners.
13.1 Installation/Implementation and FRU/CRU Strategy

The installation and implementation strategy for Gen4T is consistent with Gen4 and Gen4S.
The CRU strategy for Gen4T is consistent with Gen4 and Gen4S in that only Hard Disk Drives (HDD) and
Power Supply Units (PSU) are customer replaceable units (CRU).
The FRU strategy for Gen4T has changed compared to Gen4 and Gen4S. The FRU strategy for Gen4T
is for granular FRUs which means that only the defective component in the system is replaced. Gen4T
introduces the following new field replaceable units (FRU): DIMMs (memory module), Fans, SLICs (Small
I/O card), SSDs (Solid State Drive), SPs (Storage Processor) and Chassis. Gen4T does not support full
node replacements or node transplants.
Table 8. Installation/Implementation
Installation/Replacement Task Customer- GCS and Included in Partner-
enabled? PS service Support? enabled?
available?
Initial installation of Single node system Yes Yes No Yes
Initial implementation of Single node system No Yes No Yes
Initial installation of Multi-node RAIN system No Yes No Yes
Initial implementation of Multi-node RAIN system No Yes No Yes
Installation of expansion node(s) for Multi-node RAIN system No Yes No Yes
Implementation of expansion node(s) for Multi-node RAIN system No Yes No Yes
Removal and installation of replacement Disk in any Data Store Yes No Premium Yes
Gen4T node type
Removal and installation of replacement Pow er Supply in any Data Yes No Premium Yes
Store Gen4T node type
Removal, installation and implementation of replacement Comm. No No Enhanced, Yes
Module (sw itch) in any Multi-node RAIN system Premium
Removal, installation and implementation of the follow ing FRU No No Enhanced, Yes
parts: DIMM, Fan, SSD, SLIC, SP and Chassis in any Gen4T Premium
single node or Mutli-node RAIN system
13.2 Field Process for Installations

The Avamar Solve Desktop is being expanded with additional procedures to support
installation/implementation and end-to-end (hardware and software activities) FRU/CRU procedures.
The Avamar SolVe Desktop can be downloaded from Online Support : https://support.emc.com/
Search Field: SolVe Desktop > (Download the Solve Desktop tool- All Generators will be within Solve Desktop)
To Take advantage of the latest information, please open your SolVe Desktop Start > All Programs >
EMC > SolVe Desktop and click on the Avamar icon to update or install the content.
14.0 Implementation Strategy
14.1 Professional Services Offerings

Dell EMC Professional Services has created several offerings to support customer installations.
Documentation is available after product release from the Service Offering Index on Online Support.
The new custom AV to AV/DD migration service and the new L1 Implementation Assistance for AVE
service (PS-BAS-AVEIA) can also be found at this location.
15.0 Support Strategy

Support Strategy for Gen4T HW will be the same as for Avamar Software and Avamar Data Store Gen4
and Gen4s. Worldwide call volume will be channeled into the GTS Avamar support queue. CSS GTS
Avamar support is located in Hopkinton, Burlington, Irvine, Burlington, Canada, (Barueri) Brazil, Cork,
Cairo, Bangalore, Shanghai, Tokyo and North Ryde (Australia).
GCS engagement should be under collaboration with GTS for Solution Support and Local knowledge
engagements. Consistent availability of language support is key for GCS engagement in the EMEA.
Table 9. Support Plan
Support Delivery Primary Group Comment
L1 GTS Global teams follow the sun
L2 GTS Avamar SMEs as designated by Managers
L3 Avamar Apps Located in Irvine, CA
Engineering
FRUs GCS Engaged by CSS-Remote and may require cooperative
effort to complete all required replacement tasks.
Installation (HW) GCS, PS and
Authorized Partners
Implementation (SW) PS/TS and Authorized AVE is customer installable
Partners
Add-Node & Balance GCS and PS/TS Currently this activity is restricted to be performed by Dell
EMC resources only
SW Upgrades, patches, etc. Remote Proactive The Remote Proactive team is b ecoming engaged to
(RemPro) support Avamar patch and SW upgrade activities. This
effort is b eing rolled out and is expected to b e ab le to
perform a large percentage of patch and upgrades that
are not deemed Customer performab le.
Call Handling and Escalations

Worldwide Dell EMC post-sales support is provided by Global Technical Support located in Hopkinton,
Burlington, Irvine, Burlington Canada, Barueri (Brazil), Cork, Cairo, Bangalore, Shanghai, Tokyo and
North Ryde (Australia). When needed, FSS (Field Support Specialist) and partners may be contacted to
assist in the field with problem resolution by performing log collection, additional diagnostics, or
implementation of new software or patches.
All Customer Service support activity is recorded in CSI. CSI cases may be logged via VIC (Voice Initiated
Call or telephone), WEB Online Support, Dial Home (email home alerts) and Live Chat. Customer Support
Technicians (CSTs) log all incoming calls and then route to the appropriate GTS call queue.
GTS escalated to GCS: If GTS discovers an existing customer hardware issue, GTS will coordinate with
GCS Field personnel (CE) to work the escalated open case as a product specific issue (break/fix).
GCS escalated to GTS: System issues discovered during install, upgrade, break/fix or migration service
calls that require additional support maybe escalated to GTS. The GTS team will perform problem
diagnosis, retrieve relevant log files, and manage escalation as required.
15.1 Dell EMC Support Matrix (ESM)

The ESM is available from Online Support. Refer to the Avamar Compatibility Matrix:
http://compatibilityguide.emc.com:8080/CompGuideA pp/
15.2 Dell EMC Remote Connection Strategy

Avamar Gen4T remote connection will manage through the Avamar sofware strategy.
Avamar sofware is configured by default to connect to SYR using either ConnectEMC (encrypted
email) or EMC Secure Remote Support (ESRS). Systems can also send daily logs and message
bundles to Avamar Avalanche, a legacy database maintained and leveraged by Avamar
Engineering for long-term trend analysis.
Avamar systems are identified by the software UID which is generated when the software is
implemented at the customer’s site. The UID consists of a concatenation of the UNIX
date/time stamp and the MAC address of the grid’s utility node. Once generated the UID persists
across hardware replacements and is only newly generated if the Avamar software is re-installed.
Avamar Virtual Edition software also generates a UID on which the MAC address is virtual and
within a MAC range registered to VMware.
A configuration file is sent daily to Avamar SYR. The file payload includes such information as
serial and part numbers of nodes that comprise the system, their status, used capacity and software
version. As of version 7.0 Avamar Software also provides a screen to collect Customer Administrator
contact information to facilitate faster engagement should proactive measures become necessary.
15.3 Customer Service Engineers Responsibilities

Customer Service Engineers are responsible for performing on-site hardware parts replacements
and some installation activities in the context of break-fix engagements.
16.0 Partner Strategy

Avamar hardware and software can be installed, implemented and serviced (L1/L2) by Authorized
Partners with the exception of Avamar software upgrades. Avamar software upgrades must be scheduled
through support.
16.1 Partner Installation/Implementation Strategy

Avamar installation/implementation is supported by the SolVe Desktop tool available through
https://support.emc.com/
Partners must also follow the design guidelines specified in the Installation Strategy section.
Partner Program and Services information is found on the Partner portal:
https://www.emc.com/auth/partnerportal.htm
17.0 Software Download Information

New Avamar software bundle installations for GA code are availabl e throug h Online Suppor t
https://support.emc.com/downloads/759_A vamar-Server.
Some Avamar Gen4T service procedures require additional software to be downloaded from the Dell EMC
FTP site. The information needed to obtain this software is provided in the Avamar Solve Generator in the
Solve Desktop application. This information is located under “Avamar Install and Upgrade Procedures >
Avamar Software Download Links” and then selecting an Avamar software version of Avamar 7.3 or later.
18.0 Training Strategy

Avamar Gen4T- Installation and Troubleshooting Recorded Knowledge Transfer
This course provides a technical overview of Avamar Gen4T features and enhancements.
The goal of this course is introduce you to the new installation, tools, commands and troubleshooting
found in the Avamar Gen4T release.
This two-hour eLearning course is intended for Global Services Professionals and Dell EMC Partners
who support Avamar.
To register: https://education.emc.com/index_login.htm?id=814850579
Training: http://education.emc.com
In addition to the link above, these courses will be available from the Technical Training for New Product
Launches web site within five business days post GA: http://edu.corp.emc.com/gs/programs/npl.aspx
18.1 Global Technical Training

Global Services Training Course descriptions and learning paths are found at: https://education.emc.com
18.2 Customer Training

Customer training information can be found on the Online Support portal: https://edu.corp.emc.com/gs/
19.0 Skill Management System Strategy

After training, technical staff must submit an incremental skills assessment including a comment to record
the product version for which they are trained and also to indicate any change in proficiency. Click here to
start: Skills Management.
Table 10. Skills Management
Job Function SABA Role Skill
GS: Backup and Recovery GS: Avamar Corrective Maintenance
CS Engineer
(Customer Service Engineer) GS: Avamar Installation / Upgrade
FSS GS: Backup & Recovery (FSS) GS: Avamar Solution Support
TSE GS: Backup & Recovery (GTS) GS: Avamar Troubleshooting
Consultant NA GS: Avamar Consulting
IDS GS: Backup & Recovery (IS) GS: Avamar Implementation
SA GS: Backup & Recovery (SA) GS: Avamar Design
Resident GS: Backup & Recovery (Resident) GS: Avamar Administration
20.0 Warranty and Post Warranty Support

The ADS Gen4T hardware is sold with a standard two-year warranty (Enhanced) from the date of
installation in the Install Base. Once the Propel process changes are implemented, the warranty period
will start from the shipment date for new installations only. The warranty will be included in the initial
purchase price of all active components (server nodes and communication module).
Customers have the option to purchase an upgrade to Premium Support, or to prepay for up to 36 months
of post-warranty hardware maintenance. Warranty upgrades and post-warranty maintenance sales will be
enabled in the Avamar HW Upgrade path.
Software warranty is 90 days on media, which in the case of Avamar, is a code download as Avamar
does not produce a media kit. Avamar software maintenance must be purchased from the beginning of
the warranty period and is available at Enhanced and Premium levels.
The software and hardware service contract levels do not need to be the same. For example, Enhanced
SW and Premium HW service levels are allowed.
The latest warranty and maintenance terms are published on EMC.com. Click the links below:
Limited Warranty:
Basic:
Enhanced:
Premium:
SW Warranty:
Hardware and Appliance Products
Table 1. Hardware Warranty Information

Warranty Uplift Post Warranty Customer
Warranty
Product Option (2) Services Contract (3)
Service Level Term Service Level Service Level
Enhanced
Avamar Data Store Gen4T Enhanced Two years Premium
Premium
Notes:
1: Limited is offered as Warranty only. Currently applies to appliances, such as Isilon, Data Domain and Greenplum DCA products.
2: Warranty uplift option is co-terminus w ith base w arranty.
3: Post Warranty Maintenance: Standard Term duration is one year, but can be purchased for multiple years of coverage .
Software Products: Customers must purchase a “day one” maintenance contract to gain access to
support and the rights to new versions of software.
Table 2. Software Warranty Information
Warranty Customer Services Contract(1)
Product
Service Level Term Service Level
Basic
Avamar SW 7.3 Software - Media Defects 90 Days Enhanced
Premium
Note: Maintenance contracts: Standard Term duration is one year, but can be purchased for multiple years.
Additional Product End of Service Life and Extended Support information can be found on
https://support.emc.com/products. Choose your product, and then scroll down to the “Service Life” section
in the left banner.
21.0 Reference Documentation

Detailed installation and maintenance instructions are available from the Online Support web site:
https://support.emc.com/products/759_Avamar-Server
22.0 White Papers and Other Resources

White papers and other resources are available from the Online Support web site:
https://support.emc.com/products/759_Avamar-Server
Dell EMC Corporation. All rights reserved. Published in the USA.

Published September 2016
Dell EMC believes the information in this publication is accurate as of its publication date. The information is subject to change
w ithout notice. The information in this publication is provided as is. The Dell EMC Corporation makes no representations or
w arranties of any kind w ith respect to the information in this publication, and specifically disclaims implied w arranties of
merchantability or fitness for a particular purpose. Use, copying, and distribution of any Dell EMC softw are described in this
publication requires an applicable softw are license. Dell, EMC, EMC2, the EMC logo are registered trademarks of the Dell EMC
Corporation in the United States and other countries. All other trademarks used herein are the property of their respective ow ners.
For the most up-to-date regulatory document for your product line, go to Online Support.

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Avamar-PSB-018/A Avamar Data Store Gen4T Revision A Date: September 13, 2016

Template #: CS-000-02 Re vision: 05 Page 1

Global Services Product Support Bulletin

3.0 General Availability Date

4.0 Global Services Program Manager

5.0 Revision History

6.0 Product Description

6.2 New Features

Figure 1 Gen4T Node with Bezel

Figure 2 Interior Components

Figure 3 Front View

Table 2. Hard Drives by Node Type

Figure 4 Rear View

Table 4. SLIC Configurations

6.4 New Serviceability Features

7.0 Hardware and Software Configurations

7.1 Hardware Requirements

7.2 Software Requirements

7.3 Product Firmware Requirements

7.4 Other Product Requirements

7.5 Third-Party Software Requirements

8.0 Product Model Numbers

Table 5. Model Numbers

9.0 Parts and Logistical Information

Table 6. CRU / FRU List

11.0 Upgrade Strategy (Product Revisions or Replacements)

11.1 Software Upgrade Requirements

11.2 Hardware Upgrade Requirements

11.3 Operating Environment Code Upgrade Considerations

Table 7. Error/Event Codes, continued

12.0 Hardware and Operating System Requirements

12.1 Operating Environment Release History

12.2 Supported Software Components

13.0 Installation Strategy

13.1 Installation/Implementation and FRU/CRU Strategy

13.2 Field Process for Installations

14.0 Implementation Strategy

14.1 Professional Services Offerings

15.0 Support Strategy

Call Handling and Escalations

15.1 Dell EMC Support Matrix (ESM)

15.2 Dell EMC Remote Connection Strategy

15.3 Customer Service Engineers Responsibilities

16.0 Partner Strategy

16.1 Partner Installation/Implementation Strategy

17.0 Software Download Information

18.0 Training Strategy

18.1 Global Technical Training

18.2 Customer Training

19.0 Skill Management System Strategy

20.0 Warranty and Post Warranty Support

Hardware and Appliance Products

Table 1. Hardware Warranty Information

21.0 Reference Documentation

22.0 White Papers and Other Resources

Dell EMC Corporation. All rights reserved. Published in the USA.

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