SRS

1 post

Connecting your Dell EMC systems to SRS, the easy way!

Dell EMC uses Secure Remote Services (SRS, formerly known as ESRS) to enhance the tech support experience for their products. There’s two sides to this support: connect home, and connect in. Connect home is your device itself dialing back home to Dell EMC to report various things such as errors, automatic support uploads, etc. If either of this results in a Service Request at Dell EMC, a engineer can then use SRS to dial in / connect in and have a look at the faulty system. The latter saves you from having to host a Webex session.

Dell EMC likes to have all Dell EMC systems connected to SRS, again for two reasons. First of all, it reduces the time spent by engineers in troubleshooting an issue. If an engineer can dial in himself, without having to negotiate a Webex session with the customer, that means more SRs per engineer per day and lower support costs for Dell EMC. Secondly, it will result in faster incident resolution, and thus a happier customer. The support engineer can look up the state of a defective drive independently, and order new parts while the customer is sleeping. Win-win!

Continue reading