Configuring Remote Support Settings

When you log on to the ztC Endurance system for the first time, configure support configuration settings that enable the ztC Endurance system to send support notifications (alerts) to Stratus Customer Service via the Active Service Network (ASN) when an event requires attention.

To configure support configuration settings

Note: When you enable or modify settings for Enable Support Notifications, generate a test alert to confirm that Stratus Customer Service can receive system health messages from your system.
  1. In the left-hand navigation panel, click Support Configuration under Remote Support.

  2. On the Support Configuration page, modify the settings, as appropriate for your system:

    Notice: If you plan to enable remote support access, the ASNConnect by BeyondTrust software must already be installed. The Enable Remote Support Access option will be grayed out if it is not installed.
    • Enable Remote Support Access allows Stratus Customer Service to remotely connect to the ztC Endurance system for troubleshooting purposes. You can enable and then disable this setting, as needed.

    • Enable Support Notifications allows the ztC Endurance system to send health and status notifications to Stratus Customer Service. Enable Support Notifications sends an alert for any event that requires attention. You can also select Enable Periodic Reporting to send a periodic "heartbeat" call-home message to Stratus Customer Service.

      Note: To allow Stratus Customer Service to monitor your system for failed ASN heartbeat alarms, you must enable heartbeats in the Stratus Customer Service Portal. See To configure ASN "heartbeat" alarms.
  3. Click Save (or click Cancel to restore the previously saved values).

  4. Configure your organization's firewall to allow support messages.

    Use the following information as needed to configure your organization’s firewall to allow communication with Stratus Customer Service:

    Message Type: Call-Home and Licensing
    Protocol: TCP
    Port: 443
    Stratus support server address: *.stratus.com

    Message Type: Support Diagnostics
    Protocol: TCP
    Port: 443
    Stratus support server address: *.stratus.com

    Message Type: Dial-In
    Protocol: TCP
    Port: 443, Default proxy port: 3128 (You can change the default proxy port number.)
    Stratus support server address: *.ecacsupport.com

    To enable SNMP management systems to receive alerts and send traps to the ztC Endurance system, configure the firewall for the following:

    Message Type: SNMP
    Protocol: SNMP
    Port: 161 (Get/Walk) 162 (Traps)

  5. Generate a test alert.

    Click Generate Test Alert. The system generates a test alert and Support Configuration sends a notification to Stratus Customer Service; e-Alerts send a sample email with the subject "Test Alert" to all email recipients of e-Alerts, if configured (see Configuring e-Alerts); and SNMP sends traps to recipients of SNMP traps, if configured (see Configuring SNMP Settings). View the Alert History page (see Alert History Page) for delivery status. A subsequent alert is generated if the support notification fails.

To configure ASN "heartbeat" alarms

  1. On the Support Configuration page, ensure that Enable Support Notifications is selected, and select Enable Periodic Reporting. Click Save.
  2. Log in to the Stratus Customer Service Portal and open the ztC Endurance asset that you want to enable for periodic ASN "heartbeat" alarms. Click the Service Network Configuration link.
  3. On the Service Network Configuration page, select Enable Heartbeat. For Heartbeat Interval, select Days and 1, then select Default Heartbeat Grace Period. Click Save Configuration.

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