Raising an HPE Zerto support ticket: required information

Assurestor provides L1 support for HPE Zerto and escalates to HPE Zerto L2 support and engineering where required. HPE Zerto L2 needs a minimum set of information before analysis can begin. Tickets are checked against the requirements below, and investigation starts once they are met.

Required on every ticket

• ZVM type for each site: Windows based ZVM or ZVM Linux appliance.
• Exact ZVM version for each site: the full version and build number, including the update or patch level. Answers such as “latest” or “10.x” cannot be accepted.
• Site topology: the number of sites, which is protected and which is recovery, and the platform at each site (vSphere, Hyper-V, Azure or AWS).
• Connection method: either DRaaS mode through a Zerto Cloud Connector (ZCC), or site to site with direct pairing.
• Impacted objects: the names of the affected VPGs, VRAs and hosts.
• Problem description: what is happening, what you expected, and any actions already taken.
• Screenshots, where applicable: for example the ZVM About screen, error messages, VPG or VRA status, and the Sites view. Add these to the ticket as file attachments (PNG or JPG). Screenshots pasted into the message body or shared as links cannot be accepted.

Also required for incidents

• Exports from the impacted ZVM: full exports of the Alerts, Events and Tasks tabs, in XLS (Excel) format, attached to the ticket.
• Incident time span: the start date, time and time zone, plus the end time or “ongoing”.

Log collection

Please do not attach logs to the ticket. Once the information above has been provided, Assurestor will send you a SharePoint link to upload them.

When collecting logs, make sure they:

• cover the complete time span of the incident;
• include the impacted VPGs, VRAs and host logs;
• include both the protected and recovery sites.

If you use DRaaS mode through a ZCC, a collection run from one ZVM will not include the other site. You will need to run a separate collection from each ZVM.

How you collect the logs depends on your ZVM type:

• ZVM Linux appliance: in the Zerto UI, go to Logs Center > Log Collection.
• Windows based ZVM: use the Zerto Diagnostics utility on the ZVM server.

Security

Do not include passwords, keys or other credentials in tickets or screenshots. If any are shared by mistake, rotate them immediately.