Service & Support

The complete FC Cloning functionality is provided by two components with different support processes.

TSM for ACS - Data Protection for FlashCopy Devices for SAP is a program product and supported through standard IBM software support.

Tivoli Service Offering FlashCopy® Cloning is supported through central support via a hotline between 9:00-17:00 CET Monday thru Friday (except holidays).

Problems should be reported to the appropriate support organisation for most efficient support and short problem resolution.

In order to assist in determining the component causing a problem and thus speeding up solving the problem below list shows the key files with log and trace information needed for problem analysis.

Should you need assistance for the Tivoli Service Offering FlashCopy® Cloning please contact the hotline for central support from 9:00-17:00 CET Monday thru Friday (except holidays).

Please note: a valid maintenance contract for Tivoli Service Offering FlashCopy® Cloning is necessary for an entitlement to hotline support.

Below information should be helpful in determining a problem and hence the appropriate entry to IBM support. Support will also ask for some of the referenced files to perform problem analysis.

Important files of DP for FC for SAP

• Profile (init<SID>.fcs)
• Target Volumes File (init<SID>.fct)

Log and trace files can be found in the directories specified in parameter LOG_TRACE_DIR of the DP for FlashCopy for SAP profile. If no parameter is specified, the logs and traces will be placed in the directory as specified in the parameter WORK_DIR of the DP for FC profile.

File naming convention for logs and traces:

Tracing is switched on by setting the profile parameter TRACE to YES

Examples:
Location for these logs is LOG_TRACE_DIR or if not specified the path where the profile resides in

tdphdwdb2_b_backup_20090423133015.log
splitint_p_getresources_20090424125702.trace
db2clonedb_b_20090414165151.trace