About the Cohesity Appliance monitoring infrastructure

The Cohesity Appliance monitoring infrastructure comprises two independent recipient servers: the AutoSupport receiver and the API endpoint.

Cohesity utilizes managed infrastructure as a service (IaaS) facility located within the continental United States to host this infrastructure and is highly redundant.

Cohesity Call Home Services (CHS) team is located in Pune, India to provide first-line global incident response and 24-hour monitoring.

Cohesity Support includes Cohesity Call Home Services, Cohesity Enterprise Support Operations, and Cohesity Field Services, all of which are globally staffed for "Follow-the-Sun" support.

When an appliance transmits event data to Cohesity, it is sent to the Cohesity Appliance Monitoring infrastructure servers. The appliance also transmits a DataCollect package to the API endpoint, and an incident ticket is opened to track the status. A CHS engineer triages the incident and determines the course of action. The CHS engineer then escalates the issue to Support Operations or dispatches a hardware repair order to Cohesity Field Services.