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Once our Dell APEX Cloud Platform for Microsoft Azure is completely deployed, one of the first actions we want to undertake is establish the necessary protocols to ensure Dell support is fully operational. For that, the integration between the APEX Cloud Platform and Dell’s ProSupport backend needs to be setup.
Connection to Dell ProSupport can be done directly, or through a locally installed Dell Secure Connect Gateway (SCG). This connection will enable the automatic upload of logs files and telemetry data, the phone home feature, automatic support case creation, and remote access to the platform by Dell ProSupport for rapid issue resolution.
Figure 42. Platform architecture to provide integrated support features
Through the platform Network settings, we can establish a connection option to Dell support and telemetry settings.
Figure 43. Setting up the integration of Dell APEX Cloud Platform for Microsoft Azure and Dell ProSupport. This capture shows a direct connection
Dell CloudIQ provides a set of key features like proactive health monitoring, prediuctive analytics, and incident detection and reporting.
We can enable sending telemetry data to Dell Support. At initial release Dell APEX Cloud Platform for Microsoft Azure will not show up in CloudIQ’ s management console, but that feature will be available very soon.
The Support tab is the central pane for all the platform serviceability features. From there we can:
As we have setup the connectivity with Dell Support, a Dell Support engineer can establish a secure remote connection into the Cloud Platform Manager VM to troubleshoot and resolve issues.
Another serviceability feature available is the automated case creation. When an alert surfaces in Dell APEX Cloud Platform integration in Windows Admin Center, an event will pop-up in another Dell Support tool (Dell Support CLM Reporting). If the generated alert needs intervention from Dell Support engineers, they will proactively contact the customer to begin working on the case.