If a Technical Support Engineer (TSE) is not available to perform health checks after an...

If a Pure Storage Technical Support Engineer (TSE) is unavailable to immediately perform the remote health checks upon the completion of the physical installation, the correct procedure is to verify that Remote Assist (RA) is enabled and update the support case with this information.

Standard operating procedure dictates that the Implementation Engineer must not close the install case until the array has been health-checked and verified by Support. Closing the case (Option B) would signal that the work is complete when the critical validation step is missing, potentially leaving the customer with an unverified system. Emailing the account team (Option A) is helpful for visibility but does not advance the technical workflow required to close the loop.

By confirming RA is open (using purearray remoteassist) and documenting the active session port in the case notes, the Implementation Engineer enables the Support team to perform the health checks asynchronously as soon as a TSE becomes available. This ensures the "handshake" between the onsite engineer and the remote support team is maintained without delaying the engineer's departure from the site, while guaranteeing the array will be validated before final sign-off.