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EMC Customer Support Guide

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EMC Customer Support Guide. Customer support guide for EMC hardware.
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    EMC CUSTOMER SUPPORT GUIDE   2 WELCOME TO EMC CUSTOMER SUPPORT Thank you for choosing EMC ®  products and services for your information infrastructure. EMC continues to lead the industry in virtualization, cloud computing, and big data technologies, and we are committed to helping you maximize the value of your EMC investment with comprehensive maintenance and support resources. This commitment is evidenced by our agile support approach, which provides support through the channels you prefer—around the world, in multiple languages—and with the highest quality service. Examples include our new online support channels, such as multilingual Live Chat and our vibrant online support community, which quickly connect you to EMC’s technical support personnel and peers around the world. Additionally, EMC’s remote monitoring capabilities, including EMC Secure Remote Support, form a solid foundation that enables EMC to proactively diagnose and resolve technical issues with your EMC products. These capabilities are backed by our technical support professionals located in regional support centers and local offices across the globe, our extensive network of EMC authorized service partners, and our collaborative coalitions to support virtualized environments. You will be assisted by the industry’s most highly trained and skilled resources in physical and virtual information infrastructure technology and complex, heterogeneous environments. Our number one goal is customer satisfaction. EMC Customer Support Services continues to raise the bar in support through the use of best-in-class business practices; attracting, developing, and managing highly qualified support-service engineers; and leveraging best-in-class tools, technologies, and processes to deliver outstanding, globally consistent service and support. Our commitment has resulted in consistently high customer satisfaction and industry-wide recognition from customers, partners, and analysts. EMC is proud of the recognition we’ve received from independent industry groups, such as the Technology Services Industry Association (TSIA) and the Association of Support Professionals (ASP). We have been recognized in areas including mission-critical support, complex application support, best web support site, and best use of metrics and business intelligence. We have also achieved 12 years of Service Capability & Performance (SCP) Standards certification from Service Strategies, which acknowledges EMC’s adherence to stringent performance standards and industry best practices. This Guide will help you make the most of the extensive support resources and tools available to you. We welcome your comments and invite you to provide feedback to your account manager or an EMC Customer Support Service representative. This guide in intended to cover all EMC products except those identified at the links below. Use the links below to access support information for RSA ® , VMware ® , and recent EMC acquisitions. Product Line/Support Reference URL RSA: http://www.rsa.com/node.aspx?id=1264 VMware: http://www.vmware.com/support Recent EMC Acquisitions: http://www.emc.com/contact-us/contact/support-contact-info-customers-acquisitions.htm EMC products or services purchased from an authorized EMC reseller (“EMC Reseller”) are governed solely by the agreement in place between you and the applicable reseller. The service and support terms in such agreement may vary from the service detailed in this Guide. Please contact your EMC Reseller directly for the details   3 TABLE OF CONTENTS 1. GETTING STARTED: EMC CUSTOMER SUPPORT—CHECKLIST FOR SUCCESS 5   ACCESS ONLINE SUPPORT TOOLS BY REGISTERING FOR THE EMC ONLINE SUPPORT SITE 5   REGISTER YOUR EMC PRODUCTS 5   GET CONNECTED WITH EMC SECURE REMOTE SUPPORT 5   UNDERSTAND EMC SUPPORT OPTIONS 5   IMPROVE YOUR SKILLS WITH EMC EDUCATION SERVICES 5   2. EMC SUPPORT AND EDUCATION SERVICES 6   2.1 EMC SUPPORT OPTIONS 6   2.2 EMC PERSONALIZED SUPPORT SERVICES 6   2.3 EMC EDUCATION SERVICES 6   3. EMC CUSTOMER SUPPORT POLICIES 8   3.1 SERVICE REQUEST SEVERITY LEVEL DEFINITIONS 8   3.2 SERVICE LEVEL OBJECTIVES 9   3.3 BUSINESS HOURS AND BUSINESS DAYS DEFINITION 9   3.4 SUPPORT CONTACTS 9   3.5 CUSTOMER-PERFORMED TASKS 9   3.6 EMC PRODUCT SUPPORT LIFECYCLE 11   3.7 DEFINING SUPPORTED ENVIRONMENTS 12   4. EMC ONLINE SUPPORT 13   4.1 OVERVIEW OF THE EMC ONLINE SUPPORT SITE 13   4.2 EMC ONLINE SUPPORT SITE—KEY FEATURES AND TOOLS 13   4.3 GETTING STARTED WITH THE EMC ONLINE SUPPORT SITE 14   4.4 EMC SUPPORT COMMUNITY 14   4.5 EMC SUPPORT APP 15     4 5. USING EMC SECURE REMOTE SUPPORT (ESRS) 16   5.1 BENEFITS OF CONNECTIVITY WITH EMC 16   5.2 OVERVIEW OF ESRS 16   5.3 ALTERNATIVE CONNECTIVITY OPTIONS 16   5.4 LACK OF CONNECTIVITY 17   6. SERVICE REQUEST RESOLUTION PROCESS 18   6.1 CREATING A SERVICE REQUEST 18   6.2 ISSUE ANALYSIS 19   6.3 MULTI-VENDOR SUPPORT 19   6.4 ISSUE RESOLUTION PROCESS 19   6.5 SERVICE REQUEST CLOSURE 20   6.6 SERVICE REQUEST RESPONSE EXAMPLE 20   6.7 SCOPE OF EMC CUSTOMER SUPPORT 21   6.8 EMC CUSTOMER SATISFACTION SURVEYS 21   7. ESCALATING A SERVICE REQUEST 22   7.1 REQUESTING ESCALATION 22   7.2 ESCALATION PROCESS 22   8. RENEWAL OF CUSTOMER MAINTENANCE AGREEMENTS 23   8.1 FREQUENTLY ASKED QUESTIONS RELATED TO MAINTENANCE AGREEMENTS 23   8.2 MAINTENANCE RENEWAL ACCOUNT MANAGERS 24   9. CONTACT SUMMARY INFORMATION 25  
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