EMC CUSTOMER SUPPORT GUIDE
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
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
, and recent EMC
Recent EMC Acquisitions:
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
of your service plan.
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
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
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
5. USING EMC SECURE REMOTE SUPPORT
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
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
8.1 FREQUENTLY ASKED QUESTIONS RELATED TO
MAINTENANCE AGREEMENTS 23
8.2 MAINTENANCE RENEWAL ACCOUNT MANAGERS 24
9. CONTACT SUMMARY INFORMATION 25
1. GETTING STARTED: EMC CUSTOMER
SUPPORT—CHECKLIST FOR SUCCESS
Use this checklist to confirm that you have the access, information, and tools you
need to successfully manage your EMC products. These five easy steps will help you
ACCESS ONLINE SUPPORT TOOLS BY REGISTERING FOR THE
EMC ONLINE SUPPORT SITE
The EMC Online Support site provides online access to numerous resources, including
product documentation, software license activation, software downloads, self-help
tools, Service Request (SR) creation and management, diagnostic tools, and technical
support via Live Chat. The Online Support site is available to registered customers
whose products are currently covered by an EMC warranty and/or maintenance
contract. See Section 4 to learn more about the Online Support. Register now at
REGISTER YOUR EMC PRODUCTS
Immediately register your EMC products to speed up processing of your Service
Requests. Please register your EMC software products to ensure EMC has accurate
records of your product installation. You can register during product installation or
access online registration tools anytime on the EMC Online Support site at: Home >
Service Center > Product Registration & Licenses. If you need assistance with your
EMC product registration, please follow the instructions in Section 4 of this document.
GET CONNECTED WITH EMC SECURE REMOTE SUPPORT
Leverage EMC Secure Remote Support (ESRS) capabilities for 24x7 monitoring and a
proactive, preemptive approach to issue diagnosis and repair for supported products.
Learn more about EMC Secure Remote Support capabilities and the options available
to you in Section 5 of this Guide, and see the full list of ESRS-supported products at
gateway-ds.pdf. To connect or to verify your connectivity status, open a Service
Request or contact your local Service Manager.
UNDERSTAND EMC SUPPORT OPTIONS
For most EMC products, EMC offers the following three levels of support: Basic,
Enhanced, and Premium. Knowing which Support Option applies to your product will
help you take full advantage of available features. See Section 2 to learn more about
Support Options or go to www.emc.com/products/warranty_maintenance. Contact
your purchasing agent, your EMC sales representative, or if applicable, your EMC
Reseller, if you need information on the Support Option covering your EMC
IMPROVE YOUR SKILLS WITH EMC EDUCATION SERVICES
Customers who invest in EMC education courses are typically more effective in
leveraging the features of our products. EMC education courses also help customers
when interacting with EMC’s support organization by enabling you to more effectively
define the symptoms of the issue. The return on this investment is almost immediate
when you consider the cost of the education versus the cost of downtime. EMC
Professional Certification (described in Section 2) offers technology
professionals the training to develop the knowledge, skills, and credentials to deploy
and maintain EMC technology. To learn more, visit https://education.emc.com.
Tip: Your EMC Online Support
registration email will include
your Site ID. Keep this
information easily accessible
for Service Request creation.
2. EMC SUPPORT AND EDUCATION SERVICES
2.1 EMC SUPPORT OPTIONS
For most products, EMC offers three Support Options: Basic, Enhanced, and Premium.
Knowing the features associated with the Support Option for your EMC products will
help you understand and use the available service components. Please visit
http://www.emc.com/products/warranty_maintenance to learn more about EMC
2.2 EMC PERSONALIZED SUPPORT SERVICES
EMC offers a variety of value-added support services to supplement your EMC
Support Option, including those listed below. In some cases, these services may
require a separate contract. To learn more, visit
• Service Account Manager—Coordinates support of your EMC information
infrastructure, drives proactive support activities, and accelerates problem
management for the most complex EMC information environments
• Technical Account Manager—Provides a technically-oriented service and
support contact, focused on a specific technology area within the EMC portfolio
• Designated Support Engineer—Provides a designated product-focused support
expert who has in-depth knowledge of your EMC product environment
• Software Upgrade Service—Offloads the preparation, delivery, and post-work
associated with upgrades for selected customer upgradeable EMC software
• Secure Select Support—Addresses high security requirements with remote
technical support provided by U.S. citizens located on U.S. soil
• Extended Support Service—Continues essential break/fix and technical support
for selected EMC products after standard warranty and maintenance coverage are
no longer available
• Part Retention Service—Protects your sensitive data and enables operation of a
more secure data center by retaining key EMC hardware components
If your support requirements change, or should you be interested in purchasing one
of the EMC Personalized Support Services, contact your EMC sales representative,
EMC maintenance renewal account manager, or if applicable, your EMC Reseller to
discuss available options. Renewal contacts are posted at
http://www.emc.com/support/purchase-renew-upgrade.htm and in Section 8 of this
2.3 EMC EDUCATION SERVICES
EMC Education Services delivers world-class training and certification in information
storage and management to help you get the most from your EMC investment, and
offers comprehensive learning paths, certifications, flexible learning modes, and
purchase options to meet your specific needs.
Make Education Planning Easy
Learning paths are structured road maps of courses that help you develop a thorough
understanding of your selected technologies. They offer a gradual introduction of
complex technologies and challenging concepts, from Associate through Expert levels.
Our comprehensive learning paths are conveniently aligned to EMC Proven
Professional certifications. If you choose to take the next step, you already have the
knowledge and access to the supporting study materials to prepare for the EMC
Proven Professional exam. Free practice tests are available online for all EMC Proven
Maximize Your Investment in Training and Skills Development
EMC Proven Professional is the leading certification program in the information
storage and management industry. It offers a role-based series of courses and exams
that cover the full range of EMC’s hardware, software, and solutions. In addition to
three levels of technical learning and certification, EMC Proven Professional also
includes an “open” curriculum focused on technology concepts and principles
applicable to any vendor environment. This is ideal for companies and organizations
planning to implement private cloud or provide cloud-based IT services.
For up-to-date information on the EMC Proven Professional certification program,
please visit http://education.emc.com/Certification.
Flexible Learning Modes
EMC Education Services offers a highly “blended” approach to learning, providing
several training modalities to meet the needs of each individual learning style. Some
curriculum is offered in more than one way. Choose from:
• Hands-on Lab/Workshop-oriented Instructor-led Training (ILT)
• Video Instructor-led Training (VILT)—Providing ILT experience in a modular
• Online Instructor-led Training (Online ILT)—Eliminates your need for
• e-Learning—Ideal for gaining or refreshing product/technology feature
Flexible Purchase Options
We offer several convenient methods to purchase training from EMC Education
Services. Purchase options are aligned with how many people require training,
whether you or your teams are preparing for EMC Proven Professional certification, or
whether the eight or more employees on your team require the same class.
• For individual development planning, consider ValuePaks, Video ValuePaks, and
• For organizational development planning, consider Training Units and Onsite
To learn more, visit https://education.emc.com
3. EMC CUSTOMER SUPPORT POLICIES
3.1 SERVICE REQUEST SEVERITY LEVEL DEFINITIONS
When you open a Service Request, you will be prompted to assign the Severity Level
based on the technical and business impact of the issue. Severity Level categories (1-
4) are detailed in the table below, along with examples of associated business
situations. EMC Customer Support will help you validate the Severity Level you select.
Severity Levels can be adjusted at any time during issue resolution if the business
impact of the Service Request changes. The Severity Levels detailed in the table
below are provided for information purposes only. For the most current EMC Severity
Level definitions please refer to the following website:
Severity Level 1 Service Requests require resources from your organization to work in
cooperation with EMC Customer Support. If the necessary and appropriate level of
customer engagement is not maintained by the customer during the resolution of a
Severity Level 1 Service Request, EMC may reclassify the Service Request as a
Severity Level 2.
SEVERITY LEVEL DEFINITION EXAMPLES
1 Critical: Severe problem
preventing customer or
workgroup from performing
critical business functions
• Production data corruption (data loss, data unavailable)
• Production system crash or hang
• Production systems significantly impacted, such as severe
• Production system and/or data is at high risk of potential loss
• Production system workaround is required immediately
• Time-critical production cutover impacted
2 High: Customer or
workgroup able to perform
job function, but
performance of job function
is degraded or severely
• Production system adversely impacted
• Non-production data corruption (data loss, data unavailable)
• Non-production system crash or hang
• Non-production system and/or data is at high risk of potential
loss or interruption
• Non-production system workaround is required immediately
• Development system(s) is/are inoperative
3 Medium: Customer or
workgroup performance of
job function is largely
• Production or development system has encountered a non-
critical problem or defect and/or questions have arisen on
4 Request: Minimal system
impact; includes feature
requests and other non-
• No customer business impact
• Requests for enhancements
3.2 SERVICE LEVEL OBJECTIVES
Service level objectives describe the typical timeframe for EMC’s response to Service
Requests submitted online using the EMC Online Support site or by telephone. The
response objectives are based on your Support Option and the assigned Severity
Level of the specific Service Request. These response objectives provide a framework
for setting mutual expectations during the Service Request process. For more
information on the initial technical response objectives associated with the Support
Option on your EMC products, please refer to the applicable Support Option (i.e.,
Premium, Enhanced, Basic) at: www.emc.com/products/warranty_maintenance.
3.3 BUSINESS HOURS AND BUSINESS DAYS DEFINITION
“Business Days” means EMC’s generally accepted days of operation per week at the
applicable product’s approved installation site as reflected in EMC’s records, excluding
holidays that are generally recognized by local government and commercial entities,
and/or observed by the local EMC entity. ºBusiness Hours” means the time period
between 8:00 a.m. and 5:00 p.m. on each Business Day.
3.4 SUPPORT CONTACTS
Support contacts are your organization’s primary interface to EMC Customer Support
and must have a basic understanding of, and expertise in, the tasks related to
administering infrastructure technology—such as operating systems, application
servers, and databases. There are two types of support contacts:
• Administrative Contact—The Administrative Contact for your company is the
person responsible for the allocation of Authorized Support Contacts to represent
your organization. The Administrative Contact, a non-technical role in the
relationship, is authorized to escalate Service Requests and may also be
designated as an Authorized Support Contact.
• Authorized Support Contact—Authorized Support Contacts are technical
contacts responsible for reading, understanding, and following operating
instructions and procedures in EMC technical documentation. They are also
responsible for opening and managing Service Requests. Authorized Support
Contacts must be able to follow procedures and recommendations provided by
EMC Customer Support during Service Request management and resolution.
Note: EMC reserves the right to require that a customer remove anyone from
the list of Authorized Support Contacts if we determine that they do not meet
the eligibility requirements as determined by EMC or otherwise defined in
the governing support agreement.
3.5 CUSTOMER-PERFORMED TASKS
Depending on the Support Option you select, some service activities may be defined
as Customer-Performed Tasks (CPTs), including product installation, software
upgrades, rebooting of components, replacing designated components, and executing
EMC will provide replacement parts if determined by EMC as being required for
Service Request resolution. Replacement parts are designated as either Customer
Replaceable Units (CRUs) or EMC replaceable parts. Your EMC Support Option defines
who is responsible to perform the installation of replacement parts and the timeframe
during which EMC will ship the replacement part(s) to you.
Tip: Keep your Support
Contacts up to date to avoid
delays in support.
Parts designated as CRUs are designed for customer replacement using EMC
documented processes and EMC-provided tools. These can be found on the product-
specific Support by Product pages on the EMC Online Support site
(https://support.emc.com/products). To expedite your CRU service, please have your
Customer Site ID, Faulted Part Number, Serial Number, Shipping, and Contact
Information when you contact EMC Customer Support.
The CRUs and CPTs for your product are listed in the EMC warranty and maintenance
table at www.emc.com/products/warranty_maintenance.
If you experience difficulty replacing a CRU or the replacement part is not functioning
properly, please contact EMC Customer Support (See Section 9: “Contact Summary
Information”) and ask to have the original Service Request reopened. You will need to
provide the original Service Request number.
3.5.1 Drive Replacement Utility for EMC VNX
, EMC CLARiiON
, and EMC
The Drive Replacement Utility (DRU) must be run to determine if your drive is eligible
for customer replacement. The DRU is a feature of EMC Unisphere
(USM), which is downloadable from the EMC Online Support site (Downloads). Please
follow the instructions in Section 4 of this guide to search the Downloads section for
your specific EMC product and access USM. To expedite the drive replacement, you
should run the DRU prior to submitting a Service Request for a suspected drive failure
regardless of the Support Option associated with the storage platform in question. If
you do not run the DRU prior to calling EMC, an EMC Customer Support technician will
provide remote assistance with the DRU installation and execution.
If the DRU determines the drive to be customer replaceable and you have an
Enhanced or Basic Support Option, EMC will ship the applicable part to you for your
replacement. If you have a Premium Support Option, you have the option of replacing
the customer-replaceable drives yourself.
If the DRU determines that the drive is not customer-replaceable, or that due to the
condition of the drive, it should not be replaced by a customer, EMC will dispatch a
field engineer in accordance with your selected Support Option schedule and subject
to the terms set forth in Section 3.5.2 of this guide.
3.5.2 Chargeable Service Events
If you have a Basic or Enhanced Support Option, EMC will charge you for the labor
time and travel expense to install customer-replaceable units (CRUs), or to assist with
service activities defined as CPTs in several instances, including:
Customer Refusal to Run the DRU—If a customer does not run the DRU or cannot
run the DRU to determine if the drive needs to be replaced and/or is customer-
replaceable, EMC will dispatch a field engineer to determine if the drive needs
replacement, and if so, to perform the replacement at your expense.
Failure to Respond—If you fail to respond to EMC Customer Support’s calls/emails
or fail to confirm shipment details for replacement parts after three (3) contact
attempts or within twenty-four (24) hours from EMC’s initial attempt to contact you
(whichever occurs first), EMC will dispatch a field engineer at your expense to replace
the failed part.
Replacement of a CRU or Performance of a Service Activity—If you request EMC
to perform the service activity—either part replacement or other service event that is
not included in your Support Option—EMC will dispatch a field engineer at your
expense to perform the service activity.
3.5.3 Replacement Parts Delivery
When EMC determines that Service Request resolution requires a hardware
component to be replaced (known as a “replacement part”), your replacement part
will be delivered based on the Support Option covering the affected EMC equipment.
To find the service-level objectives for the delivery of replacement parts on systems
covered by the EMC Support Options, please view the service briefs located at:
3.5.4 Customer-Replaceable Unit Part Return
Once your replacement part has been ordered, you will receive an email notification
with replacement information and return instructions. You should return the replaced
part to EMC within five (5) Business Days from when you receive a replacement CRU
component (5-10 Business Days for customers located outside of the U.S.) as stated
on the EMC Online Support site (Service Center > “Warranty & Returns” > “Return a
Part”) and in the instructions included with your return shipping materials. It is the
responsibility of the customer to return to EMC all replaced parts (including CRUs)
using the return shipping materials supplied to you.
Be sure to record the returning serial number(s), part number(s), and carrier waybill
information in the event of a return discrepancy.
All parts are the property of EMC unless you have separately contracted with EMC to
retain replaced parts.
Per EMC’s standard terms and conditions, you will be responsible to pay EMC’s then-
current spare part list price of any parts or CRU parts you fail to timely return. You
are responsible for removing all information from any replaced parts, or any other
items that you release to EMC as a trade-in or for disposal, before you release them.
EMC is not responsible for any information contained on such items. If you want to
secure the data on such replacement parts, please contact your EMC Sales
Representative or EMC Reseller and request a quote for EMC’s then-current parts
retention or data erasure service, which is separately available for purchase.
3.6 EMC PRODUCT SUPPORT LIFECYCLE
EMC Product Support Availability
EMC’s Product Support lifecycle is geared toward providing a predictable product
lifecycle experience to help customers effectively manage their technology
investments with deployment and upgrade plans. Our product lifecycle policy specifies
the support duration (referred to as the “Primary Support” period) and End-of-
Primary-Support (EOPS) date for most EMC products. It is EMC’s intention, subject to
change at EMC’s discretion, to offer product support coverage under EMC’s standard
product maintenance terms and conditions during a product’s Primary Support period.
Once a product reaches its EOPS date, EMC may, at its discretion, make Extended
Support available for certain software releases or hardware models. When available,
Extended Support enables customers needing additional time to migrate to a
currently supported software release or hardware models to receive limited support
from EMC on their older, unsupported software release or hardware model.
Additional information on EMC’s support lifecycle policy and Extended Support for EMC
hardware and software products can be found on the specific EMC product page,
located by searching within the Support by Product section of the EMC Online
Support site. This information is subject to change at EMC’s discretion.
EMC End-of-Service Life Notification
EMC endeavors to give customers notice of a product’s End of Service Life to enable
them to plan for the retirement of their EMC products. This provides customers with
the opportunity to smoothly transition to a more advanced and/or currently supported
EMC product. Additional information on EOPS and EOSL dates for EMC products can
be found by searching for the specific EMC product within the Support by Product
section of the EMC Online Support site.
3.7 DEFINING SUPPORTED ENVIRONMENTS
EMC will support EMC products operating in “supported environments” as determined
through EMC’s E-Lab
testing and documented on EMC’s E-Lab Interoperability
Navigator. If your environment is not supported (e.g., has an outdated version of
third-party vendor software), you will need to move to a supported environment so
EMC can proceed with the problem resolution process for the EMC products in your
Interoperability information is available on the EMC Online Support site. Instructions
on how to access the EMC Online Support site is included in Section 4 of this Guide.
Primary Support* Extended Support**
Primary support begins when a product is Generally Available (GA).
Extended support may be available for
certain EMC software products and
hardware models, at EMC’s discretion.
For some EMC software products that are independent of EMC hardware
releases, it is EMC’s intention, subject to change at EMC’s discretion, to
support the current (Rev “N”) and immediately prior software release (Rev
“N minus 1”) for the period of three (3) years from the release’s GA date.
EMC endeavors to publish the applicable EOPS date(s) at GA. This three-
year period is referred to as the Primary Support period for the applicable
Extended Support, when available, is
generally sold in six- (6) month
increments and consists of a reduced level
of support. Specific terms and conditions
for Extended Support will vary by product.
For some EMC hardware products, it is EMC’s intention, subject to change
at EMC’s discretion, to make available EMC’s standard support for the
period of five (5) years after the applicable End-of-Life (EOL) date of the
hardware. The EOL date refers to the date that EMC has discontinued a
model number of EMC hardware or software as a product offering, and has
removed such model number from EMC’s pricing/quoting systems.
Extended Support requires a current EMC
maintenance contract to be in place for
the associated product.
For some platform software products, it is EMC’s intention to support the
current and immediately prior software release for a period that is
coterminous with the related hardware.
*Certain terms, limitations and exclusions apply to EMC’s support lifecycle policy. In some cases, resolution of an issue
may be addressed by requiring a move to a more recent release.
**If Extended Support is not available or purchased, End-of-Service Life (EOSL) of a product occurs on the End-of
4. EMC ONLINE SUPPORT
4.1 OVERVIEW OF THE EMC ONLINE SUPPORT SITE
The EMC Online Support site is a password-protected customer portal that provides
access to a suite of tools and content that enable you to quickly resolve technical
questions and issues related to EMC products.
We encourage you to take full advantage of these resources in order to get the most
from EMC’s products and to work more effectively with EMC Customer Support.
The EMC Online Support site is at: https://support.emc.com
4.2 EMC ONLINE SUPPORT SITE—KEY FEATURES AND TOOLS
There are many features and tools on the EMC Online Support site to help you quickly
resolve technical questions and issues related to EMC products. It provides a unique
experience that is fast, personal, and social—thereby enabling you to get the most
relevant information you need for support of your EMC products, and to access
technical experts worldwide. Some of the key features and tools available to you on
the EMC Online Support site include:
Search—Integrated search and filtering capabilities accelerate troubleshooting and
help you resolve your issue as quickly as possible. You can focus your search by
typing in a specific product name (such as “VNX” or “Greenplum
”) and you can
select a specific resource to search such as “knowledgebase,” “documentation,”
“forums,” and “downloads.” The most relevant results are displayed based on your
selection criteria. Display features let you easily refine or expand your search results
to find what you need.
Support by Product—Support by Product is your one-stop shop for all support-
related information on a given EMC product. The most current EMC product content is
dynamically presented within this single location. From the Support by Product
landing page, you can search for a product or select from “My Products” or “Recently
Visited Products” to quickly access product specific search, downloads, training, how-
to videos, documentation, getting-started guides, technical advisories, white papers,
tools, and Support Community Forum discussions.
Support Community—The EMC Support Community is a fast and easy way to get
the information you need to support your EMC products. In the Support Community,
you can participate in product-focused, peer-to-peer support forums in order to
exchange ideas, technical knowledge, and expertise with thousands of other EMC
customers, partners, and technical experts from around the world. See Section 4.4 of
this Guide for more details on the EMC Support Community.
Downloads—The Downloads feature helps you manage your software products and
entitlements online. Here you can search for a product or select from “My Products”
or “Recently Visited Products” to quickly access product-specific downloads.
Service Center—This section of the EMC Online Support site is a centralized location
where you can engage EMC Customer Support and manage your EMC Service
Requests. Service Center quickly directs you to common tasks such as product
registration, license management, Service Request creation and management, and
administration of your company information including site details and contacts. From
the Service Center you can also get quick access to site-wide Service Request history
as well as support contract information (including the status of product warranty and
Live Chat—EMC’s Live Chat is the preferred method for most EMC customers to get
quick, direct access to EMC technical support experts. Live Chat expedites
troubleshooting by eliminating telephone hold times and the need for EMC to call you
back. It is the fastest support communication channel to initiate EMC Service
Requests of any severity for both technical and non-technical issues.
Additional Product and Support Tools—Additional Product and Support Tools are
accessible through Online Support to help you simplify common support tasks and
take advantage of the ease of use and serviceability of your EMC products. Examples
of such tools include the EMC Power Calculator, troubleshooting flowcharts, Visio
stencils for environment diagrams, grab utilities for collecting host information,
Procedure Generator utilities, and much more.
Online Support also provides direct access to EMC’s comprehensive E-Lab
interoperability information and best practices on hardware, software, and competing
products. You can identify successful configurations from EMC customers and EMC
engineering, and search for the latest EMC product issues. Current information on
general availability, new releases, and end-of-life information for EMC hardware and
software products is also available.
4.3 GETTING STARTED WITH THE EMC ONLINE SUPPORT SITE
To register for the EMC Online Support site, follow these steps:
1. Go to https://support.emc.com and click Register Here.
2. Follow the online registration steps, making sure to fill in all required fields,
including your business email address.
3. Once your registration is processed, you will receive an email confirmation. This
email will contain your access authorization and additional information regarding
completion of your registration and initial log in.
During your first visit to the EMC Online Support site, we recommend you review your
Preferences, including your contact information, to ensure all of the information is
correct and up to date. Click on the Preferences link to get started. EMC Customer
Support uses your contact information when we need to contact you so be sure to
periodically check and update your information.
Also, be sure to visit the “Tips and Hints” section. Here you will be able to view
important documents and videos providing an overview of the site, as well as
important tips to help you be successful with your online support experience.
4.4 EMC SUPPORT COMMUNITY
Once you are registered for the EMC Online Support site, you can use the same login
credentials to access the EMC Support Community Forums to engage in discussions
and post content. The first time you access the Support Community, you will be
prompted to create a screen name (UserID).
You can access the EMC Support Community in the following ways:
Web Search—You can use public search engines to find content in the EMC Support
Community Forums for most products. When you access content from a public web
search result, the Support Community will open with the selected item displayed. You
will be in read-only mode. Login if you want to post content or engage in discussions.
Direct Navigation—You can access the Support Community directly at
http://forums.emc.com in which case the Support Community will open in read-only
mode. You can freely navigate through the community to view content but will need
to login if you want to post content or engage in discussions.
Online Support Site—From the Online Support site, you can access product-specific
discussion threads from the respective Support by Product pages or from the
Community section. From the Community section, you can either use the Search
function, or navigate from the list of Support Forums. When you access the Support
Community from the Online Support site, you will automatically be logged in with the
ability to post content and engage in discussions.
For more information, including setting up your user profile, creating content, and
engaging with others visit https://community.emc.com/community/support/help
within the EMC Support Community forum.
4.5 EMC SUPPORT APP
The EMC Support App provides fast, easy, and secure mobile access to view and track
services requests (SRs) anytime, anywhere, complementing our new Online Support
site. Real time synchronization ensures you get up-to-date information. Visit the EMC
Support App page at http://www.emc.com/apps/support-mobile.htm for a full
description and links to available downloads and resources.
5. USING EMC SECURE REMOTE SUPPORT
5.1 BENEFITS OF CONNECTIVITY WITH EMC
At the heart of EMC’s industry-leading customer service is the ability to quickly
respond to warnings and notifications generated by your EMC system(s). After
establishing a secure connection, the EMC Customer Support team can gather
diagnostic data, conduct tests, and remotely repair or adjust your EMC system(s).
Connectivity with EMC provides a proactive, preemptive approach to error and issue
diagnosis and repair, and rapid escalation policies for prompt issue resolution for
supported products on a 24x7 basis (excluding periodic maintenance or network
5.2 OVERVIEW OF ESRS
ESRS is a secure, IP-based, distributed customer service support system, and is
EMC’s preferred method of connectivity. Depending upon the EMC product set, the
ESRS application resides on a dedicated server or directly on the EMC system or
management station. The connection between the customer and EMC includes robust
security features, such as Advanced Encryption Standard (AES) 256-bit encryption,
SSL/TLS authentication, RSA digital certificates, and a customer-managed access
policy as of the date of publication of this Guide. ESRS offers a single access point to
consolidate remote support that eliminates the need for modems and telephone line
costs. Learn more about ESRS at: http://www.emc.com/support/emc-secure-remote-
5.3 ALTERNATIVE CONNECTIVITY OPTIONS
While ESRS is EMC’s preferred connectivity option, EMC also currently supports
connectivity via modem, WebEx, or email as alternative options.
Tip: Get connected through
EMC Secure Remote
Support. Open a Service
Request or contact your
local EMC service
Modem—This option uses a standard telephone line or operates with a PBX. In the
event of an error or event outside of EMC’s defined set of tolerances, EMC systems
automatically dial the EMC Customer Support Center. The EMC Customer Support
Center then dials back into your system to diagnose and repair the issue. Monitoring
software runs in the background on your storage system using minimal processing
WebEx—This option is designed to enable faster issue resolution via “live”
diagnostics. WebEx remote computer and application sharing allows the EMC
Customer Support Center to provide an interactive session for error diagnosis and
Email—This option notifies the EMC Customer Support Center via one-way email,
which eliminates the need for an active telephone line. For troubleshooting, EMC
support engineers must dial back into your system, which requires the use of ESRS or
5.4 LACK OF CONNECTIVITY
To enable an optimal support experience, EMC recommends you establish an ESRS
connection between your EMC platforms and EMC’s technical support center. Or, you
may choose one of the alternative connectivity options mentioned in Section 5.3 of
Please note that EMC may assess a surcharge in accordance with EMC’s then-current
standard rates if the customer chooses not to establish and maintain remote
connectivity with EMC using EMC’s remote support features.
Tip: Have you had personnel
changes, equipment moves,
or other environment
changes that will affect your
remote connectivity? Please
notify EMC Customer
Support with changes to the
following to continue
enjoying proactive issue
• System serial number
• Connectivity information
for the storage
platform: modem phone
number or IP address
• Primary and secondary
phone numbers, email
6. SERVICE REQUEST RESOLUTION PROCESS
When opening a Service Request, we recommend you use EMC Online Support.
Leveraging this interface enables you to:
• Save your contact and site information to expedite Service Request initiation
• Submit the issue description and its impact in your own words
• Add stored environment configurations to your Service Request
• Attach useful files to aid in issue diagnosis
• Set up notifications so you will automatically receive status updates
• View Service Request status and submit updates
Prompt resolution of your technical issues and questions requires your active
participation with EMC Customer Support. This section provides process and best-
practices information that can accelerate issue resolution and enhance your support
6.1 CREATING A SERVICE REQUEST
?our resource for openlng a Servlce 8equesL ls Lhe LMC Cnllne SupporL slLe
(https://support.emc.com). lnsLrucLlons on how Lo access Lhe LMC Cnllne SupporL slLe are
locaLed ln SecLlon 4 of Lhls gulde. We hlghly recommend you revlew LhaL secLlon !"#$% before
creaLlng an LMC Servlce 8equesL.
WlLhln Lhe LMC Cnllne SupporL slLe, Lhere are many dlfferenL ways you can lnlLlaLe a Servlce
8equesL. no maLLer whaL meLhod you choose, you wlll need Lhe followlng lnformaLlon
avallable when you open a Servlce 8equesL.
• Your EMC Site ID or company name and address where the product is installed
• Your name, phone number, and email address
• For EMC systems: Serial number and product name
• For EMC software: Host ID or product name and product version
• Description of the issue or question, including specific information such as
symptoms and frequency of error condition
• Diagnostic information, such as error messages, error logs, traces, and
diagnostics. Product-specific diagnostic tools are available on the EMC Online
Support site homepage (Product and Support Tools).
• Environmental information, such as operating system, networking components,
and software running when the issue occurred. Maintaining your system
environment information on the EMC Online Support site can eliminate this step
in the data collection process.
• Environment changes: possible issue sources such as hardware, software, and
network changes and upgrades; introduction of new applications or processes into
the system environment; and recent configuration changes
Once a completed Service Request is received by EMC, you will be provided a Service
Request number and, if opened by telephone, the anticipated callback time based on
the Severity Level and your EMC Support Option. See Section 3.1 for Severity Level
Tip: Saving your host
information on the EMC
Online Support site will
speed the creation of your
next Service Request.
Tip: If enabled, EMC Secure
Remote Support may have
already detected and
reported your error
condition to EMC. You can
easily check by viewing your
open Service Requests on
the EMC Online Support site.
6.2 ISSUE ANALYSIS
EMC Customer Support will review the information provided and investigate solutions
for your Service Request. Our first step in the issue resolution process is the triage
and assignment of your Service Request to a technical support engineer.
Your engagement with EMC’s technical support engineer is required to assist with
prompt resolution. We may need to contact you for additional information concerning
your Service Request and to assist in issue diagnosis with the use of diagnostic tools.
Your participation in the Service Request process includes adherence to time
commitments for issue analysis activities and the provision of up-to-date contact
information to EMC Customer Support.
Throughout the issue analysis and diagnostic process, EMC Customer Support will
endeavor to keep you informed of the status.
6.3 MULTI-VENDOR SUPPORT
EMC understands that a multi-vendor environment may be one element of your
information infrastructure. To enable seamless initiation of your Service Requests in a
multi-vendor environment, EMC has Cooperative Support Agreements (CSAs) in place
with hundreds of other information technology vendors, including leading application,
database, and information management providers.
Once your Service Request has been identified as requiring engagement from one of
our cooperative support partners, your EMC technical support engineer may engage
the other vendor(s) on your behalf to initiate the Service Request. These formalized
processes between EMC and our cooperative support partners are intended to help
facilitate a faster, more coordinated response. You may need to provide EMC with
information to expedite coordination with the cooperative support partner(s)
that EMC is engaging on your behalf. EMC may first request that you open a
Service Request directly with the vendor, and then provide EMC with the case
information and any call troubleshooting details. In all cases, if it is determined that
the issue resides with the other vendor, that vendor will have sole responsibility for
the diagnosis and resolution of your issue.
6.4 ISSUE RESOLUTION PROCESS
A variety of factors can contribute to hardware and software issues. The EMC
Customer Support staff strives to provide a timely response to such issues that may
include providing you with information, workarounds, configuration changes, software
fixes, or replacement of parts or components. The following provides additional details
regarding software fixes and parts replacements.
6.4.1 Software Issue Resolution
The preferred delivery mechanism for software fixes is a Service Pack or product
enhancement releases that represent the most complete and current version of the
product. These are available for software products covered by a current EMC
maintenance contract from the Downloads section of the EMC Online Support site.
Requests for new fixes—In the event of a product defect being determined by EMC
Customer Support, an incident will be opened by EMC Customer Support with the EMC
product engineering team. This defect may be escalated, if determined appropriate by
EMC, based on the Severity Level of the incident.
• Severity Level 1 Defects are prioritized and may (at EMC’s discretion) result in
the delivery of a patch/hotfix if a reasonable workaround cannot be identified.
Note: hotfixes and patches have a limited lifespan and support duration. They are
intended for short-term use only.
Tip: Use the E-Lab Issue
Tracker on the EMC Online
Support site to get an up-
to-date status and
information on issues
reported by customers,
partners, or EMC
employees that could
impact your operations.
• Severity Level 2 Defects are typically prioritized for correction in the next
• Severity Level 3 and 4 Defects are reviewed for correction to be included in
future product release cycles, as deemed appropriate by EMC.
6.4.2 Hardware Resolution and Onsite Resources
Most hardware Service Requests are identified, diagnosed, and resolved remotely
using EMC Secure Remote Support tools and technology (See Section 5 for
information concerning EMC Secure Remote Support). If your Service Request
requires parts replacement or additional hardware diagnostics that cannot be
performed remotely, it will be escalated to a field engineer. Note: you must have a
Support Option that includes Onsite Support (Premium or Enhanced Support Option).
The field engineer may perform additional remote diagnostics prior to contacting you
to schedule an onsite visit. These diagnostics can help determine whether parts or
troubleshooting tools may be required to address your issue once the field engineer is
184.108.40.206 Scheduling the Onsite Visit
The field engineer will contact you to schedule the repair in accordance with the
response objectives set forth in your EMC Support Option. Non-urgent service visits
will be scheduled during Business Hours (as defined in Section 3.3 of this document).
When parts are required, your field engineer will endeavor to plan the visit to coincide
with the part delivery or bring the required parts with him/her. You or a member of
your staff must be onsite unless you have arranged access privileges for EMC in
220.127.116.11 Resolution Process
Once onsite, the field engineer will engage with your team and EMC Customer
Support to diagnose and resolve the issue, which may include ordering additional
parts. If the repair requires system downtime, the field engineer will work with you to
schedule downtime or a return visit during scheduled downtime. Additional onsite
and/or remote resources may be required to resolve the Service Request.
6.5 SERVICE REQUEST CLOSURE
The active participation between you and EMC Customer Support extends to Service
Request closure. After EMC provides a resolution recommendation to your Service
Request, we will engage you to verify that the response has addressed your reported
issue. If EMC Customer Support is unable to contact you after three (3) contact
attempts over a one (1) week period, we will independently close the Service
Request. Your Service Request will be available on the EMC Online Support site and
will reflect these updates. If you feel the issue is not resolved, you have the
opportunity to reopen the original Service Request within ten (10) days.
6.6 SERVICE REQUEST RESPONSE EXAMPLE
Following is an example of the Service Request process for a customer with an
Enhanced Support Option, who is opening a Service Request regarding a single disk
drive failure (Severity Level 3).
For more information on EMC’s next-business-day shipping details, please review
Section 3.5.3 of this Guide.
6.7 SCOPE OF EMC CUSTOMER SUPPORT
EMC Customer Support provides warranty, maintenance, and support related
assistance for Service Requests related to EMC products. For questions or inquiries
outside the scope of warranty or maintenance, please see the contact list below.
6.8 EMC CUSTOMER SATISFACTION SURVEYS
EMC periodically conducts customer surveys to measure customer satisfaction. As an
EMC customer, you may receive two different surveys—the Global Customer
Satisfaction (CSAT) Survey and the Services Transaction Survey (STS). If you are
invited to participate in the EMC customer survey, please respond so your valuable
feedback can contribute to our improvement efforts.
6.8.1 Share Your Support Experience on ECN
Another way you can provide feedback on your EMC support experience is on the EMC
Community Network (ECN). Within the Support Community, we have created a forum
called “Your Support Experience.” This forum is intended to provide information about
EMC Customer Support Services, as well as to serve as an outlet for you to voice your
feedback on EMC’s performance during any of your service events. Your assessments
and suggestions will be carefully reviewed as we continually strive to improve
Customer Support Services at EMC.
6:00 p.m. local
Customer logs a Service Request after running the Drive Replacement Utility (DRU), which
indicates a drive needs to be replaced by the customer.
7:00 p.m. local
EMC customer service technician reviews Service Request and DRU output and identifies the
replacement part required. Replacement part is ordered.
8:00am – 5:00pm
INQUIRY TOPIC RESOURCE
Issue isolated to non-EMC product Please contact your product vendor’s support organization directly.
Performance tuning, capacity planning, application
Contact your EMC sales representative or EMC service manager.
Software license key activation License key assistance is available on the EMC Online Support site
at Service Center > Product Registration & Licenses.
Installation and upgrade assistance when not
included in your EMC product purchase or your
EMC Support Option
Contact your EMC sales representative or EMC service manager.
7. ESCALATING A SERVICE REQUEST
You can request Service Request escalation for a variety of reasons, including:
• You are not satisfied with the progress of your Service Request
• The business impact of your Service Request has changed
7.1 REQUESTING ESCALATION
You can escalate a Service Request at any time either by speaking directly with the
technical support engineer assigned to your Service Request or by requesting to
speak with the manager on duty. For Severity Level 1 Service Requests, we highly
recommend that you contact EMC Customer Support by telephone for escalations
(Please refer to the contact information in Section 9). This will expedite getting your
request to the appropriate EMC resource(s).
For Service Requests that involve the dispatch of onsite support, you can discuss your
concerns with the assigned field engineer. Your field engineer can engage the field
service manager to evaluate the situation and determine next steps. If your field
engineer is not available, call EMC Customer Support and your escalation call will be
directed to your field service manager.
7.2 ESCALATION PROCESS
Once an escalation request has been made, the manager on duty will evaluate the
situation and determine the appropriate resources to assign. Typically, a Customer
Support Manager with experience in the type of situation being encountered will be
assigned as the primary point of contact for the issue and will coordinate with all
parties involved. The Customer Support Manager will set up a conference call with the
appropriate parties to outline the action plan and begin troubleshooting the situation.
The EMC Customer Action Committee is made aware of all escalations and the current
status on a daily basis. The Customer Action Committee is a cross-functional team of
EMC Customer Support management, Engineering, and Corporate Quality. They will
work with the Customer Support Manager and technical support engineers to engage
the appropriate resources, facilitate communication, and develop an action plan to
expedite EMC’s response. If you have an EMC Service Account Manager or EMC
Designated Support Engineer, they will be engaged as part of the Customer Action
As the escalation is initiated, the assigned technical support engineer and Customer
Support Manager will work with you to determine an appropriate communication plan,
including communication mode (email, phone call, or reoccurring conference call),
frequency, and required attendees for all updates. Customer Action Committee
members may attend scheduled conference calls if EMC deems it necessary to
coordinate a resolution.
If you are concerned with the current state of an escalation, or the situation has
changed, please inform your assigned technical support engineer or the Customer
Support Manager on duty immediately. He/she will inform the management team,
who will decide upon next steps and/or additional resources, which may be required
(if any) to address the situation.
8. RENEWAL OF CUSTOMER MAINTENANCE
We recommend annual reevaluation of your maintenance and support coverage and a
review of available Support Options to determine whether your coverage meets your
current business requirements.
8.1 FREQUENTLY ASKED QUESTIONS RELATED TO
I have recently purchased EMC software and EMC maintenance to cover this
software. When does the maintenance period begin?
For most of EMC’s software products, software-related maintenance that is ordered at
the same time as the license for such software commences on the date of shipment of
the physical media or electronic availability of the software, and continues for the
period specified on the EMC quote. Renewals of software maintenance typically
commence and expire in accordance with the dates on the applicable EMC quote.
How can I determine the EMC Support Option for my product?
The first place to start is with your purchasing agent to advise on the EMC Support
Option. If he/she does not know which EMC Support Option applies, your EMC sales
representative or EMC Reseller should have a copy of the product or maintenance
renewal quote that references the applicable EMC Support Option for your EMC
Whom should I contact if I am interested in renewing or upgrading my
EMC Maintenance Renewal account managers are available to assist you and can be
contacted using the email addresses in Section 8.2.
What happens if I let my EMC maintenance lapse?
If you wish to reinstate EMC maintenance for an EMC product that is not under a
current maintenance contract, then such reinstatement is subject to both (i) the
amount EMC would have normally charged had EMC maintenance been in effect
during the period of the lapse, and (ii) a reinstatement/recertification fee at EMC’s
then-current Time and Materials rates and conditions. We encourage you to maintain
active maintenance coverage to secure your investment in EMC products.
8.2 MAINTENANCE RENEWAL ACCOUNT MANAGERS
For more details regarding any EMC Support Option, please contact EMC Maintenance
Renewals. To facilitate effective and efficient processing, our Maintenance Renewal
account managers are aligned by geography and product categories as outlined
Content Management Products, excluding ApplicationXtender
All Content Management Products
EUROPE, MIDDLE EAST, AND AFRICA
All Content Management Products
ALL OTHER EMC
9. CONTACT SUMMARY INFORMATION
There are various channels for contacting EMC Customer Support:
EMC ONLINE SUPPORT
LIVE CHAT (AVAILABLE ON THE EMC ONLINE SUPPORT SITE)
• For quick answers to technical and support questions
SERVICE CENTER ON THE EMC ONLINE SUPPORT SITE
• For Service Request creation and management
• For site account management
• For product enhancement requests
• For assistance with registration of EMC “Customer-installable” equipment
TELEPHONE (EXCEPT FOR LICENSING OR INSTALL BASE
MANAGEMENT ISSUES RELATED TO EMC CONTENT
MANAGEMENT, ARCHIVING, AND BACKUP AND RECOVERY
SOFTWARE; SEE BELOW)
• United States: 1-800-782-4362 (1-800-SVC-4EMC)
• Canada: 1-800-543-4782 (1-800-543-4SVC)
• Worldwide: +1-508-497-7901
• Local country support numbers:
TELEPHONE (FOR LICENSING OR INSTALL BASE
MANAGEMENT ISSUES RELATED TO EMC CONTENT
MANAGEMENT, ARCHIVING, AND BACKUP AND RECOVERY
• Americas and Australia: +1 408-566-2000, option 3, option 2
If Reception answers, please request the “Licensing Department”
• Europe, Middle East, and Africa: +353 (0) 21-487-9862
• Asia: +353 (0) 21-487-9883
RECENT EMC ACQUISITIONS
EMC believes the information in this publication is accurate as of its publication date.
This document is provided for informational purposes only, shall not have any binding
effect on EMC, and does not modify, amend or supplement the terms and condition of
the applicable agreement(s) between EMC and you. EMC may modify this Guide, in
EMC’s sole discretion, without written notice to you. The specific details of EMC’s
warranty and maintenance offerings are set forth on the applicable EMC website,
currently located at www.LMC.com/producLs/warranLy_malnLenance. In the event of a
conflict between the information on such website and this document, the information
on the EMC website shall control.
THE INFORMATION IN THIS PUBLICATION IS PROVIDED “AS IS.” EMC CORPORATION
MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS, IMPLIED,
WRITTEN, ORAL OR OTHERWISE, WITH RESPECT TO THE INFORMATION IN THIS
PUBLICATION, AND ALL WARRANTIES OF EVERY TYPE AND NATURE ARE HEREBY
SPECIFICALLY EXCLUDED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-
INFRINGEMENT, AND ANY WARRANTY ARISING BY STATUTE, OPERATION OF LAW,
COURSE OF DEALING OR PERFORMANCE, OR USAGE OF TRADE. Use, copying, and
distribution of any EMC software described in this publication requires an applicable
To learn more about how EMC
products, services, and solutions can
help solve your business and IT
challenges, contact your local
representative or authorized reseller—
or visit us at www.EMC.com
The trademarks, logos, and service marks (collectively “Trademarks”) appearing in this document
and on the EMC website(s) referenced in this document are the property of EMC and other parties.
Nothing contained in this document or on the EMC website should be construed as granting any
license or right to use any Trademark without the prior written permission of the party that owns
the Trademark. A listing of current EMC trademarks is posted at the applicable EMC website,
currently located at http://www.emc.com/legal/emc-corporation-trademarks.htm.
© Copyright 2011, 2013 EMC Corporation. All rights reserved. Published in the USA.
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