Emc Customer Support Guide

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/suppo rt 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 of your service plan. 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 5 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 prepare. 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 http://support.emc.com. 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 http://www.emc.com/collateral/software/data-sheet/h1948-secure-remote-supp- 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 product(s). 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 Proven ™ 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. 6 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 Support Options. 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 http://www.emc.com/support/personalized/index.htm. • 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 products • 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 guide. 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. 7 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 Professional exams. 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 DVD format • Online Instructor-led Training (Online ILT)—Eliminates your need for traveling • e-Learning—Ideal for gaining or refreshing product/technology feature knowledge 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 Subscriptions • For organizational development planning, consider Training Units and Onsite engagements To learn more, visit https://education.emc.com 8 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: http://www.emc.com/support/emc-product-warranty-maintenance-use-rights.htm. 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 performance degradation • Production system and/or data is at high risk of potential loss or interruption • 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 limited • 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 unaffected • Production or development system has encountered a non- critical problem or defect and/or questions have arisen on product use 4 Request: Minimal system impact; includes feature requests and other non- critical questions • No customer business impact • Requests for enhancements 9 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 diagnostic commands. 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. 10 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 Celerra ® 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 ™ Service Manager (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. 11 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: www.emc.com/products/warranty_maintenance. 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. 12 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 environment. 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 release. 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 Primary-Support date. 13 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 support coverage). 14 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. 15 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. 16 5. USING EMC SECURE REMOTE SUPPORT (ESRS) 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 unavailability). 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- support.htm. 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 representative today. 17 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 power. 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 issue resolution. 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 WebEx. 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 this Guide. 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 identification and resolution: • System serial number • Connectivity information for the storage platform: modem phone number or IP address • Primary and secondary customer contact information (names, phone numbers, email IDs) 18 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 experience. 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. Customer Information: • Your EMC Site ID or company name and address where the product is installed • Your name, phone number, and email address Product Information: • For EMC systems: Serial number and product name • For EMC software: Host ID or product name and product version Issue/Question information: • 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 descriptions. 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. 19 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. 20 • Severity Level 2 Defects are typically prioritized for correction in the next Service Pack. • 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 onsite. 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 advance. 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). 21 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. https://community.emc.com/community/support/your_support_experience THURSDAY 6:00 p.m. local time 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 time EMC customer service technician reviews Service Request and DRU output and identifies the replacement part required. Replacement part is ordered. MONDAY 8:00am – 5:00pm local time Part arrives. INQUIRY TOPIC RESOURCE Issue isolated to non-EMC product Please contact your product vendor’s support organization directly. Performance tuning, capacity planning, application development 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. 22 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 Committee. 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. 23 8. RENEWAL OF CUSTOMER MAINTENANCE AGREEMENTS 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 MAINTENANCE AGREEMENTS 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 product. Whom should I contact if I am interested in renewing or upgrading my support? 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. 24 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 below. INFORMATION INTELLIGENCE GROUP SOFTWARE AMERICAS [email protected] Content Management Products, excluding ApplicationXtender [email protected] ApplicationXtender ASIA PACIFIC [email protected] All Content Management Products EUROPE, MIDDLE EAST, AND AFRICA [email protected] All Content Management Products ALL OTHER EMC HARDWARE AND SOFTWARE [email protected] 25 9. CONTACT SUMMARY INFORMATION There are various channels for contacting EMC Customer Support: EMC ONLINE SUPPORT (http://support.emc.com) 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 platforms 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: http://www.emc.com/contact-us/contact-us.esp TELEPHONE (FOR LICENSING OR INSTALL BASE MANAGEMENT ISSUES RELATED TO EMC CONTENT MANAGEMENT, ARCHIVING, AND BACKUP AND RECOVERY SOFTWARE) • 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 • http://www.emc.com/contact-us/contact/support-contact-info-customers- acquisitions.htm 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 software license. CONTACT US 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 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. 1/13 Guide H5518.3