1 © copyright 2011 emc corporation. all rights reserved. partner workshop bulgaria 2012 siegfried...
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1© Copyright 2011 EMC Corporation. All rights reserved.
Partner WorkshopBulgaria 2012
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Siegfried Gruber, Klaus Preyer
2© Copyright 2011 EMC Corporation. All rights reserved.
Agenda
EMC’s Partner Model– Rules of engagement– Contractual obligation– Operational responsibilities– Program requirements
3© Copyright 2011 EMC Corporation. All rights reserved.
Velocity Services (VS) QuickStartImplement
QuickStartSupport
VSImplement
VSManage
VSSupport
End User Contract
Install/Implement
On-Site Support*
First Call
Dispatch
Call Home
Logistics *
L1
L2
L3
Engineering
EMC EMC / Partner
Partner
*only HW Partner Sub 75K & SMB Commercial & Corporate
4© Copyright 2011 EMC Corporation. All rights reserved.
Elements of EMC’s Partner SupportEMC’s Partner Support
Technical Support
Remote Support
Spare Part Option
5© Copyright 2011 EMC Corporation. All rights reserved.
Details on Technical SupportEMC Partner Support
Technical Support– L3 Support (24*7)– EMC escalation support– EMC tool access– EMC self help tools– SW updates / downloads
6© Copyright 2011 EMC Corporation. All rights reserved.
Details of Remote Support (only available Out of Radius)EMC Partner Support
Dial Home Support– Partner can connect end user systems to EMC supportlab.– EMC monitors dial home from end user systems.– EMC dials into end user system and starts diagnose.– Dispatches partner for on site activities
7© Copyright 2011 EMC Corporation. All rights reserved.
OverviewSpare Part Solutions
Return to Factory (Part Subscription)– No extra cost during warranty
Spare Part Sharing– Pull fee € 1500 per pull
Spare Part Support
Data Domain– Currently only RTF available
8© Copyright 2011 EMC Corporation. All rights reserved.
Details to Return to Factory / Part SubscriptionSpare Part Solutions
Return to Factory (Part Subscription)
– Partner invests into Spare Parts
– Returns broken part to factory
– Receives new part within 20 days
9© Copyright 2011 EMC Corporation. All rights reserved.
Details to Spare Part SharingSpare Part Solutions
Spare Part Sharing– Spare Part Sharing contract needed– Partner invests in parts with higher failure rate (disks)– Partner get access to EMC Spare Part Center– Pays a pull fee of € 1500 per pull– Partner picks part up at SPC
10© Copyright 2011 EMC Corporation. All rights reserved.
Details to Spare Part SupportSpare Part Solutions
Spare Part Support– Spare Part Support contract needed– Partner orders Spare Part Support– Partner gets access to EMC SPC– Partner picks up part at SPC– FSTP for part handling– Available SPC
▪ Sofia
11© Copyright 2011 EMC Corporation. All rights reserved.
Details to Spare Part CostSpare Part Information
Recommended Spare Part Lists– Partner Web - https://servicepartners.emc.com/– Spare Part Kit cost
▪ CX480 ~ US$ 16.800▪ VNX 5500 ~ US$ 25.500
– Spar Part Kit Ratio▪ 1 / 10
– Spare Part Kit discount
Spare Part Order– Miscellaneous item in CXP
12© Copyright 2011 EMC Corporation. All rights reserved.
EMC Classic Support
EMC supplies during warranty for HW– Technical support– RTF part support
Spare Part Support– Order via Premium Uplift
Platform Software– Discount depending on Tier level
Post warranty renewal - EMC invoices– HW
— % of MLP for Remote Support— % of MLP for Technical Support— % of MLP for Spare Part Solution
– SW— % of MLP
13© Copyright 2011 EMC Corporation. All rights reserved.
Remote Support(end user dial home to EMC)
Technical support (24x7 tele, online, firmware code releases)
Parts Support(access EMC parts)
Parts Subscription(contractual agreement / RTF)
NOTE: % of Premium List Price
M-S
PSHW
-001
(SE-
P HW
–A)
M-S
PSHW
-002
(SE-
P HW
-B)
M-S
PDHW
-003
(SD-P
HW
-C)
M-S
PSHW
-003
(SE-
P HW
-C)
M-S
PDHW
-001
(SD-P
HW
-A)
M-S
PDHW
-002
(SD-P
HW
-B)
M-S
PDSW
-001
(SX-
P SW
)M-S
PDSW
-002
(SD-P
SW
+)
TOTAL
EMC Partner Support Options
14© Copyright 2011 EMC Corporation. All rights reserved.
Velocity Program
15© Copyright 2011 EMC Corporation. All rights reserved.
Unisphere™
Next Generation Unified StorageOptimized for today’s virtualized IT
VNXe3100 VNX7500VNX5700VNXe3300 VNX5100 VNX5500VNX5300
QS Implement
QS Support.
S75 Products
16© Copyright 2011 EMC Corporation. All rights reserved.
Velocity *Compliance Overview Adv. Consolidate• 1 ASA• 1 TA• 1 IE per product
BRS • 1 ASA• 1 TA• 1 IE per product
Gover. & Archive• 1 ASA• 1 Pre-Sales• 1 Post-Sales
• # Sales Accreditations• # Velocity System Engineers • $K minimum revenue required
Consolidate• 1 ASA• 1 TA• 1 IE per product
• Signed Reseller Marketing Support Agreement
Affiliate Elite
Affiliate
Authorized
• # Velocity Affiliate Enablement Center – Sales track • # Velocity Affiliate Enablement Center – System Engineer track• $K minimum revenue required **
Premier(1 specialty)
SSCP & Signature
(2 specialties) • # Sales Accreditations
• # Velocity System Engineers • # Specialty Designation (Requirements for Specialty Designations listed above)• Velocity Services Implement compliant• $K minimum revenue required
• # Sales Accreditations• # Velocity System Engineers• # Specialty Designations (Requirements for Specialty Designations listed above)• Velocity Services Implement compliant• $M minimum revenue required• Solution Centre Required for Signature Solution Centre Partners (By invitation only)
SpecialtyDesignation
* Compliance revenue and resource requirements vary by country. Requirements and Benefits documents by country are available on Powerlink in the Velocity Resource Center (http://powerlink.emc.com)** Minimum revenue requirement to maintain Affiliate tier compliance is measured 12 months after attainment of Affiliate tier
17© Copyright 2011 EMC Corporation. All rights reserved.
Specialties & Requirements
18© Copyright 2011 EMC Corporation. All rights reserved.
Accreditation and Certification RequirementsVelocity Specialty - Consolidate
Sales Pre-Sales Implement
Advanced Sales Accreditation Workshop
Technology Architect EMCTAVNX Solution Specialist Level
Certification
VNX Solution Specialist Exam Technology Architects E20-545
VNX Design Solution Exam for Technology Architects E20-324
Implementation Engineer VNXSolution Specialist Level Certification
Technology Specific- RecoverPoint Data Replication and Recovery Certification
VNX Solution Specialist Exam for Implementation Engineers
E20-390
E10-001 Information Storage and Management v2 Exam
Post- class assessment test
RecoverPoint Data Replication and Recovery
Exam E22-275
or
RecoverPoint / SE Implementation
19© Copyright 2011 EMC Corporation. All rights reserved.
Accreditation and Certification RequirementsVelocity Specialty – Advanced Consolidate
Sales Pre-Sales Implement
Advanced Sales Accreditation Workshop
Technology Architect EMCTASymmetrix Solution
Specialist Level Certification
Symmetrix Solution Specialist Exam for Technology Architects E20-515
Symmetrix Solution Design Solution Exam for Technology Architects E20-326
Implementation Engineer Symmetrix Solution
Specialist Level Certification
Symmetrix Solution Specialist Exam for Implementation
Engineers E20-335
E10-001 Information Storage and Management v2 Exam
Post- class assessment test
20© Copyright 2011 EMC Corporation. All rights reserved.
Accreditation and Certification RequirementsVelocity Services – Support
Symmetrix Centera
Platform Engineer EMCPESymmetrix Solution
Specialist Level Certification
Symmetrix Specialist Exam for Platform Engineers
3 x E20-616
Platform Engineer EMCPE Centera Solution Specialist
Level Certification
EMC Centera Specialist Exam for Platform Engineers
3 x E20-670
E10-001 Information Storage and Management v2 Exam
VNX
Platform Engineer EMCPEVNX Solution Specialist Level
Certification
VNX Specialist Exam for Platform Engineers
3 x E20-690
21© Copyright 2011 EMC Corporation. All rights reserved.
Accreditation and Certification RequirementsVelocity Specialty – Backup Recovery
Sales Pre-Sales Implement
Advanced Sales Accreditation Workshop
Technology Architect EMCTABackup Recovery Solution
Specialist Level Certification
Backup Recovery SolutionsSpecialist Exam for Technology
Architects E20- 591
Backup Recovery SolutionsDesignExam for Technology
Architects E20- 329
Implementation EngineerBackup RecoveryNetworker Specialist Level Certification
Implementation EngineerBackup RecoveryAvamar Specialist Level Certification
Backup Recovery-Networker Specialist Exam for
Implementation Engineers E20- 593
EMC Data Domain Deduplication, Backup Recovery Exam E20-290
Post- class assessment test
Backup Recovery-Avamar Specialist Exam for Implementation Engineers
E20- 594
E10-001 Information and Management V2 Exam OR E20-005 Backup Recovery Associate Exam
22© Copyright 2011 EMC Corporation. All rights reserved.
Accreditation and Certification RequirementsVelocity Services – BRS Support
Data Domain AVAMAR Centera
Troubleshooting Assessment TBD
Avamar Specialist Level Certification
AVAMAR Specialist Exam for Storage Administrators
E20-598
Platform Engineer EMCPE Centera Solution Specialist
Level Certification
EMC Centera Specialist Exam for Platform Engineers
3 x E20-670
E10-001 Information Storage and Management v2 Exam
Data Domain Troubleshooting for Partners TBD
Networker
Networker Specialist Level Certification
NetWorker Specialist Exam for Storage Administrators
E20-597
23© Copyright 2011 EMC Corporation. All rights reserved.
Training Information
24© Copyright 2011 EMC Corporation. All rights reserved.
Training
Velocity Specialty Training Catalog– http://powerlink.emc.com/km/live1/en_US/Training/Supporting_Collateral/Ed_Services_Velocity_Training_Catalog.pdf
Partner Education Catalog– EMC Proven Professional Certification– http://education.emc.com/content/_common/docs/training/partner_Catalog.pdf
Information and Registration for Platform Engineer– Training Coordinator: Andrea Lazar
Partner Web– Learning path information
25© Copyright 2011 EMC Corporation. All rights reserved.
How to see my training account• Access Education Services page
• http://edu.corp.emc.com/gs/certification/default.aspx
• Click „Enrollment / Transcript“ in My Account• See list of trainings according to selected Status
26© Copyright 2011 EMC Corporation. All rights reserved.
Velocity Compliance
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Velocity Program Compliancy
The Velocity Services Scorecard released within PRM
The VS Score Card hosts all relevant information of Service Enablement (VSI, VSS, QSI, QSS)
– Deployed status, Certification status, ...
Certification Compliancy Rules built into PRM
The VS Score Card is visible for Partners through Partner Central
The VS Score Card in PRM will drive the VSS deployment letter
Velocity Services Support Deployment Letter– Enables Partner to deliver support for specific EMC products
28© Copyright 2011 EMC Corporation. All rights reserved.
Rules & ExceptionsTo recognize challenges for Partners become VSS compliant …
N-2 certifications
2 Support Resources in special situations
Exceptions valid until end of 2012– next review in November 2012
2013 VSS Deployment Letter only for compliant Partner
29© Copyright 2011 EMC Corporation. All rights reserved.
Velocity Services Score Card Visible for Partners
Shows certification status
Shows deployment status
Contains QSI, QSS, VSI, VSS, VSM
30© Copyright 2011 EMC Corporation. All rights reserved.
… DRAFT …
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VNXe QSS
32© Copyright 2011 EMC Corporation. All rights reserved.
QuickStartImplement
QuickStartSupport
VSImplement
VSManage
VSSupport
End User Contract
Install/Implement
On-Site Support*
First Call
Dispatch
Call Home
Logistics *
L1
L2
L3
Engineering
EMC EMC / Partner Partner
*only HW Partner Sub 75K & SMB Commercial & Corporate
33© Copyright 2011 EMC Corporation. All rights reserved.
Unisphere™
Next Generation Unified StorageOptimized for today’s virtualized IT
VNXe3100 VNX7500VNX5700VNXe3300 VNX5100 VNX5500VNX5300
QS Implement
QS Support.
S75 Products
34© Copyright 2011 EMC Corporation. All rights reserved.
Service Enablement in 4 Simple Steps
1. Apply to become an Authorized Reseller or Velocity Solution Provider partner
2. Complete Sales and SE training via the VAEC
3. Sign the QuickStart Services Implement and Support contracts
4. Complete the Implement and support training via the VAEC
QuickStart Services Implement Training: 12.5 Hrs
QuickStart Services Support Training: 17.5 Hrs*
(* 12.5 Hrs of Implement training is included)
35© Copyright 2011 EMC Corporation. All rights reserved.
VNXe Module TestsImplement• VNXe Base Implement
• VNXe Total Protection
• VNXe Total Value
Support• VNXe Base Support
• VNXe Total Protection
• VNXe Total Value
36© Copyright 2011 EMC Corporation. All rights reserved.
VNXe Warranty Comparison
Warranty3100 VNXe EMC Basic
3300 VNXeEMC Enhanced
VNXe Support Partner
Hardware
Term 3 Years 3 Years 3 Years
Replacement PartsNext Business Day Delivery,
Advanced ExchangeNext Business Day Delivery,
Advanced ExchangeNext Business Day
Delivery, Advanced Exchange*
HW Remote Support 5x9 7x24Partner: L1/L2
EMC: L3 to partner 24x7
On Site Support NoneNext Business Day (for non-CRU only)
Delivered by Partner
Optional Buy-Ups Enhanced, Premium PremiumPurchase Spare Parts
3 yr RTF
Software
SW Warranty 90 days media only 90 days media only 90 days media only
SW Remote Support EMC EMCPartner: L1/L2 .
EMC: 24x7 Support: code updates
EMC SW Maintenance Options(required from “day 1” for code updates and tech support)
Basic, Enhanced, Premium Enhanced, Premium S-Partner SW Support
* within EMCs logistic Network
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QuickStart Services Deployment Letters
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VNXe Summary
Tier 1 Partner need to sign a contract
Extra discount only after all requirements are fulfilled.
Discount 3% on list price for warranty period
All training modules available on Power Link
Training for free
In Network NBD spare part support through DHL
39© Copyright 2011 EMC Corporation. All rights reserved.
Partner Quality
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Why do Vendors control Partners Support QualityPartner Quality Project
Ensure high Support Quality
Continuously enhance Partner Quality
Sustain Customer Satisfaction
41© Copyright 2011 EMC Corporation. All rights reserved.
42© Copyright 2011 EMC Corporation. All rights reserved.
A new Quality Control Methodology
Based on data
Continuously measured not only once a year
Apply it for all existing servicing partner types
Establish a scalable solution
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Key Performance Indicators
GCS Remote
Proactive
Financial
Knowledge
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Currently implemented KPIs
FCO implementation
MSA number usage
Certification
Install base
Compliancy status
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FCO Overview KING ICT Croatia SDPTask Owner Name KING ICT Croatia SDP <- select your partner here
Quarter Sr Master Status Code under 30 30-60 60-90 over 90Q4-2010 CLOSED 2 1
OPEN 2Q1-2011 CLOSED 2 2 1Q2-2011 CLOSED 3 2Q3-2011 CLOSED 3 2
OPEN 8Q4-2011 CLOSED 2 3 4 2
OPEN 1Grand Total 21 11 4 4
CLOSED OPEN CLOSED CLOSED CLOSED OPEN CLOSED OPENQ4-2010 Q1-2011 Q2-2011 Q3-2011 Q4-2011
0
2
4
6
8
10
12
FCO Overview Q4-2010 to Q4-2011
under 30 30-60 60-90 over 90
46© Copyright 2011 EMC Corporation. All rights reserved.
Q1-2011 Q2-2011 Q3-2011 Q4-20110
1
2
3
4
5
Correct MSA# Usage
no
This calculation only contains orders with the flags "EMC to Install" and "EMC to Maintain"
set to "No"
Partner KING<- select your partner
here
Count of Quote Number MSA# known?
Quarter no Grand Total
Q1-2011 2 2
Q2-2011 2 2
Q3-2011 5 5
Q4-2011 5 5
Grand Total 14 14
MSA Number Usage
47© Copyright 2011 EMC Corporation. All rights reserved.
Partner Quality Cycle
Monitor KPIs
Assess Operation
Balance in Scorecard
Quality Feedback
48© Copyright 2011 EMC Corporation. All rights reserved.
Partner Communities
49© Copyright 2011 EMC Corporation. All rights reserved.
E-Services Webcast
Available since November 2011
Very high participation rate
Available every 2 weeks
50© Copyright 2011 EMC Corporation. All rights reserved.
ContentsE-Services
Benefits to you as a Partner of Powerlink
Knowledgebase search
Live Chat Support.
Product pages
Product Forums
Software downloads and licensing
Case and account Management.
Partner Web
Product & Diagnostics Tools
51© Copyright 2011 EMC Corporation. All rights reserved.
Champions Call
Live meeting webcast for Compliant VSS partner
Calls delivered by EMC product SME‘s
Best practices troubleshooting and case studies
Performance troubleshooting
Feedback and Q&A
Training recommendations
Tools available to use wen diagnose product issues
52© Copyright 2011 EMC Corporation. All rights reserved.
Services Partner eXchange (SPeX) Online Community On The EMC Community Network (ECN)
– Services Partners– EMC Global Services Employees
Online Resource– Enablement Resources– Subject Matter Professionals
▪ Opinions▪ Frequently Asked Questions (FAQ)
– Business Solutions– Keyword Search references
Register at:– https://developer-content.emc.com/login/login.asp
53© Copyright 2011 EMC Corporation. All rights reserved.
Services Partner eXchange (SPeX)Continued Pre-Launch Demonstration At EMEA Partner Conference In Vienna, 3-5 of October 2011
– Resulted In Many SPeX Memberships
Top Viewed SPeX Content– EMEA Velocity Service Partner Conference 2011 Kickoff– QuickStart Services – Partner Guides– QuickStart Services Frequently Asked Questions (FAQ)– Champions Program– Velocity Services: Training
SPeX Highlights (Promotion)– Monthly Updates Sent To EMC Global GSP Distribution List– Includes Top Participants, Featured Content, Metrics, Etc.
Velocity Connection Newsletter (Promotion)– SPeX Message Included In Each Monthly Edition
54© Copyright 2011 EMC Corporation. All rights reserved.
Work with EMC
55© Copyright 2011 EMC Corporation. All rights reserved.
Work with EMC
Work with EMC – Product order in CXP
▪ MSA number▪ Spare Part order
– System registration▪ PNT – what is required
– Data base cleanup– Escalation procedure
▪ When & to whom▪ EMC Online Support
– Tier 2 partner setup– Tools and information
56© Copyright 2011 EMC Corporation. All rights reserved.
Master Agreement Number definitionThe Master Agreement Number (MSA#) is:
• An unique number assigned to Velocity Service Partner• Define the type of Service the partner is entitle to deliver• Define the Support Level obligation of EMC versus the partner
If Correctly entered at time of Order:• Enable EMC Global Service to correctly flag all products supported
by our Velocity Partner.• Help EMC Global Services to entitle the Velocity Partner with the
correct Service Level.
57© Copyright 2011 EMC Corporation. All rights reserved.
If the MSA# is correctly entered at time of order it will set the following fields and flags:
All Servicing Partners• Set the Support Contract to the appropriate L3 service
item– Technical Support– Remote support– Part Subscription– Etc.
• Set “Service Provider” equal to Partner Name
Master Agreement Number fields setting
58© Copyright 2011 EMC Corporation. All rights reserved.
Bulgarian Partner MSA Numbers
S&T
Global Consulting
Solytron
CNSYS
Mnemonica
ATOS
59© Copyright 2011 EMC Corporation. All rights reserved.
Spare Part order
Get spare part kit definition from Service Partner Web
Create Excel File with Selected Part
Open Empty Chart and attach File with Spare parts in channel express
Local Sales will drive Price escalation and initiate discount normal Value would be 60% of List price
60© Copyright 2011 EMC Corporation. All rights reserved.
PNTPartner Notification Tool
61© Copyright 2011 EMC Corporation. All rights reserved.
PNT Tool IssuesSystem registration
Incorrect Partner Relation– Needs to be SD- Partner to ensure correct PDR
Missing Connection records– Should be treated with high Care as it saves time in break
fix situations ( passwords..... )
Customer details and contacts– Should be complete and correct
62© Copyright 2011 EMC Corporation. All rights reserved.
WHY PNT ?
PNT is a tool that partners can utilze for:
– Create NEW SITE ID ( Party Number )
– Record into EMC DB ALL new EMC products;
– Record ALL upgrades completed;
– Record each type of remote connection installed;
63© Copyright 2011 EMC Corporation. All rights reserved.
WHY PNT ?
Advantages from PNT utilization:
– TTR, EMC knows where HW is installed;
– Remote connection DECLARED, so EMC support knows IF & HOW
can connect into the box;
– HIGH CSAT and TCE = $$$
64© Copyright 2011 EMC Corporation. All rights reserved.
WHERE is PNT ? 1/3
65© Copyright 2011 EMC Corporation. All rights reserved.
Where is PNT ? 2/3
66© Copyright 2011 EMC Corporation. All rights reserved.
Where is PNT ? 3/3
67© Copyright 2011 EMC Corporation. All rights reserved.
PNT !!!!
68© Copyright 2011 EMC Corporation. All rights reserved.
PNT ToolSystem registration
69© Copyright 2011 EMC Corporation. All rights reserved.
PNT (Example of Site ID CREATION 3/3 )
- 69
Survey Customer Contact
Alternative Customer Contact
Customer technical contact
70© Copyright 2011 EMC Corporation. All rights reserved.
PNT HYSTORY e TRAINING
Partner can view their “Open” or “Closed”
activities by clicking on “My PNT History”
Training for PNT available for partners
71© Copyright 2011 EMC Corporation. All rights reserved.
PNT OFFLINE FORMS 1/2
72© Copyright 2011 EMC Corporation. All rights reserved.
PNT OFFLINE FORMS 2/2
73© Copyright 2011 EMC Corporation. All rights reserved.
PNT User Confirmation
1b1c
Confirm is emailed: To: CS HelpDesk To: Partner User CC: ITALY_ASR
74© Copyright 2011 EMC Corporation. All rights reserved.
Common IssuesData base cleanup
System shown in DB as Shipped not installed– Common with SW and Upgrades
PDR not set ( Primary Dispatch resource)– Missing MSA number at order– Worng Partner Relation set with PNT ( SD- Partner)
Connection Records not set
Missing Code Information
Missing contact informations
Multiple Sites in system for one customer
75© Copyright 2011 EMC Corporation. All rights reserved.
EMC SUPPORT
& ESCALATION
76© Copyright 2011 EMC Corporation. All rights reserved.
Whom and WhenEscalation procedure and rules
Partner is reponsible to drive escalation ( level 1,2 involved and Management attention)
Sev 1 Cases should be escalated to EMC Service Manager latest after 2 h during office hour or Duty Manager out of office hours
– Escalation should have some prework done▪ Open SR ▪ Clear Problem Descritpion▪ Contact people from local Team and Lab if available▪ Customer impact Server effected, Application and User effected if DU how long if DL how much
data and if Back up available
Sev 2 cases within Same day if no solution available
77© Copyright 2011 EMC Corporation. All rights reserved.
EMC ONLINE SUPPORT
https://support.emc.com
78© Copyright 2011 EMC Corporation. All rights reserved.
EMC Online Support
Product and task-focused navigation: Allows you to quickly and easily find the information or feature you are looking for
New search engine infrastructure: Delivers high performance, scalability, and best-of-breed search features including dynamic and faceted search
Personalization features: Define the products and tasks you are most interested in to get quick and easy access to appropriate features and information
EMC Support Community Forums: Integrated access to and search of the forums, makes your self-service experience more social
FAST + PERSONAL + SOCIAL
79© Copyright 2011 EMC Corporation. All rights reserved.
Home Page
From the main navigation, you have quick access to the 5 primary support areas
Use “My Tasks” to configure your home page with the resources you need to complete common tasks
From the right-rail on most pages, you get one-click access to key support tools and resources
80© Copyright 2011 EMC Corporation. All rights reserved.
Support by Product
Your one-stop-shop for all you need to know about support for a given product
The most recent available information is dynamically presented
From the “Support by Product” tab you can:– Search for a product, or – Select from “My Products” or
“Recently Visited Products” to quickly access product specific Search, Downloads, Content and Technical Advisories
81© Copyright 2011 EMC Corporation. All rights reserved.
Support by ProductOnce the product page is displayed for the selected product:
Click the “Add to my products” link to add the given product to your “My Products” list displayed on the “Support by Product” and “Downloads” tabs
Access key resources on this page:– Training and How-To Videos– Advisories – Support Topics– Discussions on the Support
Community Forum for the selected product
82© Copyright 2011 EMC Corporation. All rights reserved.
Downloads
Lets you manage your software products and entitlements online
From the “Downloads” tab you can:– Search for a product, or – Select from “My Products” or
“Recently Visited Products” to quickly access product specific downloads
83© Copyright 2011 EMC Corporation. All rights reserved.
From the Community tab, you have integrated Search of and access to the EMC Support Community Forums
Use the Support Forums in the EMC Support Community to post and answer questions, collaborate, follow topics, and share real world experiences
From here you can also quickly get to other EMC communities
Community
84© Copyright 2011 EMC Corporation. All rights reserved.
Use “Service Center” as your home base for managing your EMC Support, including:– Tasks for product registration
and license management– Service request creation and
management, including launching a Live Chat session, and
– Site administration
• You get quick and holistic access to site-wide SR history as well as contract information including status of warranty and support coverage
• For those familiar with the My Support feature on Powerlink, the “View and manage service requests” link, replaces that feature
Service Center
1
1
85© Copyright 2011 EMC Corporation. All rights reserved.
Online Support Search is a unified, support-focused and tuned search
You can scope your search by:– typing in a product,
and/or– selecting a specific
resource such as Knowledgebase, Documentation, Forums and Downloads
Search
86© Copyright 2011 EMC Corporation. All rights reserved.
The most relevant results are displayed based on the selection criteria
Improved display features let you find what you need faster
For example, faceted results display lets you easily refine or expand your search
Hover over an icon in the result list for its definition
Search
87© Copyright 2011 EMC Corporation. All rights reserved.
Live Chat is the preferred channel to initiate service requests of any severity including part order related questions
Interacting through Live Chat has been proven to significantly improve time to resolution for EMC Customer issues
Provides quick and directaccess to subject area experts without first logging a service request
Eliminates telephone hold times and waiting for a call back
Live Chat
88© Copyright 2011 EMC Corporation. All rights reserved.
Multilingual Support
Localization of the Online Support experience is an ongoing process– Multilingual support is provided for Support
by Product, Downloads and Live Chat – Partial multilingual support is provided for
Service Center and the Community tab– Support content continues to be localized
for all products on an ongoing basis
89© Copyright 2011 EMC Corporation. All rights reserved.
License Support
90© Copyright 2011 EMC Corporation. All rights reserved.
Click on link “Get and Manage Licenses”
Select a product family from the list to launch the corresponding license management application.
Get and Manage Licenses
91© Copyright 2011 EMC Corporation. All rights reserved.
Any problems with license, an SR is needed to be opened or CHAT session.
For license request – use “Technical Problem”
Enter Site ID for the order
Select Product from list
Summary: Enter details of order/license request, provide SO #, node locking ID if known, etc.
If selected Online Web Support – then all communication is done through Powerlink Web/SR only.
If escalation is needed please call EMC Licensing Hotline: +353 (0)21 487 9862, or email [email protected]
How to create an SR for a license request issue?
92© Copyright 2011 EMC Corporation. All rights reserved.
Get Started with Online Support
Current Powerlink users already have access to the new Online Support site with their existing login credentials
If a new user, go to http://support.emc.com to register for EMC Online Support today1. Click “Register Now”2. Follow the online registration steps, making sure to fill in all
required fields including your business email address3. Once your registration is processed, you will receive an email
confirming access and providing additional information regarding completion of your registration and initial login
93© Copyright 2011 EMC Corporation. All rights reserved.
Spare part SLO
94© Copyright 2011 EMC Corporation. All rights reserved.
Spare part SLOGeneral Description:EMC holds local spare in mentioned local Spare part center to support 24X7 access for Service partner who sold EMC product in Bulgaria and include EMC premium support option.To ensure coverage EMC runs regular Installed Base reports and automatically updates local Stock in Sofia.The Service level objective is depending on the sold Service level as outlined in below table
95© Copyright 2011 EMC Corporation. All rights reserved.
Spare part SLO
In case local spare part should not be available at the EMC Spare part Center EMC will depending on the situation and severity provide the part from any nearby Spare part Center or send it from Central HUB in Cork. ( see below table of possible delivery methods)
•Local•Part positioned to be 4 hours from the installed base •Regional•Part positioned to be 24 hours from the installed base •Distribution Centre •Part positioned to be 48 hours from the installed base
96© Copyright 2011 EMC Corporation. All rights reserved.
Spare part SLO·The related Service delivery options for this SLO are outlined as below
·Emergency Delivery ASAP response
Dedicated DeliveryTracked by Call Centre
·Scheduled (ES) Delivery at a predetermined time and place in office hours only !
Dedicated Delivery
·Network Delivery (WE) Delivery in “The Big Red / Yellow Van”
Delivery by Close of business per the service offering any time between NBD 08:00- 17:00 o’clock
·Network Time Definite Delivery Pre 09:00 (WT)
Pre 12:00 (WK)
97© Copyright 2011 EMC Corporation. All rights reserved.
98© Copyright 2011 EMC Corporation. All rights reserved.
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