EMC

EMC Hardware

Dell EMC (EMC Corporation until 2016) is an American multinational corporation headquartered in Hopkinton, Massachusetts, United States. Dell EMC sells data storage, information security, virtualization, analytics, cloud computing and other products and services that enable organizations to store, manage, protect, and analyze data. Dell EMC's target markets include large companies and small- and medium-sized businesses across various vertical markets.

EMC had over 70,000 employees and was the world’s largest provider of data-storage systems by market share, competing against NetApp, IBM, Hewlett Packard Enterprise, and Hitachi Data Systems (arranged in descending order of external data-storage market share). On October 12, 2015, Dell Inc. announced that it would acquire EMC in a cash-and-stock deal valued at $67 billion—the largest-ever acquisition in the technology industry.

Our Solution

We provide a full break fix solution with all parts and labor included and guaranteed response times. We place great importance in advance preparation so that we have skilled staff in the right place with the right part at the right time. All departments from our call center to our logistical teams are geared for high availability service delivery to meet the most demanding SLAs on a global basis.

During our transition and on-boarding process the system is set up to send email alerts, notifications, and 24hr heart beats to both our alert collection center and your storage group via your outbound SMTP mail server. During the transition period we request the SP Collect – if we have not already received this - from the arrays to ensure that we have full details on the array configuration and to detect any issues that may have gone unreported. We use the SP Collect data to inform our advance sparing.

Our advance sparing includes replacement drives of all types and capacity as currently in your array, fans, power supplies and link control cards and single point of failure components. Where we have international shipping and customs clearance matters to consider, we generally increase the holding of components to ensure we have all necessary.

When a hardware fault is detected our alert center automatically opens a ticket in our dispatch system and we alert you to the failure. At this point either our technical team will respond to correct the issue, or an appointment is made based on your contracted SLA. In cases where it is helpful that we perform diagnostics of a system failure, we use remote clients including but not limited to; RDP, VPN, TeamViewer, Real VNC, WEBEX and others.

We offer break-fix hardware maintenance with all parts and labor included to a variety of response times on the following families of EMC products:

Clariion
• CX Series: CX300, CX500, CX700
• CX3 Series: CX3-10, CX3-20, CX3-40, CX3-80
• AX4 Series: AX4, AX100, AX150
• CX4 Series: CX4-120, CX4-240, CX4-480, CX4-960
• Network Attached Storage S20 , NS-120 , NS40 , NS-480 , NS80 , NS40G , NS80G , NSX

VNX and VNXe
• VNX5100, VNX5300 VNX5500, VNX5700, VNXe3100, VNXe3300

VMAX
• VMAX 10K, VMAX 20K, VMAX 40K, VMAX GEN1

Symmetrix
• DMX800, DMX 1000, DMX 3000, DMX-3, DMX-4, all Legacy Symmetrix

Data Domain
• DD510, DD530, DD565, DD580, DD610, DD620, DD640, DD670, DD690, DD860, DD880, DD890

EMC CONNETRIX  
• All Products 
• Cisco
• Brocade

Our Credentials

We employ deeply skilled and highly qualified technical staff for all product lines listed and have level 3 EMC subject matter experts that assist in complex or unusual issues and to analyze error logs. With a true “follow the sun” support function we assure that all support tickets are dealt with quickly and efficiently regardless of the time of day or day of week.

Service Description

We provide all parts and labor necessary to restore equipment functionality. Our skilled staff will quickly repair all hardware failures to keep your backup operations running smoothly. Disk retention is included in our contracted maintenance.

We offer a variety of SLAs to provide our clients with a choice based on a consideration of criticality of the equipment, and the cost of service. Our 7x24x365 call center will efficiently dispatch your call for service to responding technical staff.

Service Level Agreements (SLAs)

Introducing:

Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

EMC Hardware

Software Service & Assurance

  • Phone Support – assist with operating system software related issues and troubleshooting
  • Log Analysis – provide in-depth troubleshooting and problem determination
  • Proactive Log Analysis – provide recommendations for system optimization
  • Firmware/Patching & Upgrade – where firmware is entitled to the end user and/or not restricted SSCS will assist in firmware acquisition and OS updates.
  • Remote Alert – for devices that have this function we will redirect the outbound messaging to our alert collection center and monitor the device for errors and alerts.

Firmware Entitlement

Firmware is restricted for EMC products. All systems will remain at current OS levels. For arrays that have reach or are nearing EOSL status, this is a no issue. For arrays that are still in current support status with EMC, we recommend we discuss your situation and potential needs for updates.

Request A Proposal

If you are interested in a receiving a proposal from us we will need some details about your filers. The arrayconfig -capture command queries the storage system for its configuration along with I/O port configuration information. When issued, the command will capture a storage system’s essential configuration data. The information is formatted in a CSV file format and is stored on the client workstation.Please copy and paste the output into the configuration box or attach the file below. For multiple filers, please contact us and we will set up a secure FTP login so that you can transfer the data. If there are any questions please make contact, we are happy to help.

Just a Partial List of the EMC Hardware We Service