Services Catalog
Hardware Maintenance
Service Express can provide 24x7x4 break/fix hardware support on all VNXe disk arrays. Service Express has access to all needed service, configuration, and troubleshooting documentation to correctly repair, replace and diagnose component failures. Service Express also has multiple trusted vendors to supply parts as well as several common fail items stocked locally.
Software Support
Service Express does offer administrative and Break/Fix support for the currently installed base software (Operating Environment or OE) as an additional charge to the Hardware Maintenance agreement.
Our EMC Clariion, Celerra and VNX/VNXe Software Support offering is designed to assist customers with performance, administrative break/fix and Unisphere troubleshooting in a static (no upgrades performed) environment only.
Features included in the Service Express offering include:
- Performance troubleshooting
- Unisphere Analyzer (NAR File) Analysis
- Storage Pool troubleshooting
- Troubleshooting of existing configuration
- PowerPath
- SANCopy
- MirrorView
- SnapCopy
- FASTCache
- Control Station troubleshooting
- Reinstallation media is the responsibility of the customer and can only be provided by EMC
- CIFS/NFS Troubleshooting
- User permission issues
- Remote Protection Suite
- Local Protection Suite
Services available on a time and material basis:
- Configuration changes
- Deployment services
- Best practice analysis
- Capacity planning
- Data Protection Suite (DPS) Troubleshooting and Deployments
Firmware
Firmware and software updates are currently available without an active EMC Maintenance agreement on VNXe Series Systems (applies to VNXe Series ONLY).