Support

Support Options

Select the EMC support option that best meets the needs of your organization and your information infrastructure.

Premium support option — Gain the fastest and most comprehensive level of support which delivers 7x24, same-day, and onsite support for data centers around the globe. Choose this option if real-time response to outages and rapid onsite dispatch for parts replacement are essential to your business operations.
Enhanced support option — Count on 24x7 remote support and access to EMC's global network of support centers for troubleshooting. Next-business day service and parts delivery empower you to perform routine parts replacement using EMC serviceability tools.
Basic support option — Choose this value-based option for nonmission-critical environments in which remote support meets your needs and enables your team to perform straightforward parts replacement.

Three levels of support—basic, enhanced, and premium—enable you to choose the support option that's right for your organization's information criticality.

	Premium Support Option	Enhanced Support Option	Basic Support Option
Onsite Support	Installation of platform operating system updates	Next business day onsite response objective for hardware
	Installation of replacement parts
	Four-hour onsite response objective for hardware
Proactive Service	Root-cause analysis
	Critical account case escalation management
	Secure remote support monitoring for hardware
Technical Support	24x7 hardware and software technical support and remote troubleshooting		Business hours hardware and software technical support
	Cooperative support escalation process
	Customer-managed case severity level
Secure Self-Help	24x7 access to Powerlink eService support tools including knowledgebase, forums, and software updates as well as E-Lab Interoperability Navigator
	Proactive, Preemptive, Mission-Critical Support	Round-the-Clock Rapid Resolution	Care Essentials for Self-Support

This chart is provided for informational purposes only and shall not have any binding effect on EMC. The specific details of EMC's warranty and maintenance offerings are set forth on the applicable EMC website, currently located on the warranty and maintenance page, and shall control in case of any discrepancy with the information on this page.

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