1. Partner Workshop
Bulgaria 2012
Siegfried Gruber, Klaus Preyer

2. Agenda EMC’s Partner Model Rules of engagement Contractual obligation
Operational responsibilities
Program requirements

3. Velocity Services (VS)
EMC / Partner
Title
Month Year
Velocity Services (VS)
EMC
Partner
QuickStart
Implement
Support VS
Manage
End User Contract
Install/Implement
On-Site Support*
First Call
Dispatch
Call Home
Logistics * L1 L2 L3
Engineering
There are 5 different Service Engagement Models between Partner and EMC available which allow the partner to sell and deliver Implement, Install and Maintenance Services.
Depending on the model the Partner does different tasks along the Service delivery chain while he is backed up with EMC Back to back agreements and services.
The QuickStart Services Implement and Support Models are designed for the S75k and SMB space and make it very easy to engage with EMC as the products are easy to maintain and the training is easy to consume. It consists only of couple of hours out of web-based trainings.
( The QuickStart Services Implement (QSI) program is actually available for VNXe, VNX 5100 & 5300, DD-140, CX-120 and NX4
The QuickStart Services Support (QSS) is actually available for VNXe 3100 & )
A Velocity Services Implement Partner is delivering the PS and hands over the systems (HW/SW) for maintenance back to EMC.
The Velocity Service Managed Partner Model is being evaluated for EMEA and allows the Partner to own the contract and deliver only limited Services while the major part is delivered by EMC Customer Support Services. Some of the DataDomain Servicing Partner will be transferred into the Velocity Services Managed Partners.
A Velocity Services Support Partner is delivering maintenance services to his end user. Therefore Velocity Services Support Partners have to have an Service infrastructure like Call center, Onsite Support and Logistic .
For Velocity Support Partner in OOR situations and for products like Symmetrix (not an partner support service option IR yet) EMC may offer additional Support like Call Home, Logistic or L1, L2 depending on country needs and partner capabilities.
So a QuickStart Services and Velocity Services Partner can moves up the chain and have more earning posibilities as he gets or enables more Service Capability.
Sub 75K & SMB
Commercial & Corporate
*only HW Partner

4. EMC’s Partner Support Technical Support Remote Support
Elements of EMC’s Partner Support
Technical Support
Remote Support
Spare Part Option

5. EMC Partner Support Technical Support Details on Technical Support
EMC escalation support
EMC tool access
EMC self help tools
SW updates / downloads

6. EMC Partner Support Dial Home Support
Details of Remote Support (only available Out of Radius)
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. Spare Part Solutions Return to Factory (Part Subscription)
Overview
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. Spare Part Solutions Return to Factory (Part Subscription)
Details to Return to Factory / Part Subscription
Return to Factory (Part Subscription)
Partner invests into Spare Parts
Returns broken part to factory
Receives new part within 20 days

9. Spare Part Solutions Spare Part Sharing Details to 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. Spare Part Solutions Spare Part Support Details to 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. Spare Part Information
Details to Spare Part Cost
Recommended Spare Part Lists
Partner Web -
Spare Part Kit cost
CX480 ~ US$
VNX 5500 ~ US$
Spar Part Kit Ratio
1 / 10
Spare Part Kit discount
Spare Part Order
Miscellaneous item in CXP

12. 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. EMC Partner Support Options
Parts Support
(access EMC parts)
Parts Subscription
(contractual agreement / RTF)
Remote Support
(end user dial home to EMC)
Technical support
(24x7 tele, online, firmware
code releases)
TOTAL
M-SPSHW-001
(SE-P HW –A)
M-SPSHW-002
(SE-P HW-B)
M-SPSHW-003
(SE-P HW-C)
M-SPDHW-001
(SD-P HW-A)
M-SPDHW-003
(SD-P HW-C)
M-SPDSW-001
(SX-P SW)
M-SPDSW-002
(SD-P SW +)
M-SPDHW-002
(SD-P HW-B)
NOTE: % of Premium List Price

14. Velocity Program

15. Next Generation Unified Storage
Optimized for today’s virtualized IT
Unisphere™
S75 Products
VNXe3100
VNXe3300
VNX5100
VNX5300
VNX5500
VNX5700
VNX7500
QS Implement
QS Support.

16. Velocity *Compliance Overview
Adv. Consolidate
1 ASA
1 TA
1 IE per product
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
Specialty Designation
# 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)
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
Premier
(1 specialty)
# Sales Accreditations
# Velocity System Engineers
$K minimum revenue required
Affiliate Elite
# Velocity Affiliate Enablement Center – Sales track
# Velocity Affiliate Enablement Center – System Engineer track
$K minimum revenue required **
Affiliate
Signed Reseller Marketing Support Agreement
Authorized
* Compliance revenue and resource requirements vary by country. Requirements and Benefits documents by country are available on Powerlink in the Velocity Resource Center (
** Minimum revenue requirement to maintain Affiliate tier compliance is measured 12 months after attainment of Affiliate tier

17. Specialties & Requirements

18. Velocity Specialty - Consolidate
Accreditation and Certification Requirements
Sales
Pre-Sales
Implement
Advanced Sales Accreditation Workshop
Technology Architect EMCTA
VNX Solution Specialist Level Certification
Implementation Engineer VNX
Solution Specialist Level Certification
Technology Specific
- RecoverPoint Data Replication and Recovery Certification
Post- class assessment test
VNX Solution Specialist Exam Technology Architects E20-545
VNX Design Solution Exam for Technology Architects E20-324
VNX Solution Specialist Exam for Implementation Engineers
E20-390
RecoverPoint Data Replication and Recovery Exam E22-275 or
RecoverPoint /
SE Implementation
E Information Storage and Management v2 Exam

19. Velocity Specialty – Advanced Consolidate
Accreditation and Certification Requirements
Sales
Pre-Sales
Implement
Advanced Sales Accreditation Workshop
Technology Architect EMCTA
Symmetrix Solution Specialist Level Certification
Implementation Engineer Symmetrix Solution Specialist Level Certification
Post- class assessment test
Symmetrix Solution Specialist Exam for Technology Architects E20-515
Symmetrix Solution Design Solution Exam for Technology Architects E20-326
Symmetrix Solution Specialist Exam for Implementation Engineers
E20-335
E Information Storage and Management v2 Exam

20. Velocity Services – Support
Accreditation and Certification Requirements
Symmetrix
VNX
Centera
Platform Engineer EMCPE
Symmetrix Solution Specialist Level Certification
Platform Engineer EMCPE
VNX Solution Specialist Level Certification
Platform Engineer EMCPE Centera Solution Specialist Level Certification
Symmetrix Specialist Exam for Platform Engineers
3 x E20-616
VNX Specialist Exam for Platform Engineers
3 x E20-690
EMC Centera Specialist Exam for Platform Engineers
3 x E20-670
E Information Storage and Management v2 Exam

21. Velocity Specialty – Backup Recovery
Accreditation and Certification Requirements
Sales
Pre-Sales
Implement
Advanced Sales Accreditation Workshop
Technology Architect EMCTA
Backup Recovery Solution Specialist Level Certification
Implementation Engineer
Backup Recovery
Networker Specialist Level Certification
Implementation Engineer
Backup Recovery
Avamar Specialist Level Certification
Post- class assessment test
Backup Recovery Solutions
Specialist Exam for Technology Architects E
DesignExam for Technology Architects E
Backup Recovery-
Networker Specialist Exam for Implementation Engineers E
Backup Recovery-
Avamar Specialist Exam for Implementation Engineers E
EMC Data Domain Deduplication, Backup Recovery Exam E20-290
E Information and Management V2 Exam OR E Backup Recovery Associate Exam

22. Velocity Services – BRS Support
Accreditation and Certification Requirements
Data Domain
AVAMAR
Networker
Centera
Troubleshooting Assessment TBD
Avamar Specialist Level Certification
Networker Specialist Level Certification
Platform Engineer EMCPE Centera Solution Specialist Level Certification
Data Domain Troubleshooting for Partners TBD
AVAMAR Specialist Exam for Storage Administrators
E20-598
NetWorker Specialist Exam for Storage Administrators
E20-597
EMC Centera Specialist Exam for Platform Engineers
3 x E20-670
E Information Storage and Management v2 Exam

23. Training Information

24. Training Velocity Specialty Training Catalog Partner Education Catalog
Partner Education Catalog
EMC Proven Professional Certification
Information and Registration for Platform Engineer
Training Coordinator: Andrea Lazar
Partner Web
Learning path information

25. How to see my training account
Access Education Services page
Click „Enrollment / Transcript“ in My Account
See list of trainings according to selected Status

26. Velocity Compliance

27. 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. Rules & Exceptions N-2 certifications
To 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. Velocity Services Score Card
Visible for Partners
Shows certification status
Shows deployment status
Contains QSI, QSS, VSI, VSS, VSM

30. … DRAFT …

31. VNXe QSS

32. Commercial & Corporate
EMC / Partner
Title
Month Year
EMC
Partner
QuickStart
Implement
Support VS
Manage
End User Contract
Install/Implement
On-Site Support*
First Call
Dispatch
Call Home
Logistics * L1 L2 L3
Engineering
There are 5 different Service Engagement Models between Partner and EMC available which allow the partner to sell and deliver Implement, Install and Maintenance Services.
Depending on the model the Partner does different tasks along the Service delivery chain while he is backed up with EMC Back to back agreements and services.
The QuickStart Services Implement and Support Models are designed for the S75k and SMB space and make it very easy to engage with EMC as the products are easy to maintain and the training is easy to consume. It consists only of couple of hours out of web-based trainings.
( The QuickStart Services Implement (QSI) program is actually available for VNXe, VNX 5100 & 5300, DD-140, CX-120 and NX4
The QuickStart Services Support (QSS) is actually available for VNXe 3100 & )
A Velocity Services Implement Partner is delivering the PS and hands over the systems (HW/SW) for maintenance back to EMC.
The Velocity Service Managed Partner Model is being evaluated for EMEA and allows the Partner to own the contract and deliver only limited Services while the major part is delivered by EMC Customer Support Services. Some of the DataDomain Servicing Partner will be transferred into the Velocity Services Managed Partners.
A Velocity Services Support Partner is delivering maintenance services to his end user. Therefore Velocity Services Support Partners have to have an Service infrastructure like Call center, Onsite Support and Logistic .
For Velocity Support Partner in OOR situations and for products like Symmetrix (not an partner support service option IR yet) EMC may offer additional Support like Call Home, Logistic or L1, L2 depending on country needs and partner capabilities.
So a QuickStart Services and Velocity Services Partner can moves up the chain and have more earning posibilities as he gets or enables more Service Capability.
*only HW Partner
Sub 75K & SMB
Commercial & Corporate

33. Next Generation Unified Storage
Optimized for today’s virtualized IT
Unisphere™
S75 Products
VNXe3100
VNXe3300
VNX5100
VNX5300
VNX5500
VNX5700
VNX7500
QS Implement
QS Support.

34. Service Enablement in 4 Simple Steps
Apply to become an Authorized Reseller or Velocity Solution Provider partner
Complete Sales and SE training via the VAEC
Sign the QuickStart Services Implement and Support contracts
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. VNXe Module Tests Implement Support VNXe Base Implement
VNXe Total Protection
VNXe Total Value
VNXe Base Support
VNXe Total Protection
VNXe Total Value

36. VNXe Warranty Comparison
3100 VNXe EMC Basic
3300 VNXe
EMC Enhanced
VNXe Support Partner
Hardware
Term
3 Years
Replacement Parts
Next Business Day Delivery, Advanced Exchange
Next Business Day
Delivery, Advanced Exchange*
HW Remote Support
5x9
7x24
Partner: L1/L2
EMC: L3 to partner 24x7
On Site Support
None
Next Business Day (for non-CRU only)
Delivered by Partner
Optional Buy-Ups
Enhanced, Premium
Premium
Purchase Spare Parts
3 yr RTF
Software
SW Warranty
90 days media only
SW Remote Support
EMC
Partner: L1/L2 .
EMC: 24x7 Support: code updates
EMC SW Maintenance Options (required from “day 1” for code updates and tech support)
Basic, Enhanced, Premium
S-Partner SW Support
* within EMCs logistic Network

37. QuickStart Services Deployment Letters

38. 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. Partner Quality

40. Partner Quality Project
Why do Vendors control Partners Support Quality
Ensure high Support Quality
Continuously enhance Partner Quality
Sustain Customer Satisfaction

41. Depending on the partners status the minimum and average values that are given by the assessor have to fit in a certain bandwidth to meet the quality standard.
The result is then documented, an action plan is provided for the parts that need some enhancements and the execution of this recommended actionplan is monitored over the year.
The usual assessment cycle is once a year.
Given the number of servicing partners, this way of checking and managing the partner quality is very time consuming. Additionally it is based only on questions and consequently the answers that are provided by partners.
In fact there are many parts that can only be checked in this way, but there are others that are not checked at all and some more, which can be based on data.

42. 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
A new quality control methodology needs to fulfill the following requirements:
Based on data, rather then a questionnaire gives a better result, is fair and compareable.
Continuously measured guaranties a better overview about the overall performance of partners.
The methodology must be applicable for all existing partner types, as there are In Radius partners, out of radius partners and application SW support partners.
We need a scalable sotution that can grow with the expected number of partners in the future.

43. Key Performance Indicators
GCS Remote
Proactive
During the 2009 a team of experts from CSS remote, CSS field, CSS renewals and GSP worked on a definition of partner quality and finaly selected a set of KPI‘s. Base of these KPI‘s are the various data that are recorded in EMC‘s data bases. Most of these KPI‘s can be applied for all partner types we work with.
These KPI‘s have impact on
CSS remote, Proactive support, financial, knowledge and certification.
Financial
Knowledge

44. Currently implemented KPIs
FCO implementation
MSA number usage
Certification
Install base
Compliancy status

45. FCO Overview KING ICT Croatia SDP <- select your partner here
Task Owner Name
<- select your partner here
Quarter
Sr Master Status Code
under 30
30-60
60-90
over 90
Q4-2010
CLOSED 2 1
OPEN
Q1-2011
Q2-2011 3
Q3-2011 8
Q4-2011 4
Grand Total 21 11

46. <- select your partner here
MSA Number Usage
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
Q2-2011
Q3-2011 5
Q4-2011 14

47. Partner Quality Cycle Monitor KPIs Quality Feedback Assess Operation
Title
Month Year
Partner Quality Cycle
Monitor KPIs
Assess Operation
Balance in Scorecard
Quality Feedback
To secure Partner quality at a high level it needs a new way to control and feedback quality to partners.
Constantly monitored selected Key Performance Indicators give a permanent overview about the partners performance in selected key areas. Base for these KPIs are data mainly captured in CSI.
As there are no measured data available to validate the Partner Operation, the classic assessment is required to control this part. The existing assessment tool is modified to measure and validate the operational performance.
A scorecard is used to balance the importance between monitored KPIs and partner operation assessment.
The result is a performance value indicating the partner quality. Currently used to describe the partner quality as compliant or exceptional. This rating is reported back to the partner and determines quality depending consequences, such as different discounts on maintenance fees.

48. Partner Communities

49. E-Services Webcast Available since November 2011
Very high participation rate
Available every 2 weeks

50. E-Services Contents 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. 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. 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:

53. 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. Work with EMC

55. Work with EMC Work with EMC Product order in CXP System registration
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. Master Agreement Number definition
Catalyst Order Entry and Improved TCE Title
Month Year
Master Agreement Number definition
The 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. Catalyst Order Entry and Improved TCE Title Month Year
Master Agreement Number fields setting
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

58. Bulgarian Partner MSA Numbers
S&T
Global Consulting
Solytron
CNSYS
Mnemonica
ATOS

59. 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. PNT Partner Notification Tool

61. System registration Incorrect Partner Relation
PNT Tool Issues
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. 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. 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. WHERE is PNT ? 1/3

65. Where is PNT ? 2/3

66. Where is PNT ? 3/3

67. PNT !!!!

68. System registration
PNT Tool

69. PNT (Example of Site ID CREATION 3/3 )
Copyright © 2009 EMC Corporation. Do not Copy - All Rights Reserved.
PNT (Example of Site ID CREATION 3/3 )
Customer technical contact
Alternative Customer Contact
Survey Customer Contact

70. Training for PNT available for partners
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. PNT OFFLINE FORMS 1/2

72. PNT OFFLINE FORMS 2/2

73. PNT User Confirmation Confirm is emailed: To: CS HelpDesk
To: Partner User
CC: ITALY_ASR 1b 1c

74. Data base cleanup Common Issues
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. EMC SUPPORT & ESCALATION

76. Escalation procedure and rules
Whom and When
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. EMC ONLINE SUPPORT

78. EMC Online Support FAST + PERSONAL + SOCIAL
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

79. 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. 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. Support by Product
Once 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. 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. Community
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

84. Service Center
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 1 1

85. Search
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

86. Search
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

87. Live Chat
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 direct access to subject area experts without first logging a service request
Eliminates telephone hold times and waiting for a call back

88. 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. License Support

90. Get and Manage Licenses
Click on link “Get and Manage Licenses”
Select a product family from the list to launch the corresponding license management application.

91. How to create an SR for a license request issue?
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) , or

92. 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 to register for EMC Online Support today
Click “Register Now”
Follow the online registration steps, making sure to fill in all required fields including your business address
Once your registration is processed, you will receive an confirming access and providing additional information regarding completion of your registration and initial login

93. Spare part SLO

94. Spare part SLO General 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. 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. Spare part SLO
The related Service delivery options for this SLO are outlined as below
Emergency Delivery
ASAP response
Dedicated Delivery
Tracked by Call Centre
Scheduled (ES)
Delivery at a predetermined time and place in office hours only !
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)

98. Thank you!