Partner Workshop Bulgaria 2012 Siegfried Gruber, Klaus Preyer

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

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 & 3300. ) 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

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

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

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

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

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

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

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

Spare Part Information Details to Spare Part Cost 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

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

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

Velocity Program

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

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 (http://powerlink.emc.com) ** Minimum revenue requirement to maintain Affiliate tier compliance is measured 12 months after attainment of Affiliate tier

Specialties & Requirements

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 E10-001 Information Storage and Management v2 Exam

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 E10-001 Information Storage and Management v2 Exam

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 E10-001 Information Storage and Management v2 Exam

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 E20- 591 DesignExam for Technology Architects E20- 329 Backup Recovery- Networker Specialist Exam for Implementation Engineers E20- 593 Backup Recovery- Avamar Specialist Exam for Implementation Engineers E20- 594 EMC Data Domain Deduplication, Backup Recovery Exam E20-290 E10-001 Information and Management V2 Exam OR E20-005 Backup Recovery Associate Exam

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 E10-001 Information Storage and Management v2 Exam

Training Information

Training Velocity Specialty Training Catalog Partner Education 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

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

Velocity Compliance

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

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

Velocity Services Score Card Visible for Partners Shows certification status Shows deployment status Contains QSI, QSS, VSI, VSS, VSM

… DRAFT …

VNXe QSS

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 & 3300. ) 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

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

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)

VNXe Module Tests Implement Support VNXe Base Implement VNXe Total Protection VNXe Total Value VNXe Base Support VNXe Total Protection VNXe Total Value

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

QuickStart Services Deployment Letters

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

Partner Quality

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

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.

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.

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

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

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

<- 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

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.

Partner Communities

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

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

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

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

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

Work with EMC

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

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.

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

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

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

PNT Partner Notification Tool

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

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;

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 = $$$

WHERE is PNT ? 1/3

Where is PNT ? 2/3

Where is PNT ? 3/3

PNT !!!!

System registration PNT Tool

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

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

PNT OFFLINE FORMS 1/2

PNT OFFLINE FORMS 2/2

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

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

EMC SUPPORT & ESCALATION

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

EMC ONLINE SUPPORT https://support.emc.com

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

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

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

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

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

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

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

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

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

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

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

License Support

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.

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)21 487 9862, or email licensing@emc.com

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

Spare part SLO

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

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

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)

Thank you!