Opening a Service Request (SR) with EMC Tech Support - For Partners with QuickStart Services

Designations * EMC Global Services Partners

February 22, 2011

* Authorized Reseller or Velocity Solution Provider Partners

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Agenda
Scope of SR activities SR Prerequisites WebSupport Registration (In EMC Online Support) QuickStart Services SR Options 1. Live Chat Process 2. 2 WebSupport Process 3. Calling EMC Tech Support Appendix A Part Request Information B Support Phone Menu Options C WebSupport Registration In Powerlink

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Scope of SR activities
EMCs Tech Support teams are available to provide assistance for partners with QuickStart Services designations for these activities: I l Implement (i l d the rack and stack) t (includes th k d t k) Support (aka Break-Fix)
For partners who are authorized

Parts Replacement
Note: This process does not cover Return to Factory (RTF) exchanges

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SR Prerequisites
Before opening an SR, follow these steps:
Define the Question/Problem Search the Knowledge Base Apply known solutions Gather Background and Diagnostic Information Exhaust all known solutions by performing remote or onsite support as applicable pp pp Locate your companys Master Site ID (provided by EMCs Partner PMO) and product serial number Navigate to the Support by Product area for each product by Support Product following the links provided in the Velocity Affiliate Enablement Center (Requires a one-time WebSupport registration)

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WebSupport Registration Support by Product Page *

Click on Create Se ce C ea e Service Requests

* These steps apply if you are registering within EMC Online Support. See Appendix C if registering within Powerlink.
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WebSupport Registration Requesting Access pp g q g

(2) Click on Request Access to register

(1) A lock here means that Service Requests access is not available to you. If there is no lock, there is no need to register again.
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WebSupport Registration R Requesting Access (2) ti A

Choose Request Access to Service Center features

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WebSupport Registration Requesting Access (3) pp g q g

Enter your company Master Site ID (provided by the EMC PMO) Note here that the number provided is your company Master y p y Site ID Click Submit

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WebSupport Registration Confirmation

Upon p completion, you will receive this screen confirmation

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QuickStart Services SR Options

Partners with QuickStart Services designations may open SRs for technical support using one of these ways:
Live Chat Sessions which enable online conversations with support resources [P f t [Preferred M th d] d Method] Create Service Requests which provides the ability to post specific Log Files, error code or specific configuration details that may assist in diagnosing a critical issue EMC Call Center via telephone

Please be aware that instructions for each of the above options vary somewhat

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Live Chat - Navigation

Within Support by Product click on the Live Chat link *:

Select Join Live Chat

* Note: You may get slightly different views depending on your entry point to the Support by Product page. Product page EMC On line Support is used for newer products vs Powerlink Support for all On-line other products.

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Live Chat Select a Product

Select the product you are having issues with *

Select Click to Chat

* Note: If you are experiencing a problem with two or more EMC Products working together, select the one which you think is most likely the source, but be sure to note the additional p products in the Problem Description field. p

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Live Chat C Company and P d t I f d Product Information ti

Choose Select from My Sites option

Select your Master Site ID # Select Choose S l t Ch from all EMC Products and enter y your model # from options provided)
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Enter the Product Serial Number

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Live Ch t Li Chat Problem Details

For Partner Use (could be used for customers tracking number) g )

Enter the problem summary and problem description. *

Click Start Chat to converse with an agent

* Note: Identify whether problem is for an Implement or Support issue or if requesting aP tR l Part Replacement t
If for Implement or Support issue, be as descriptive as possible and try to include details that specifically describe the issue you are having If for parts replacement, paste in and complete the Parts Request information from Appendix A

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Create S i R C t Service Requests - Navigation t

Within Support by Product click on Create Service Requests Link:

Click Here

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Create S i R C t Service Requests Service Request Type t

Select Install/Impl when opening an SR for Installations (Rack and Stack) or Implementations

Select Technical Problem/Question when opening an SR for Breakfix events or when requesting P t ti Part Replacements

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Create Service Requests Contact Information

Select how you wish to be b contacted ( h t t d (phone and email are other options)

Enter your contact information i f i

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Create Service Requests Company and Product and Info Info.

Choose Select from My Sites option Select your company Master Site ID # Select Choose from all EMC Products and enter your model # (from options provided)

789012345 ABC Company

Enter the Product Serial Number

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Create Service Requests Environment Information

Enter information about your y customers environment

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Create Service Requests Problem Details

Select problem severity below y (options provided on right)

For Partner Use (can enter your customers tracking number) ki b ) Problem Summary: Identify whether problem is for an Implement or Support issue and d h h b d summarize problem NOTE: (if requesting a Part Replacement, enter Parts Request)

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Create Service Requests Problem Details (2)

Enter the problem description. See Note*

Click Submit to Cli k S b it t receive an SR # *N t Note:

If product group is available for Live d t i il bl f Li Chat, you can submit SR online and follow up with live agent

If for Implement or Support issue, be as descriptive as possible and try to include details that specifically describe the issue you are having and what steps you have taken If for parts replacement, paste in and complete the Parts Request information from Appendix A A di

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Calling EMC Tech Support

Call EMC Tech Support to receive assistance with technical issues using the country specific phone numbers in Appendix B An EMC Customer Service Technician (CST) will log, entitle, and (when necessary) escalate technical support calls. The CST will ask a standard series of questions to help them properly create and route th case. A Partner should be prepared t provide: t d t the P t h ld b d to id
Partner contacts full name, location and phone number Master Site ID number (provided by EMCs Partner PMO) EMC hardware and software at the site ( (array model, serial numbers, Neo operating environment y , , p g revision, configuration information, etc.) Severity Level (Review the Severity Level definitions below) (http://www.emc.com/collateral/hardware/warranty-maintenance/h4274-enhanced-support.pdf)
NOTE: Tech Support or Partner may change the severity level of an SR to accurately represent the true nature of the SR. No change in Severity level will be made without the consent of the partner with a QuickStart ServicesSupport designation. designation This consent will be noted within the text of the SR. SR

Date and time the report was received Description of the problem Actions taken to resolve the problem Phone number where the caller can be reached by EMC technical support.

The CST will provide an SR number and will forward the call to the appropriate support organization for resolution

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Appendix A Parts Request Information

Partner Logistics ID: TLA serial number: Defective Part #: Defective Serial #: Quantity: Partner Contact,
Name: Phone: E-mail: Backup Contact:

Ship to Address:

Company Name Street Address City State Zip (Country for Intl)

Attn:

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Appendix B Support Phone Menu Options United States: 1-800-782-4362 (1-800-SVC-4EMC) Canada: 1-800-543-4782 (1-800-543-4SVC) Worldwide: +1-508-497-7901 Local country support numbers:
http://www.emc.com/collateral/contact-us/h4165-csc-phonelisthttp://www emc com/collateral/contact us/h4165 csc phonelist ho.pdf

For Licensing or Install base management issues related to EMC Content Management, Archiving, Backup and Recovery Software:
Americas and Australia: +1 408-566-2000, option 3, option 2
(if Reception answers, please request the Licensing Department)

Europe, Middle East. and Africa: +353 (0)21-487-9862 Asia: +353 (0)21-487-9883

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Appendix C - WebSupport Registration In Powerlink

In order to create, view or update Service Requests in EMCs Service Request management system, users must register for WebSupport system
Click on Support > Request Support > Site Account Management and Contacts Click Register to open the Web Support Registration page

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Appendix C - WebSupport Registration In Powerlink

1. Enter Phone Number (required) 2. Enter your Master Site ID (provided by EMCs Partner PMO) 3. Enter any additional information and Click submit
You should receive confirmation of Web Support access from support@emc.com within 1 business day

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THANK YOU

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