| Offering |
Description |
| Level-0 (L0) Support |
- Open service request for end user
- Conduct sufficient problem isolation using pre-defined script
- Escalate call to L1 for problem resolution, if necessary
|
| Level-1 (L1) Support |
- Deliver resolution for issues with known solutions
- Provide service request status updates to End-User
- Collect and submit error information to Level 2 Technical Support, if necessary
- Provide general information and “how to” support
|
| Level-2 (L2) Support |
- Isolate, troubleshoot and re-create issue (if necessary) to identify the source of the issue
- Define issue resolution action plan
- Deliver advanced support on the products and the end-users environment
|
| Level-3 (L3) SupportEMC Provided |
- Run engineering diagnostic for unidentified errors or existing bugs
- Collaborate with L2 on issue recreation and root cause analysis
- Deliver resolution for bugs that have been identified, but the solution has not yet been published
- Generate end-user workarounds
- Track issue descriptions, bug fixes, case status, and case root cause analysis
- Assist L2 with the issue determination and root cause analysis (if necessary)
|
| Hardware Break/Fix |
- Deliver support required to complete a service request at equipment location
- Perform installation of field change orders
|
| Remote Connection(24×7 Monitoring) |
- Provides secure connection to remote EMC technical support facility to monitor equipment status
- Service requests can be opened
- Dispatch of EMC and/or OEM resources when required
|
Más información sobre este producto consulte en: http://chile.emc.com/oem/support-services.htm
