Descripción

Ficha actualizadaÚltima revisión: 29 de Septiembre de 2020

Producto y solución industrial

Support Services

Consulta información técnica, comercial y disponibilidad de esta solución de EMC Chile S.A..

Información del productoConsulta técnica y comercial

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EmpresaEMC Chile S.A.

ModalidadSolicitud de información

Revisión29 de Septiembre de 2020

Información sobre Support Services | EMC Chile S.A.

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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

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Servicios y capacidades

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Producto consultado: Support Services
Empresa: EMC Chile S.A.

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