EMC Support & Hardware Maintenance Options
SMS is one of the largest and most respected independent EMC hardware maintenance and support providers in the world. With a cost-efficient EMC support model designed for mission-critical post-warranty maintenance, we are able to provide substantial savings of 50+ percent on most EMC product families including Symmetrix (including DMX), VNX, CLARiiON, Celerra® and Connectrix. By extending the useful life of EMC hardware well beyond the End-of-Life declaration, we help businesses reduce the total cost of ownership and generate a greater return from their IT investments. Listening closely to our clients' needs in order to provide a proactive and consultative EMC support service, we provide expert guidance over the course of an IT asset's lifecycle, helping to create new efficiencies in IT operations and simplifying the responsibilities of IT managers. Well known by Gartner and IDC, and having a long list of EMC hardware support references, SMS offers more than a simple break/fix service.
EMC Support Service benefits:
- Expert Field Engineering Team supported globally by 60+ specialists in the SMS Central Engineering Group
- Proactive support maximizes EMC systems uptime
- Enhanced service contract, service incident and IT asset management via SMS' proprietary, cloud-based SaaS application, singlePoint®
- Expert guidance throughout IT asset lifecycles
Service value:
- Competitively priced EMC support
- Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM's End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
- Tailored SLAs that allow optimization of response and repair requirements for each IT asset
EMC Hardware Maintenance and Support highlights:
- Average savings of over 50% compared to EMC
- Global service availability
- 90+ SMS-owned and operated service centers worldwide
- Vast global network of trusted affiliates
- 600+ highly trained, full-time Field Engineers located worldwide
- Level 3 & 4 global technical support via 60+ member Central Engineering Group
- Telephone software support for:
- Navisphere
- Unisphere
- Celerra Manager
- Powerpath
- Comprehensive service assurance process
- Tailored, asset-level SLAs
- Numerous methods for initiating a service request
- Callback from Field Engineer within 30 minutes of service initiation
- 2-hour average response time
- 4-hour average MTTR
- Field engineers arrive on-site with tested parts in–hand
- Documented escalation procedures
- Microcode/firmware recommendations
- Carefully designed parts sparing system for each EMC platform
- Strategic stocking locations for parts and complete systems
- Secure data erasure options available
- Numerous professional services available including:
- Data migrations
- LUN creation
- Storage administration functions
- Configuration changes
- And more