EMC Software Support Services

Quest, an innovative leader in the third party IT services industry, has the manpower to manage your EMC hardware service requirements. Our staff consists of Technical Specialists, Customer Engineers and support staff. EMC maintenance solutions from Quest allow you to extend your equipments serviceability years beyond the OEM stated end-of-life, producing a far more favorable Return on Investment (ROI) with no loss of service integrity.

Quest International has been integrating substantial cost savings with the most comprehensive service delivery in the industry. Quest’s Software Support for EMC is tiered so a customer decides the level of support best suited to their environment.

SOFTWARE SUPPORT

  • Tier 1: included with a hardware support contract
  • Tier 2: requires an active hardware support contract

SOFTWARE SERVICES

  • Tier 2: requires an active hardware support contract set / update time zone information
  • Tier 3: requires an active hardware support contract

Support is provided for installation, configuration, use and tuning. Helpdesk support for the application of patches and updates obtained by the customer is also provided. Click here to view an EMC brochure.

TIER 1 SOFTWARE SUPPORT

SYMMETRIX

  • Visual SRM
  • SAN Manager
  • SymCLI / SymAPI
  • PowerPath
  • Timefinder
  • SRDF
  • EMC Grabs – HEAT* Analysis

CLARIION

  • Navisphere Management Suite
  • Navisphere Analyzer
  • SnapView
  • MirrorView
  • Replication Manager
  • SAN Copy
  • NavisecCLI
  • PowerPath
  • RecoverPoint
  • EMC Grabs – HEAT Analysis

CONNECTRIX

  • Connectrix Manager
  • SWAT Analysis

TIER 2 SOFTWARE SUPPORT

SYMMETRIX

  • Visual SRM
  • SAN Manager
  • SymCLI / SymAPI
  • PowerPath
  • Timefinder
  • SRDF
  • EMC Grabs – HEAT* Analysis

CLARIION

  • Navisphere Management Suite
  • Navisphere Analyzer
  • SnapView
  • MirrorView
  • Replication Manager
  • SAN Copy
  • NavisecCLI
  • PowerPath
  • RecoverPoint
  • EMC Grabs – HEAT Analysis

CONNECTRIX

  • Connectrix Manager
  • SWAT Analysis

TIER 2 HEALTH CHECKS

  • Review SPCollects
  • Check Fragmentation on the Raid Groups, offer a corrective plan
  • HBA verification (HBA’s currently logged into the Clariion unit)
  • Verify logs of both SP’s and offer corrective plan
  • Monitor bus related activities on the Clariion and offer corrective plan
  • Examine Fiber Switch Logs

Quest Software services for EMC helps bridge the gap, bringing end-to-end management of EMC systems, to third party maintenance offerings. Our engineers supporting EMC products are certified by OEM certification requirements. These engineers provide a consistent and repeatable support experience for all levels of support, with tools, scripts and processes to minimize resolution time of software issues.

TIER 2 SOFTWARE SERVICES

Basic software support includes helpdesk support for installation, configuration and use of the following:

  • Available on Clariion and Connectrix Systems
  • Classified as Proactive Services

TIER 3 SOFTWARE SERVICES

SYMMETRIX

  • LUN / Meta Creation
  • Thin Volumes
  • HBA Setup
  • Switch Zoning
  • Storage Management
  • SymCLI scripting
  • BIN File Changes – Using ECC / SymCli / SymAPI
  • BIN File Changes – Hardware Upgrade – Storage physical change

CLARIION

  • LUN / Meta Creation
  • Storage Groups
  • HBA Setup
  • Switch Zoning
  • Storage Management
  • NavisecCLI Scripting
  • Clariion Configuration changes – Hardware Upgrade – Storage physical change

IONIX CONTROL CENTER (ECC)

  • Storage Management
  • Storage Resource Analysis
  • Storage Performance Analysis

TIER 3 SOFTWARE SERVICES

SYMMETRIX

  • LUN / Meta Creation
  • Thin Volumes
  • HBA Setup
  • Switch Zoning
  • Storage Management
  • SymCLI scripting
  • BIN File Changes – Using ECC / SymCli / SymAPI
  • BIN File Changes – Hardware Upgrade – Storage physical change

CLARIION

  • LUN / Meta Creation
  • Storage Groups
  • HBA Setup
  • Switch Zoning
  • Storage Management
  • NavisecCLI Scripting
  • Clariion Configuration changes – Hardware Upgrade – Storage physical change

IONIX CONTROL CENTER (ECC)

  • Storage Management
  • Storage Resource Analysis
  • Storage Performance Analysis

Maintenance Plans Available

Quest can customize an IT service plan suited to fit the needs of each customer. Popular plans include:

  • Premium: 24 x 7 x 4
  • Basic: 9 x 5 x NBD

Quest International enables users of EMC data storage equipment to maximize their return on investment by managing the cost of ownership beyond the OEM warranty period. In the past, restrictive service pricing may have put serious constraints on your ability to get the maximum value out of the systems you are currently using. You may have even been forced into refreshing your technology before you’re ready.

But now you can take advantage of Quest’s EMC service solution, maximize your return on investment, and use your financial resources more effectively. With a comprehensive EMC Support Plan from Quest you will be entitled to a wealth of knowledge and support from our highly trained IT Experts.

KNOWLEDGE BASE
Quest has assembled an exhaustive database of error codes and resolutions, and maintenance action plans for all Technicians and EMC Product Specialist. This is in the form of an intelligently self building database of various known resolutions to known problems.

CONCURRENT MAINTENANCE
One of the great things with high availability storage products is the ability to replace failed components without interruption, and replacing all major components in a fully concurrent manner.

EXPERIENCE YOU CAN TRUST
When you have a problem, knowing that you have the highest quality support staff resolving your issues lets you sleep at night. At Quest, we have that level of quality support. The average experience of our support engineers is 15 years, and they are supported with sophisticated tools and comprehensive databases. Detailed error analysis and sense byte deciphering is performed every time a machine calls home. Our support staff also has access to a very comprehensive knowledge base that not only maintains historical data of all failures, but also produces a detailed action plan for onsite technicians or support staff to follow.

REMOTE SUPPORT
Whether you require technical support via phone or onsite, Quest is always available and will respond quickly to ensure your system is fully operational in the shortest time possible. Quest IT support is further augmented by the most comprehensive parts sparing program in the industry. Quest provides a fully automated fault analysis function that provides a preemptive and proactive service strategy. When a new event occurs, it is first filtered to eliminate erroneous events and then sent with the associated logs to the Host Support System. Problems are often identified, diagnosed, and repaired without any impact or degradation to your operations.

ONE SOURCE FOR IT SERVICE NEEDS
In addition to providing professional support and services on EMC products, Quest also provides support of Host Systems like NetApp, IBM, HP, SUN Oracle, Hitachi, Dell and more.

Customer Benefits

SINGLE POINT OF ACCOUNTABILITY
Global solutions for all your service needs that can be customized to meet your unique requirements and will be superior to the original manufacturer.

COST SAVINGS
Quest is a service solution company, not a manufacturer. Our service prices are based on cost of service, not on sustaining engineering or new product development.

PEACE OF MIND
Quest has a service solution that provides all of the capabilities needed to maximize your availability.

QUALITY SERVICE
Quest has a reputation that you can depend on, second to none in the service support industry. Quest International is ISO 9001:2008, 13485:2003, 14001:2004, and ANSI/ESD S20.20-2007 registered, meaning the quality of your products and services from Quest will be unmatched.