| Maintenance & Support |
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As important as the system itself, the Maintenance
& Support required for EMC’s Systems is vital to
insure that your system is in peak operating performance with no
errors and that your information is in constant availability to you.
With this in mind, SYMM-Care Services Inc.™ offers a cost effective
alternative to vendor maintenance & support. With Symm-Care as
your maintenance provider, your system is never alone. Our
program includes 24 x 7 service and our on-site spare parts kit.
Symm-Care can properly maintain your system for a fraction of what
the vendor charges.
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| We support the following EMC Systems:
SYMM-2 / SYMM-3 / SYMM-4 / SYMM-4.8, SYMM-5,
SYMM-5.5,SYMM-6.0, 3100, 3200, 3330, 3430, 3500, 3630, 3700,
3830, 3930, 5100, 5200, 5230, 5430, 5500, 5700, 5830, 5930,
8430, 8730, 8530, 8830, DMX800, DMX1000, DMX2000, DMX3000,
FC4500, Fc4700, IP4700, CX200, CX300, CX400, CX500, CX600, CX700 |
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SYMM-Care Maintenance & Support Services
Include:
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24 x 7 Around the clock remote monitoring, diagnosis and
repair of your EMC System |
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Experienced, vendor-trained Customer Engineers |
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On-Site Spare Parts Kit consisting of disks, directors,
channel adapters, fan units, etc. |
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Daily Diagnostic Dial-In to system to insure modem and
modem line are properly working |
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100% Coverage of all components on system for term of
agreement |
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How Symm-Care Works: We take a proactive approach in
maintaining your EMC System. We first ship our thorough spare
parts kit that consists of disk units, disk cache cards, directors,
adapters, fan subsystems, power supplies etc. The spares are packed
separately and clearly marked with a description and part number for
easy identification. Once the spares are on site, we instruct you on
how to load our communication program. After the program is loaded,
our tech center dials into the system and looks for any
errors.
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Because we take a proactive approach to the health of
the system, the modem number of the system is added to our daily
system checkup which includes one of our CE’s dialing into the
system, looking for errors and making sure that the communication
path (service processor, modem, & phone line) are working
properly. By dialing into the system daily, we can intercept a
failed service processor, modem or phone line problem.In comparison,
the vendor calls into the system only once a month. By monitoring
the system on a daily basis, we have a good pulse on the operation
of the system.
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When errors or abnormalities occur, we are able to
dial back into the system and remotely correct them. If an error
occurs which results in a component to be physically swapped, one of
our vendor trained CE’s will call your assigned tech person and with
the guidance of our CE, instruct them in removing the failed
component and then replacing it with a like component from the
on-site spares. The Symmetrix or Clariion platform is a component-ized system,
which allows for easy access to all components which means replacing
a drive or board only takes 1 to 2 minutes! Once the failed
component is replaced, our tech center takes over and finishes the
replacement sequence. That’s It! Because the spare parts are on
site, there is no waiting period for the parts to arrive. In
addition, when a component or part is used from your on-site spares,
another spare part is immediately shipped on site to replenish the
component that was used.
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By monitoring the system on a daily basis,
we have a good pulse on the operation of the system.
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In the event a system cannot be corrected remotely, a
flat fee equal to 1 x monthly maintenance charge will be charged to
dispatch a CE to your site. It’s a very rare occurrence that this
situation would present itself, however, you are only limited to 1 x
monthly maintenance charge, even if we have to replace your entire
system. On-site response times are 6 to 8 hours (weather and travel
permitting). In regards to microcode, your system will remain at its
current level. If a newer level of microcode is recommended, it can
be purchased and installed directly from EMC.
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Features & Benefits of having your System
Maintained & Supported by Symm-Care Services Inc.:
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High level of service & support at a fraction of what
the Vendor charges |
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Proactive approach to maintaining & supporting
Symmetrix and Clariion Systems |
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Daily dial-In support |
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On-site spare parts—Immediate access |
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All work performed by former vendor-trained Customer Engineers |
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4 x Bin File Changes (configuration) / LUN assignments
during the year, at no additional cost |
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100% coverage of all components |
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Installation Services: We can professionally
install your EMC system two ways. Our first method is to
dispatch a CE on site. On site installation is our most
comprehensive process and our CE stays on site for 2 to 3 days to
install your Symmetrix or Clariion system to your host/s. Our second method, is
to remotely install your system by dialing into the service
processor. In situations where the customer is comfortable
connecting cables and powering the machine up or in instances when
time is of the essence or there is a problem getting to the
location, a remote installation is ideal.
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Other Services offered by SYMM-Care Services
Inc.
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Installation Services: We can professionally
install your EMC system two ways. Our first method is to
dispatch a CE on site. On site installation is our most
comprehensive process and our CE stays on site for 2 to 3 days to
install your Symmetrix or Clariion system to your host/s. Our second method, is
to remotely install your system by dialing into the service
processor. In situations where the customer is comfortable
connecting cables and powering the machine up or in instances when
time is of the essence or there is a problem getting to the
location, a remote installation is ideal.
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On-Site Installation Includes: CE dispatched to
site to physically install system, attach channel cables to host/s
or fibre switch, configure Bin File / LUN Assignments, test system
and paths, CE on site 2 to 3 days. (We can configure fibre switches
for an additional fee.)
Remote Install Includes: Provide phone
support to connect power cables & channel cables, power system
up, dial into system and configure Bin File / LUN Assignments, test
system and paths.
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Hardware Upgrade: We can install additional
disk, disk cache or channel directors & adapters into system and
modify bin file with updated hardware.
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Data Migration: We can migrate your data from
your existing mainframe or enterprise server storage devices and
install it on your Symmetrix.
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Disaster Recovery: We can implement your DR
system needs very cost effectively. From SRDF to Veritas, (software
licenses required by vendors) we can put together a program that
best fits your needs.
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