Crisis Management EMC Symmetrix Technical Support John Sarro Christopher Grondin © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 1 Agenda EMC Overview – EMC Support Model – – Mission Critical Support Behind a System Phone Home Crisis Management Process – – – Product offerings Criteria Goal of Crisis Mgmt. Standard Operating Procedure Summary Q&A © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 2 EMC Overview © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 3 EMC Support Model Committed to quality service wherever and whenever needed Cork, Ireland Hopkinton, MA Tokyo, Japan Sydney, Australia Global Support Centers © © 2003 2005 EMC EMC Corporation. Corporation. All All rights rights reserved. reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 4 4 Mission Critical Support Remote Support for mission-critical data storage systems Average recovery time for an issue = 15 minutes Average monetary downtown calculation – $10,000+ lost revenue per minute downtime Data Loss / Data Unavailable – Hospitals and Health Care Facilities • Health Records unavailable or lost • Can result in a patient having to go through a second liver biopsy – Financial Institutions • SEC violations • Global Trading unavailable – Airlines • Flight schedules disrupted or cancelled © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 5 Behind a System Phone-home Customer Support Center 4 Problem Escalation Solutions Support Center PSE Lab (HW Support) 2 3 EMC Customer Support Center Technicians Dial-in Engineering 4 Local Expertise 1 Call Home or customer call Customer © 2005 EMC Corporation. All rights reserved. 5 Site Visit EMC CONFIDENTIAL—INTERNAL USE ONLY Customer Engineer & Reg. Tech. Specialist 6 Crisis Management Process Detail © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 7 Crisis Management Process - Criteria Multiple Corporate Groups Involved Elongated Recovery Process Likely Multiple Recovery Options Available High Level Managerial Escalation Required Escalation to Design Engineering Required Customer Recovery Choices Necessary © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 8 Crisis Management Process - Goal Improve Quality of Support through: – – – – – Initiating timely escalation to Customers & EMC Field personnel Providing actionable timelines for recovery Having clearly communicated Action Plans Recovery checkpoints – i.e. re-engaging Engineering Performing Root Cause Analysis Result: Improved Communication – – – – – Customer Choice Developing Collaboration Defined Ownership Checkpoints Timely resolution of issues, with high customer satisfaction © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 9 Crisis Management Standard Operating Procedure Site Specific Procedures Internal Escalation External Escalation 1 2 3 • Unique operating guidelines • Structured seating alignment • Design Engineering • Specific customer requirements • Streamlined tiered escalation process • Corporate Support Management Code Red Recovery Proceedings Case Turnover Process 4 5 6 • Notification to high level management • Provide all available options to customer • Seamless case management • Standardized information fields for consistency • Consistent checkpoints with Engineering • Continued consistent support © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 10 Crisis Management SOP Step 1 Non-Standard Operating Guidelines Unique Customer Environment Specific Customer Requirements Site Specific Procedures 1 • Unique operating guidelines • Specific customer requirements © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 11 Crisis Management SOP Step 2 Structured Seating Assignments Streamlined Tiered Technical Escalations Top Technical Resource Internal Escalation 2 • Structured seating alignment • Streamlined tiered escalation process © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 12 Crisis Management SOP Step 3 Technical Escalation to Engineering Automated Paging Process Managerial Escalation to Corporate Support Management Notification to Field External Escalation 3 • Design Engineering • Corporate Support Management © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 13 Crisis Management SOP Step 4 High Level Management Notification Automated Process Consistent Data Points Automatically Archived for Future Review Consistent Updates and Resolution Notification Code Red 4 1 • Notification to high level management • Standardized information fields for consistency © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 14 Crisis Management SOP Step 5 Provide all available options to Customer Consistent checkpoints with Engineering Customer chooses Recovery options and Action Plan More accurate time estimates for Recovery Recovery Proceedings 5 • Provide all available options to customer • Consistent checkpoints with Engineering © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 15 Crisis Management SOP Step 6 Seamless Case Management Continued, consistent Support Follow the Sun Core hours of responsibility Allocation of proper skill set Case Turnover Process 6 • Seamless case management • Continued consistent support © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 16 Summary Standardized consistent process Scalable over time Streamlined escalation process Measurable archived information Decreased problem resolution time Improved Customer Service Thank you for your time Questions & Answers © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 17 © 2005 EMC Corporation. All rights reserved. EMC CONFIDENTIAL—INTERNAL USE ONLY 18