EMC MyService360TM FREQUENTLY
ASKED QUESTIONS
TABLE OF CONTENTS
GENERAL QUESTIONS………………………………...3
ACCESS TO MyService360TM…………………………3
DATA SPECIFICS………………………………………..4
ADDITIONAL INFORMATION………………………. 6
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GENERAL QUESTIONS
Q. What is MyService360TM?
A. MyService360 is a new service-centric, cloud-based
dashboard that gives you deep visibility into the health and
wellness of your global EMC environment. It replaces the
“My Support” tab in EMC Online Support – support.emc.com
– and provides you with visually compelling and intuitive
ways to get personalized views of your global environments
and service experience.
Q. How will this help me do my job?
A. MyService360 enables you to focus on service and support
information most important to your business by consolidating
services data into one personalized and intuitive view. With
key capabilities such as code level analysis, health and risk
scoring, service activities, and incident management,
MyService360 helps you identify specific risks in your
environment and learn where to take action.
Q. Where does MyService360 source the data?
MyService360 leverages modernized infrastructure in the
form of EMC’s secure Data Lake. Built on EMC II storage,
Greenplum, VMware Virtualization, Pivotal Cloud Foundry,
and 3rd party applications, our Data Lake and associated
analytics power the compelling visualizations of
MyService360.
ACCESS TO MyService360TM
Q. How do I access MyService360?
A. Simply log in at support.emc.com, and click on
MyService360 in the navigation bar at the top of the screen.
Q. Is there any incremental charge for accessing
MyService360?
A. No. MyService360 is automatically available at no
additional charge to all EMC customers under an active
warranty or maintenance contract who are registered with
EMC Online Support – support.emc.com.
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Q. Do I need additional software to access MyService360?
A. As a cloud-based experience, MyService360 does not
require any additional software or downloads for you to begin
accessing and benefiting from your new personalized
dashboard.
Q. What products are covered in MyService360?
A. All EMC hardware products, including legacy platforms,
are covered today, with a 2017 roadmap to include VCE
converged infrastructure and software.
Q: I work with an EMC Service Partner, do they have access
to my information in MyService360?
A: Today Implement and Support Partners can access
MyService360. They can only access customer data for the
products for which they are authorized to
support. Implement Partner authorization to sites is given by
the customer through the company administration page in
Online Support. Support Partners are authorized after
entering their MSA# on the order (for products they are
deployed on).
Q. Who from my company can access MyService360?
A. The users entitled to access your site and product
information in MyService360 are based on your company
administration settings in EMC Online Support. Contact your
company administrator to ensure the right members from
your team have access to your sites.
Q. Which sites can I see in MyService360?
A. In MyService360, you have the ability to view all sites
that are associated with your EMC Online Support profile.
Access to a site determines which products are available for
you to view in MyService360. Visit the My Profile section in
Online Support to manage your site and product associations.
DATA SPECIFICS
Q.
How often is my data updated in MyService360?
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The data in the ‘Summary’ and ‘Onsite Services’ sections is
updated in near real-time to help you proactively monitor
your EMC environment on a daily basis. The historical and
analytical trending sections, including ‘Incident Management’,
‘Install Base’ and ‘Health/Risk’, are automatically updated
every 24 hours. Please take note of this 24 hour refresh
period when viewing and comparing data in MyService360 to
your own records.
Q. What security measures does EMC employ to protect the
data accessed by MyService360 in the Data Lake?
A. MyService360 accesses a physically isolated, SOX
compliant environment within the secure EMC Data Lake. No
internal EMC users can access the structured and
unstructured production data, or the API’s tied to the
visualizations within MyService360. All data services are
secured via SSL for data in transit. End-user access to
MyService360 leverages a proven security model within EMC
Online Support. Access is determined by the customer
administrator based on user, type, role and site criteria set in
Online Support.
Q. How do I maximize the benefits of MyService360™?
A. MyService360 leverages installed based and service
activity data to deliver actionable insights. ESRS connectivity
is crucial for real-time data updates such as code levels and
is a key factor in data consistency. Click here to learn more
about connecting your systems through ESRS v3 for a more
proactive and seamless experience.
Q. Why do I see a discrepancy between my data and what I
am seeing in MyService360?
A. MyService360 has a “give to get” approach to data; the
more information you share with us, the more MyService360
becomes a single point of truth. We recommend that you
proactively report changes to your EMC environment such as
relocation of a system, and connect your systems via ESRS
v3.
Q. What can I do to resolve data discrepancies?
Should you experience inconsistencies in your Install Base
data, such as a product appearing at an incorrect site or code
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level discrepancies, please report the disparity at
support.emc.com/feedback. On this page select
“MyService360” as the question type and explain the issue in
detail.
ADDITIONAL INFORMATION
Q. How can I gain access to EMC Online Support and
MyService360?
A. Follow the instructions to register at support.emc.com to
gain access to EMC Online Support and thereby
MyService360.
Where can I learn more about MyService360?
A: Take a short video tour to understand the navigation and
highlights of MyService360.
Q. Where can I learn more about ESRS v3?
A. Watch this quick overview of EMC Secure Remote Services
(ESRS v3) to learn more!
Q. Where should I go for additional help?
A. Refer to the EMC Online Support Help page to get started
with MyService360, create custom groupings, and more. For
any questions, technical issues or feedback you may have on
MyService360, go to support.emc.com/feedback. Select
‘MyService360’ as your question type and fill in the prompt
provided for assistance.
EMC2, EMC, and the EMC logo are registered trademarks or trademarks of EMC
Corporation in the United States and other countries. All other trademarks used herein
are the property of their respective owners. © Copyright 2012 EMC Corporation. All
rights reserved. Published in the USA. 5/16 FAQ
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