AT-A-GLANCE
VCE™ SUPPORT PORTFOLIO
CHOOSE THE LEVEL RIGHT FOR YOUR BUSINESS
The VCE™ Support portfolio provides you with a range of support options to match your business objectives, preferred support
experience, and specific VCE converged infrastructure systems. All support options facilitate seamless communication between VCE
Support and our technology partners at Cisco, EMC, and VMware to quickly identify and resolve issues.
For VCE Blocks and Racks (Vblock® Systems, VxBlock™ Systems, and VxRack™ Systems), there are three levels to choose from:
VCE™ Core Support, VCE™ Plus Support, and VCE™ Premier Support. These support tiers offer proactive, preventive, and strategic
capabilities—enabling you to choose the precise level of support you need to meet a wide range of business outcomes or application
requirements. VCE Plus Support and VCE Premier Support offerings build upon VCE Core Support while providing the benefit of truly
proactive account management and strategic advisory services for optimum issue resolution and reduced risk.
VCE™ Core Support
VCE Core Support is a foundational level of integrated support that comes standard with all Blocks and Racks and is available for all
customers. It includes initial implementation; fundamental support services, such as global technical support; access to the VCE™
Connect web support portal; knowledge-based articles; rapid on-site parts delivery and replacement. The support process is further
streamlined and enhanced by advanced automated collection and analysis of diagnostic data across all system components. This
helps reduce manual efforts, resolves cases faster, and increases the speed and accuracy of VCE converged infrastructure
configurations—for an improved customer experience.
VCE™ Plus Support
VCE Plus Support provides an enhanced, higher-touch support option with account management and proactive system optimization
deliverables. This level expands upon VCE Core Support capabilities by offering a designated Customer Advocate delivering
additional, higher-value support features, including enhanced strategic advisory services, escalation coordination, monthly service
request reviews, and an annual operational review. The designated Customer Advocate coordinates all technical resources,
performing both an annual health check and remote change support actions needed to address any critical issues that are identified.
VCE™ Premier Support
VCE Premier Support is the most customer-centric, strategic support relationship offered by VCE. VCE Premier Support customers
have a dedicated resource that maintains a holistic view of the customer’s environment and experience while providing higher-value
analysis and support deliverables. VCE Premier Support includes highest level of strategic advisory services, weekly service request
reviews, and semi-annual operational reviews. The dedicated Customer Advocate works closely with a designated technical resource
to oversee a semi-annual, proactive health check, and remote change support events—ensuring the continued health of the
customer’s data center environment.
© 2016 VCE COMPANY, LLC. ALL RIGHTS RESERVED.
RESOLUTION
ACCELERATION
OPTIMIZATION
SUPPORT
ACCOUNT
MANAGEMENT
VCE™ PLUS SUPPORT
VCE™ PREMIER SUPPORT
Strategic advisory services
Enhanced
Holistic
Escalation coordination (non-tech)
Yes
Yes
Escalation management (tech)
Remote
On-site (as needed)
Health check reports
Annual
Twice annually
Remote change support
Annual
Twice annually
Root-cause analysis access
Yes
Yes
Service request reviews
Monthly
Weekly
Support operations reviews
Annual
Twice annually
Entitlement review
Annual
Twice annually
Contract gap analysis
Annual
Twice annually
VCE™ CORE SUPPORT
Standard with all VCE Blocks and Racks
Integrated VCE converged infrastructure support
24x7x365 technical support
Escalation coordination
Rapid on-site parts replacement
Support onboarding
Technical alerts
VCE™ Connect support portal access
Software certification matrices and documents
VCE™ Appliance Support
An additional support level—VCE™ Appliance Support—provides a highly convenient, cost-effective, and seamless support experience
tailored for the VCE VxRail™ Appliance. VCE Appliance Support provides a single point of support for VxRail™ Appliance hardware
and software. Customers enjoy access to online support tools and documentation, rapid on-site parts delivery and replacement,
access to new software versions, assistance with operating environment updates, and remote monitoring and repair using EMC’s
best-in-class Enterprise Secure Support Services (ESRS). We offer two levels of VCE Appliance Support to optimize your VxRail
Appliance experience: VCE™ Enhanced Appliance Support (24x7 support for production environments) and VCE™ Premium Appliance
Support (mission-critical support for fastest resolution).
VCE™ ENHANCED
APPLIANCE SUPPORT
VCE™ PREMIUM
APPLIANCE SUPPORT
INSTALLATION OF OPERATING ENVIRONMENT UPDATES
No
Yes
24X7 REMOTE MONITORING AND REPAIR
Yes
Yes
ON-SITE RESPONSE WITH PARTS INSTALLATION
Next Business Day*
24x7x4**
REPLACEMENT PARTS DELIVERY
Next Business Day
24x7x4**
GLOBAL TECHNICAL SUPPORT
24x7
24x7
RIGHTS TO NEW RELEASES OF SOFTWARE
Yes
Yes
24X7 ACCESS TO ONLINE SUPPORT TOOLS
Yes
Yes
* Non-CRU (customer replaceable units) only
** Severity 1 issues (sev 2 = same day, sev 3/4 = NBD – next business day)
© 2016 VCE COMPANY, LLC. ALL RIGHTS RESERVED.
ABOUT VCE
VCE, an EMC Federation Company, is the world market leader in converged infrastructure and converged solutions. VCE accelerates the
adoption of converged infrastructure and cloud-based computing models that reduce IT costs while improving time to market. VCE
delivers the industry's only fully integrated and virtualized cloud infrastructure systems, allowing customers to focus on business
innovation instead of integrating, validating, and managing IT infrastructure. VCE solutions are available through an extensive partner
network, and cover horizontal applications, vertical industry offerings, and application development environments, allowing customers to
focus on business innovation instead of integrating, validating, and managing IT infrastructure.
For more information, go to vce.com.
Copyright © 2010-2016 VCE Company, LLC. All rights reserved. VCE, VCE Vision, VCE Vscale, Vblock, VxBlock, VxRack, VxRail, and the VCE logo are registered
trademarks or trademarks of VCE Company LLC. All other trademarks used herein are the property of their respective owners.
© 2016 VCE COMPANY, LLC. ALL RIGHTS RESERVED.
07062016