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