1. SUPPORT OPTIONS
Note to Presenter: This is a high-level presentation of EMC’s CSS Support Options. Backup slides are also available which include additional details. The presentation is designed to drive awareness and understanding of the value of EMC’s Support Options portfolio.

2. Key Considerations When Selecting Your EMC Support Option
Criticality of Applications
Does the success of your operations depend on the fastest possible access to data and applications?
Do you have demanding SLAs and performance requirements with limited margin for error?
Does the loss of redundancy for more than a few hours present an unacceptable risk?
In-House IT Capabilities
Does your IT staff have extensive knowledge of EMC products?
Is your team comfortable using self-help resources and performing standard maintenance activities such as simple parts replacements and routine software upgrades?
Operations and Infrastructure
Does your business operate 24x7 or during local business hours only?
Is there 24x7 access to your facility?
Are there any special security requirements for assets or personnel?
Here are some sample questions to ask as you consider which EMC Support Option is right for you.

3. EMC Support Options        BASIC ENHANCED PREMIUM NBD* 24x7x4**
Business Hours Support Essentials
24x7 Support for Production Environments
Mission Critical Support for Fastest Resolution 
Installation of operating environment updates
EMC Support Options are your access to the industry’s leading customer support experience. Backed by the trusted expertise of our global network of technical support professionals, we use proven processes and innovative service tools to help you achieve business objectives. EMC Support Options offer you three clear choices—Basic, Enhanced, and Premium—to meet a range of application and business requirements. Select the right EMC Support Option for your applications and information infrastructure, to complement the needs and skills of your organization.
EMC Basic Support Option—Business hours support essentials, including technical support, delivery of replacement parts, rights to new software releases, and 24x7 access to online support resources.
EMC Enhanced Support Option—24x7 support for production environments, including around-the-clock technical support, next business day onsite response, proactive remote monitoring and resolution, and installation of non customer replaceable units.
EMC Premium Support Option—Mission critical support for fastest resolution, including 24x7 technical support and monitoring, priority onsite response for critical issues, installation of operating environment updates, and installation of all replacement parts.
Onsite response with parts installation
NBD*
24x7x4**
Replacement parts delivery
NBD
NBD
24x7x4**
Global technical support***
9x5
24x7
24x7   
Rights to new releases of software   
24x7 access to online support tools
* Non-CRU (customer replaceable units) only
** Severity 1 issues (sev 2 = within 12 hours, sev 3/4 = next business day)

4. Sev 1: Critical
Severe problem preventing customer or workgroup from performing critical business functions
Remote SLO : Premium: 30 min. (24x7)
Enhanced: 1 hour (24x7)
Basic: hours (9x5)
Onsite SLO : Premium: 4 hours (24x7)
Enhanced: NBD
Basic: N/A

5. Sev 2: High
Customer or workgroup able to perform job function, but performance of job function degraded or severely limited
Remote SLO : Premium: 2 hours (24x7)
Enhanced: 3 hour (24x7)
Basic: hours (9x5)
Onsite SLO : Premium: within12 hours (24x7)
Enhanced: NBD
Basic: N/A

6. Sev 3: Medium
Customer or workgroup performance of job function is largely unaffected
Remote SLO : Premium: 3 hours (9x5)
Enhanced: 4 hour (9x5)
Basic: hours (9x5)
Onsite SLO : Premium: NBD
Enhanced: NBD
Basic: N/A

7. Sev 4: Request
Minimal system impact; includes feature requests and other non-critical questions
Remote SLO : Premium: 8 hours (9x5)
Enhanced: 10 hour (9x5)
Basic: hours (9x5)
Onsite SLO : Premium: NBD
Enhanced: NBD
Basic: N/A

8. EMC Support Options “Decision Tree”
Do you require 24x7 onsite support for hardware?
YES NO
Do you require the fastest possible technical support response objectives?
YES NO
Do you have a high level of in-house IT skills to self-install CRU parts and software upgrades? NO
YES
Not sure which EMC Support Option is right for your situation? This decision tree will help make the decision much easier.
If a part needs to be replaced, is NBD parts delivery acceptable, regardless of severity level? NO
YES
Do you require 24x7 remote technical support for high severity issues?
YES NO
Would you like EMC to remotely monitor and repair your systems 24x7?
YES NO
BASIC
ENHANCED
PREMIUM