Our escalation process gives us access to all the info needed.

We have full access to all public updates. Our support process begins by opening a case, with 99% of issue fixes resolved through our Level III Techs. In rare cases, the remaining 1% may require direct engagement with EMC through our backend relationships.

We conduct comprehensive evaluations of hardware health and perform detailed software reviews, including OneFS code levels, using our internal backup and archive software. We also assess all other enterprise software associated with the bundle. If the customer is running outdated code, we ensure they download and archive all previous versions. Whenever necessary, we assist them in updating the code as part of the service contract, and this approach has been highly successful.

Software support refers to having subject expertise and access to Level 3 support for software-related issues—including assistance with firmware updates, security patches, and any layered software products not part of the operating system.

If you are currently under support, we can assist you with code upgrades before the expiration of your OEM contract. Alternatively, we can archive the code versions before your renewal period ends, ensuring they are available for future use.

If we deploy individuals from external sources, they are subcontractors. We utilize the same pool of skilled professionals as the original equipment manufacturer (OEM). However, it’s important to note that our level 2 and 3 engineers, who play a crucial role, are our own employees and operate from our Network Operations Center (NOC).

We can achieve these tasks because we maintain partnerships that grant us access to the resources of the original equipment manufacturers (OEMs).