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NOW AVAILABLE: “ONE EMC” CUSTOMER SERVICE EXPERIENCE FOR DATA DOMAIN CUSTOMERS

As part of EMC’s commitment to the continuous improvement of your overall service experience, Data Domain support processes and tools have been aligned with EMC standards.

Access EMC Online Support now

The changes provide a consistent customer service experience across all EMC products within your environment. For customers with both Data Domain and other EMC products, this simplifies and unifies the way you contact EMC Customer Service, create service requests for support cases, and gain access to product resources.

Summary of changes

  • The My.DataDomain.com support portal has been retired, and customers and partners now use EMC Online Support—including the EMC Support App—for access to online support resources.
  • Telephone service and call handling has been centralized allowing you to use One EMC Customer service number for all EMC products. A service representative will collect the necessary information to open your service request and route to the next available technical resource to assist.
  • We previously completed the alignment of the service-level objectives and a standard escalation process, as outlined in the EMC Customer Support Guide.

EMC ONLINE SUPPORT ACCESS

You may already have an EMC Online Support account and not be aware of it. Try to log in at support.emc.com with your old My.DataDomain.com credentials to verify access. If prompted to register, please do so.

The resources below will help you fully leverage EMC Customer Service. We look forward to continuing to provide you with an excellent service experience.

CONTACTING EMC CUSTOMER SERVICE

EMC Online Support is the preferred method for opening service requests. This method ensures faster, more effective service due to the ability to reference known solutions and attach files, screen shots, and error messages directly to your request.

CUSTOMER SERVICE CONTACT INFORMATION
EFFECTIVE FEBRUARY 9, 2014 (NORTH AMERICAN TIME)

ONLINE SUPPORT https://support.emc.com/
TELEPHONE SERVICE

United States:  800-782-4362 (1-800-SVC-4EMC)
Canada:  800-543-4782
Worldwide:  +1-508-497-7901
Click for additional worldwide access numbers

For Data Domain, from the main menu, select Option 2 – All Hardware Support;
Next select Option 1 – All Hardware Products except AX and Vblock
EMAIL SERVICE Not available
HELP WITH ONLINE SUPPORT TOOLS For questions specific to Online Support registration, access, or site association, email support@emc.com. (Note: This email alias is not staffed or monitored to handle service requests or product issues.)
Notes:
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