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EMC Support Options

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.

Select the EMC Support Option that provides the best value to address your operational requirements:

  • 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.

* Non-CRU (customer replaceable units) only
** Severity 1 issues (sev 2 = within 12 hours, sev 3/4 = next business day)
*** See EMC’s warranty and maintenance page for detailed response objectives and severity level definitions

This chart is provided for informational purposes only and shall not have any binding effect on EMC. The specific details of EMC's warranty and maintenance offerings are set forth on the applicable EMC website, currently located on the warranty and maintenance page, and shall control in case of any discrepancy with the information on this page.

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