| Parts Deployment |
Advanced Parts Replacement Self Installed FRU |
Parts arrive with on-site technician |
| Parts Timeframe |
Ship within 1 Business Day |
On-site 5x9 Next Business Day |
On-site 7x24 4-Hour Response |
| Telephone and Email Support |
Business Hours |
7x24 |
| Severity Level 1/2/3 (remote) Response Times |
4hrs/6hrs/6hrs 7x24 Hours |
4hrs/4hrs/8hrs 7x24 Hours |
2hrs/4hrs/4hrs 7x24 Hours |
1hrs/2hrs/2hrs 7x24 Hours |
| Firmware or Software Updates (bug fixes, minor releases) |
Yes |
| Firmware of Software Upgrades (new features, major releases) |
No |
Yes |
| E5000 Concierge Services |
No |
E5000 Only |
E5000 Concierge Services include: Hardware monitoring, auto-dispatch, assigned TAM, rapid answers, monthly health check, twice annual capacity and performance review.
E5000 Concierge Services include: The E5000 and any connected E-Series storage systems. |
