VCE Support FAQs

What is VCE™ Support?
What are the three levels of VCE Support?
What are the key benefits of VCE Support?
How do I order support for my Vblock™ Systems?
Will I be able to buy VCE Support from my partner?

What is VCE™ Support?

VCE Support maximizes the value of customer investment in Vblock™ Systems with an integrated support portfolio that increases system availability, reliability, and productivity. VCE Support ensures:

  • Coordination of technical support resources spanning all aspects of the Vblock System, including components from Cisco, EMC, and VMware.
  • Access to experts trained in all aspects of the Vblock System.
  • State-of-the-art support technologies and proven collaboration processes that proactively identify and rapidly resolve problems.
  • Guidance from a Customer Advocate for all aspects of a customer’s experience.

What are the three levels of VCE Support?

VCE provides customers with the flexibility to choose the level of support that best aligns with their business objectives.

  • VCE Core Support: A foundational, integrated level of support that is standard on all Vblock Systems.
  • VCE Plus Support: An enhanced, higher-touch support option with proactive deliverables and capabilities across the Vblock System installed base.
  • VCE Premier Support: A customer-centric, strategic support relationship for the installed base of Vblock Systems.

What are the key benefits of VCE Support?

There are four key benefits of VCE Support:

Simplified support process:

  • Single point of contact and Web support portal for service request management
  • Collaborative support processes with Cisco, EMC, VMware
  • Customer Advocate as trusted adviser to guide implementations and support requests

Reduced time to resolution:

  • Cross-trained technical experts with extensive expertise in virtualization, networking, computing, storage
  • Seamless escalation management and remote implementation of necessary support patches

Minimized impact on the customer:

  • Interoperability testing, troubleshooting, and validation
  • Release and configuration management process with pre-validated and tested software certification matrices and documentation

Superior availability and productivity:

  • Global coverage model includes parts delivery and break/fix field support
  • Vblock System labs for problem re-creation and problem resolution

How do I order support for my Vblock™ Systems?

Please work with your VCE sales or partner sales representative to purchase VCE Support.

Will I be able to buy VCE Support from my partner?

Yes. VCE Support is available for purchase through partners. Please work with your VCE sales representative or partner sales representative.

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