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AugustLaunchTitle.pngLaunched this year at EMC World 2016, the EMC Modern Customer Experience is transforming every aspect of the EMC customer experience. Combining EMC's Big Data expertise, industry-leading technology, and award-winning service and support teams, EMC is working hard to rewrite the rules that have traditionally governed the customer experience. 24x7 predictive monitoring, advanced proactive service delivery, interactive data driven insight, an optimized online support experience, and more, are delivering greater value, while reducing costs and risk, ultimately maximizing the investment in EMC solutions.

 

That's the marketing pitch at least, but it's 100% true. There has never been a better time to be an EMC customer, and the future is even brighter.

 

ESRS v3 Update for August 2016 - Some of Our Most Customer Requested Features

One thing that we love to wear on our sleeves, is our commitment to working closely with our customers to make sure that we're giving them the right tools and resources that best enable them to do what they do, better.

 

And of course the best expression of that commitment are the new features and other enhancements that are a direct result of customer feedback.


This month, we've already seen some new updates on the Online Support and MyService360 front, that showcase the power EMC customers have to shape and develop the EMC Modern Customer Experience. But this month (and next - stay tuned!) also introduces some fantastic things for ESRS v3 - things that are among our most customer-requested ESRS v3 features!


ESRS v3 "Docker Edition"

Many IT administrators love the idea of ESRS v3, but they either can't or don't want to implement it within a Virtual Environment. One key reason is security. If a Virtual Environment is hacked, the hacked has access to the entire system that the VE is being run on. For this reason, many IT admins have told us that they'd love to be able to implement ESRS in environments that given them greater control and security.


ESRS v3 now has two install options:

  • The traditional Virtual Edition that offers IT admins the ability to implement ESRS v3 without the need for additional hardware or OS licenses
  • The brand new Docker Edition that offers IT admins the ability to implement ESRS v3 within any Docker-compatible Linux host (that meets ESRS v3 requirements).

 

Why the New ESRS v3 "Docker Edition" Is Cool:

  • IT admins have greater choice in regards to how and where then ESRS v3
  • IT admins can have full control over the installation of host system updates
  • Greater security: if a hacker breaches security measures, they'll only have access to the isolated Docker container

 

Managed File Transfer (MFT) 3.0

Think of ESRS as a data 'pipe'. It's through this pipe that EMC is able to collect the data and information that we use to capture data for tools like MyService360, alerts for our service and support teams, 24x7 predictive wellness analysis, and how we gain the needed data-driven insight to enable our sales teams and account managers to better serve their customers. It's also through the ESRS v3 'pipe' that we're able to securely connect-in to our customers' systems to deliver our award-winning support on-site, remotely.

 

But what ESRS v3 can't do, is pass larger files like logs and critical code updates back and forth. The pipe just isn't big enough.

 

MFT 3.0 solves this problem by creating a companion 'pipe' that runs parallel to the ESRS 'pipe' (note: ESRS is required for MFT). The MFT pipe's job is to carry these larger files.

 

How MFT 3.0 Works With ESRS v3

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Why MFT 3.0 Is Cool:

  • EMC customers no longer have to submit logs manually via FTP or other means. EMC technicians can now send a remote request to collect the logs themselves.
  • Because of logistic challenges it could be difficult to hit slim maintenance windows, and it could take days to coordinate and install a code level update, increasing the risk of running outdated code. MFT 3.0 allows EMC to transition many code update and upgrade engagements from field support to remote support, significantly reducing the impact of these scheduling challenges, and negating the risk of running outdated code.

 

What Now?

If you have already implemented ESRS v3 Virtual Edition:


If you want to implement ESRS v3 Docker Edition:

 

Not sure if ESRS v3 is right for you?

 

_______________________

Ted Weil | ted.weil@emc.com

Senior Product Marketing Manager

Follow Us @EMCSupport

Delivering Even More Insight for Faster Action
Since the launch of MyService360 at EMC World 2016, and the coinciding interface redesign of EMC Online Support, EMC Global Services has continued to modernize your customer service experience, offering personalized and proactive online service and product support. With continuous improvement at our core, you will see ongoing enhancements made to your online experience both in EMC Online Support and MyService360 based on direct customer feedback. These new capabilities will empower you to quickly find the information you need, when you need it, and take action.

 

In just a few short months, EMC has already incorporated feedback heard at EMC World and customer interactions. Let’s take a look at some of these key new capabilities brought to you in June and July: blog 1.png

 

Key Enhancements

EMC Online Support:

  • My Saved Products – Quickly view your list of saved products from the Welcome page in EMC Online Support for one-click access to the newest content related to that product (see right).
  • Improved Search – Refine your search using the resource categories drop down menu in the Welcome page to find relevant results even faster.
  • Stay Connected with EMC Support Stay up-to-date on training and events, follow our Social Support team, and read the latest Support Blog posts to maximize your Online Support experience (see below).

 

EMC MyService360:

  • Health/Risk Overview – Investigate the overall health of your environment with this new geospatial map based on key impacts such as Field Change Orders (FCOs) and Trackable Service Events (TSEs).  Remember to connect your systems with ESRS v3 to ensure data currency in this view and others across MyService360.
  • Onsite Services Overview – Quickly spot where you have onsite services for the day across your global install base with this interactive map.
  • Onsite Services Schedule – Proactively plan and prioritize your day with this advanced, near real-time services tracker. Review your proactive and corrective maintenance work orders in the timeline or by status (see below). Use the calendar as well to see 3-months of historical and 3-months of upcoming scheduled services.
  • VCE Filter – Easily identify which of your EMC products is part of a VCE solution using the new VCE option in the ‘Filter By’ menu. This is a foundational step in being able to offer you a solution-centric experience in the future.

 

blog 2.pngUp Next

This is just the beginning! We will continue to keep you up-to-date monthly with news of the latest functionality released in EMC Online Support and MyService360. Stay tuned in August where you will see even more self-service efficiencies with export capabilities, Service Request management, and a new Live Chat support experience, to name a few.

 

Optimize your Service and Support Experience

Your MyService360 experience will be most successful when your systems are connected through EMC Secure Remote Services Virtual Edition (ESRS v3). ESRS v3 provides a secure, two-way remote connection between EMC Customer Service and EMC products or solutions, providing you with the most current data on your EMC systems. Learn more about how to get connected here.

 

Additional Information

Log in to support.EMC.com and check out the new personalized visualizations and capabilities in MyService360 or visit EMC.com today to learn more about MyService360.

 

For more tips and tricks for enhancing your online experience, stop by the EMC Online Support Help Page to get in-depth instructions or visit the Tip of the Month section in the Connect with EMC Customer Service community.

 

Holly Anderson

EMC Social Support Principal Manager

Follow Us @EMCSupport

There are countless technical communities online today. The EMC Community Network is just one of them! Why do they exist? Why are technical communities so popular? A typical answer might be: “From a user’s point of view, a community is a place to share information, collaborate and gain insight and assistance which enables users to grow and increase their knowledge on a variety of topics. From a company’s point of view, it encourages user’s self-service which lowers support costs and helps increase the speed to resolution. That kind of momentum creates valuable communities and keeps them running with fresh content and participation.”

 

I agree. There are many benefits that online technical communities provide. In addition to these, another, new trend is now emerging in communities that specifically benefits technical engineers: Being able to leverage your online community activities to enhance your resume. What do I mean by that? Actually, it is not a new idea. Select OSS community contributors have made career moves to leading IT companies such as Google.

 

capture-20160629-102057.pngThe reason why I am very interested in the idea is based on the following recently published by Pivotal . Pivotal shared that, "Gartner is predicting that by 2020, 75% of applications used to support digital business will be built in-house." And I believe it will happen, too. I believe companies will need quality, experienced engineers in the near future within their own organizations. The quality of in-house engineers becomes a differentiator in the industry. But how can companies identify and capture this important human resource?

 

Perhaps you are currently looking for a good engineer for your business. One candidate shows you his/her great job history via his/her resume. Another candidate shows you his/her recent activities in a specific relevant community where they are actively demonstrating their expertise. There are many factors that go in to choosing the right candidate, but being able to see an engineer’s technical expertise within an online technical support community,provides real-time visibility in to the breadth and depth of their knowledge on a variety of topics and areas.

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EMC has introduced many new products for the modern data center. Most of them have cutting- edge technologies and concepts. Please join our community and explore the latest product discussions and recent content. Then, if possible, contribute back to the other community members and share your expertise with us! You’ll not only be benefiting hundreds of thousands of global ECN members, but you’ll also be developing a critical enhancement to your resume as a valuable infrastructure engineer.

 

 

Yutaro Uehara

IT Social Engagement

Twitter: https://twitter.com/ueharaus

EMC Ireland COE held a Junior Achievement Recognition Ceremony for its volunteers on 28th June 2016. EMC was delighted to welcome Liz McEvoy, Cork Area Manager, JAI, and Siobhain O'Hea, Programme Coordinator, JAI, to present Certificates at the first Recognition Ceremony to take place in Ireland this year. Over the past year 20 EMC Ireland Employees, coordinated by Elaine Beare, inspired and motivated 527 students through volunteering in 14 local Cork schools.


Across Ireland Junior Achievement had 2,910 Business Volunteers and visited 528 schools, reaching over 59,000 students in total. This is fantastic achievement when you consider that 20 years ago, when Junior Achievement Ireland started just 600 students were reached!

 

The aim of Junior Achievement is to "To inspire and motivate young people to realise their potential by valuing education and understanding how to succeed in the world of work". Each volunteer visits a school once a week over a 5/6 week period and teaches a class to the students. Classes for Primary Schools cover the topics: - Ourselves, Our Families, Our Community, Our City, Our Nation, Our World, Our Universe and More Than Money. The Secondary School classes are More Than Money, Economics of Staying in School, Financing Your Future, Success Skills, and Company Programme. you can read more about these programmes here

 

The EMC Ireland Volunteers taught a wide range of the above classes across Terms 1, 2 and 3 in the past year. As the 2015-2016 school year draws to a close, we would like to say thank you and well done to all the EMC Volunteers and everyone involved in this very worthwhile initiative. Your participation really does make a difference to the students you teach.


Thank You!


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Elaine Beare

Program Manager

EMC Ireland COE

Follow me on Twitter @elainebeare

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This isn’t about Buddhism or Spirituality, Wicca or even magic. The Ask the Expert program is looking to connect, engage and unite with the ECN community at a more proactive and deeper level. Four years ago our management realized the importance of exposing our top experts to the community. Customer, partners and employees all over could finally find a central area to exchange information that matters to them and that allows them to continue doing their job and make the right decisions.

 

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More than 300 Ask the Expert events and over 500 subject matter experts later, the ATE program team would like to, once again, empower the audience to let us know how to serve them better. For this reason, we’re using our own system and organized an Ask the Expert: AMA - Ask Our ATE Program Manager Anything. The event will run from May 2nd – 27th and it’s intended to allow our audience to connect with us in a way that most of them are familiar with. All feedback is welcome, but ideally we would like to hear, from their experience; how we stack up against other community driven programs out there. How do we improve the quality of content or topics to let our users maximize the benefits from participating? And ultimately just listen to them speak from their heart.

 

New ATE Community Design

As our program continues to grow and based on the increased interest from community members on events that were held in the past, we took the liberty to upgrade our own program space. Our newly designed homepage has a modern look that is intended to be aligned with a long list of recently released ECN Product Communities. This refreshed community makes it easier for our users to find current, old and upcoming Ask the Expert threads. Our visitors can search events by keyword, product name or by selecting them from our calendar of upcoming discussions. Additionally, from time to time we’ll be featuring a fresh new list of subject matter experts, allowing members to connect with them and build relationships. Moreover, we are making it easier for the public to nominate someone who they think has what it takes to become an expert for our program. Someone who may even be an active community member that is willing to share with the community a topic that could benefit all.

 

Find out the latest from announcements being made during EMC World 2016, join our Virtual Ask the Expert Sessions!

All these changes are ultimately being made for the benefit of our audience. We understand the importance of having the ability to enjoy a variety of sources from where to gather technical data. The information shared on each of our events is intended to help users solve their own unique problems in a professional and friendly fashion, via a program that’s highly collaborative and globally accessible.

Enterprise data center managers are constantly trying to keep up with tremendous growth in their data storage requirements, while complying with stringent requirements for application availability. In addition, these organizations face increasing pressure to maximize application density while avoiding problems that could lead to business interruption.

 

To make matters worse, problems such as host latency, network congestion, bottlenecks, and instability are oftentimes intermittent and difficult to diagnose, making it even more challenging to maintain an optimized and robust Storage Area Network (SAN) environment. Companies commonly look to install 3rd party solutions to monitor their SAN infrastructure. These bolt-on solutions can be expensive, invasive, and highly risky to deploy. SAN 1.PNG.png

 

Companies are increasingly stressing their networks so they can push more workload to handle all- flash arrays, large scale server virtualization projects, and high performance workloads such as OLTP, data warehousing, and streaming media. This creates a heightened urgency for advanced tools that provide proactive management of these complex SAN environments.

 

Modern data centers are looking for solutions to automate monitoring and alerting when challenges arise from high performance workloads. In response to this growing demand, service providers like EMC are rolling out modernized service offerings specifically designed to help maintain highly optimized, high performance SAN environments. The new EMC® SAN Optimization for Connectrix B-Series service assists in automating the proactive management of complex SAN environments via advanced EMC Connectrix Fabric Vision features that help IT administrators avoid problems while maximizing application performance and availability.

 

Automate Notification and Alerting

All enterprise B-series fiber channel SAN environments can benefit from this personalized, predictive and proactive service. It is designed to automate proactive notification and alerting, enabling SAN administrators to identify and address issues due to network congestion, bottlenecks, and instability, before they can occur and impact the business Issues arising in complex SAN environments can be intermittent and difficult to diagnose, which can drive long issue-to-resolution times, decreased network performance, and impacted application availability.  SAN Optimization is essential for SAN administrators who want to deliver optimum network performance to their end users.

 

Fabric Vision: The Premiere SAN Optimization Toolbox

EMC’s SAN Optimization service leverages advanced management and reporting features available though Fabric Vision, which includes . EMC SAN Health Analysis, MAPS, Flow Vision, and Dashboards. It also provides multiple tuning sessions over the course of 4 weeks to help you customize MAPS to ensure that any alerts received are meaningful and relevant, allowing you take timely corrective action. SAN 2.PNG.pngExperience has shown that most customers need a review of their SAN environment to ensure alignment with business and technical objectives. EMC San Optimization will help maximize up-time, simplify and automate SAN management, and most importantly, provide maximum visibility into the network.

 

To learn more about how a SAN Optimization service can help you master your SAN environment, please post your comments and questions below and we’ll contact you with more information.

 

Holly Anderson

EMC Social Support Strategy

Follow Us @EMCSupport

EMC has long recognized service & support as the most important criteria that customers use when selecting a storage vendor or solution.  Since our inception, we have focused on growing a world class service organization.  To continue to provide a high level of service & support to our customers as we expand quickly into the enterprise cloud and big data spaces, we have evolved our practices to deliver a more proactive and connected experience.  This connected experience is based on two key principles; providing data-driven service & support and providing the right resource at the right time.


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Data-driven Service & Support

Data-driven service & support embodies two key elements.  First, customers expect to have deep, real-time visibility into the health and wellness of their EMC environment — analysis of code levels, connectivity status, capacity alerts, service activity by site, and more.  We enable ourselves and our customers by arming them with the knowledge they need to manage and deflect potential issues and to make objective, informed decisions through easy-to-consume actionable intelligence.  Second, this data-driven approach to continuous improvement has led to tangible advancements in maintenance tasks for EMC storage solutions.

 

Right Resource at the Right Time

EMC’s Customer Service is, and always has been, really good at supporting products for our customers. Now, we are focusing on solutions which allow us to accommodate the complicated and ever changing needs of our customers.  This requires transforming the EMC customer experience in a more solution centric, personalized way.  To accommodate this personalized support and modernized customer experience, we identify the right resource(s) through product specialization matching, and through matching the best set of skills to requirements. Big Data and advanced analytics' techniques facilitate this solution to skills matching and intelligent collaboration.

 

EMC Secure Remote Services (ESRS)

The two principles of proactive data-driven service & support and the right resource at the right time foundationally assume that both EMC and the customer have broad real-time visibility into the customer’s EMC environment. Transforming the customer’s connected experience is facilitated through EMC Secure Remote Services (ESRS).  ESRS is a highly secure two-way remote connection between EMC Customer Service and customer EMC products and solutions, available with Enhanced or Premium warranties and maintenance agreements at no additional cost.

 

Here are some examples of how ESRS enables a proactive services experience:


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  • ESRS enables EMC to deliver customized recommendations, alerts, and advice through the EMC Online Support site. By clicking “MyService360” within the EMC Online Support site, you can access a real-time 360o dashboard view of your EMC environment. This dashboard includes detailed reporting capabilities as well as proactive alerts and notifications.
  • Real-time technical and performance information from ESRS connectivity is synthesized through EMC’s internal Big Data environment, providing detailed information on topics such as capacity and code levels, as well as trend data and predictive analytics.
  • Real-time usage Intelligence is a capability included with ESRS that enables the seamless collection, aggregation and analysis of software usage and entitlement data for EMC Customers. Usage Intelligence improves license management by helping customers redeploy underused licenses, allows EMC to recommend customized consumption models, and enables the future prediction of software license needs so that budgets are created and managed with greater accuracy.


For further information on ESRS and getting connected, please visit EMC Online Support or contact your EMC Customer Service or Sales representative.


Scott Ramsay

Director, Service Product Lead - Connectrix

Twitter: @ScottRamsay13

Follow EMC @EMCSupport

heanderson

Join Us at EMC World 2016!

Posted by heanderson Apr 21, 2016

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Experience Future Ready
EMC World 2016 is just 10 days away, so if you haven’t registered to attend yet, here’s a quick summary of reasons why you SHOULD! Every year, EMC hosts a premier technology forum to help IT practitioners and business decision makers modernize, automate and transform. We invite you to join us at The Venetian in Las Vegas, May 2-5 2016, for four days of cutting-edge strategies for flash, software defined storage, converged infrastructure, rack scale architectures, hybrid cloud, modern data lake systems, and more. REGISTER NOW

 

Visit Our Team at Booth #226
Personalized, proactive and predictive Customer Service will be hot topics at this year’s conference. Our global support team will be rolling out a new, service-centric dashboard for EMC’s Online Support site, and will be leading breakout sessions with live demos to take customers through the latest enhancements. See a full summary and a video teaser here “Modern Service and Support for Today’s Modernized Data Center” for more details, including Booth Hours and complete Session Schedules!

 

http---prod.cdata.app.sprinklr.com-DAM-334-EMC-Appreciation-Party_Content-f551b171-f898-40e5-a1f2-8ab2ca485f04-342744438-2016-04-21 20-05-27.jpgEMC World 2016 at a Glance

 

Entertainment and Celebration!
Enjoy live music from Duran Duran and Fitz & The Tantrums! And sign up now for our annual EMC Communities Appreciation Party at The Bourbon Room on Wednesday, May 4th 5:30-7:30 PM. You MUST have a wristband to attend the party, so make sure you register now – space is limited! Register now and share the news in our Tweet-vite. Read more about the party here.

 

Keep it social and tweet your experiences to @EMCSupport using the hashtag #MyEMCWorld throughout the event, and post your questions and comments below!

 

Holly Anderson
EMC Social Support Strategy
Follow Us @EMCSupport

#MyEMCWorld

Cisco logo                                  VMWare Logo

To celebrate our community of customers and partners at EMC World 2016, and jointly sponsored by Cisco and VMWare, we are hosting a special appreciation event at The Bourbon Room, in the Venetian on May 4th from 5:30 - 7:30 pm, just before the Duran Duran concert.

EMC World attendees are invited to:

  • Meet EMC Elect Members, Cisco Champions, VMWare vExperts, fellow EMC Community Network members, top Support Community contributors and Cisco, VMware and EMC executives.
  • Enjoy refreshments and spirited conversation - all in a cool and social setting
  • Connect in person with EMC network peers from across the globe


Register now for an invite to the EMC Communities Appreciation Event >> https://emcinformation.com/416301/SI/.ashx

Let your Social Media followers know you'll be at the coolest EMC World celebration by RSVP in our Tweet-vite: http://tweetvite.com/event/7kas

Once registered, you will receive a confirmation email . You can pick up your wrist band from the EMC Social Lounge or the Global Services booth in the Solutions Pavilion.

All attendees must have an event wristband.

All members of the EMC Community Network are welcome.

 

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Your EMC MOBILE Companion

Just in time for #EMCWorld, the EMC MOBILE app for iOS and Android will be releasing a new and improved version on May 1st. A favorite among EMC customers, the EMC MOBILE app will feature exciting new support features and functionalities with its v.3.2 release, making it your ideal companion for technology insight and product support on the go.

 

twitter-splash-iphone.jpgBringing you visibility and awareness regarding activities occurring with your EMC products, the EMC MOBILE 3.2 app enables you to stay engaged, access and browse technical documentation, and stay in touch with the latest in EMC product news (just shake your phone!). On May 1st, the newest version of the app will become available for iPhone and Android devices. The latest version will allow you to search the EMC Knowledgebase, manage your full Service Request lifecycle, and engage with your peers and EMC product experts in our community support forums.

What’s New?

We’re excited to bring these new capabilities to your fingertips with our May 1st release. Here’s what you can expect to do with the next release of the EMC MOBILE app:

  • Create, Update and Monitor your Service Requests (Status, Notes, Severity)
  • Cache Service Request Content for offline reading
  • Search Knowledgebase articles and find solutions to problems
  • Enhance situational awareness by viewing Contract and Connectivity status related to an SR

 

Product Support – At Your Fingertips

Through the EMC MOBILE Reference Library, you’re able to view technical documentation in real time. You can even personalize your library with products and solutions that you work with, or visit the cloud to download new docs and learn something new. The new app also gives you the ability to search for Knowledgebase articles and find answers to problems. Access to the EMC Community Network (ECN) support forums allows you to participate in technical discussions, view best practices, post questions and receive expert advice from other customers and EMC product engineers. You can also participate in our Ask the Expert events as well. Once registered for the EMC Online Support site, use the same login credentials to access support features on EMC MOBILE. reference-android.jpg


Get EMC MOBILE on the iTunes and Google Play app stores on or after May 1!

Download EMC MOBILE from iTunes

Download EMC MOBILE from Google Play

 

Already Have the EMC Support App?

That’s okay. You’ll still be able to use it, but the EMC Support app will no longer be updated after 5/1/2016. To get the most out of your mobile support experience, we encourage you to download the new EMC MOBILE 3.2 app to your device after May 1st and take advantage of its great, new support capabilities and enjoy improved SR management functionality, access to Knowledgebase articles, system contract and connectivity status, and more!

 

Have questions? Please post your comments and questions below and we’ll get back to you with answers! You can also learn more about EMC MOBILE at http://www.emc.com/emcmobile.

 

Holly Anderson
EMC Social Support Strategy

Follow Us @EMCSupport

As community managers, we are often asked about the popularity and success of EMC’s Community Network (ECN) and the value it brings to our customers and our company. Recently I was asked “What is the purpose of running a product support forum? To reduce support engineers’ workloads? To improve communication between our company and our customers? To keep pace with competitors?” Probably, the answers are all “Yes.”

 

So, there are several reasons but the most important thing for me is helping our product users understand something new through engaging and informative forum discussions. I want users to gain any helpful knowledge/experience that can be applied to their day-to-day jobs and improve their experience with EMC products. By leveraging the expertise of our online communities – which include both peer-to-peer customer discussions as well as technical experts from EMC product teams – our customers are able to focus on their core business and gather the help and advice they need, on-demand.

 

Last quarter, an Isilon engineer came to me and asked me, “What kind of Isilon questions have been coming in to the ECN lately?”  I collected all the most recent discussions about Isilon in the Japanese support forum and created five quarter-based wordclouds using the most frequently used keywords. When we saw them in chronological order, we made an exciting discovery…

 

“The user’s questions are getting sophisticated, aren’t they?”

“Yes.. I think so, too.”

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In other words, the complexity of customer questions was growing from basic Hardware concerns to more complicated Application-related topics.

 

This was a revelation, and we were really happy with this finding because it indicated that our community users were acquiring new knowledge out of the forum and that their product expertise was continuing to evolve and grow over time. But at the same time, we thought, “I see. This is because those who post questions are typically the same and hence they are developing a basic knowledge of Isilon.”  We collected data to verify it. Below was the result:

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Surprisingly, we had more and more new users posting questions in each quarter! What does it mean? Why didn’t the new questioners post a basic question which was common in a year ago? Our conclusion was “The new questioners learned from the previously posted questions.” So, the forum becomes a great place to learn/grow!

 

The IT industry is transforming rapidly and radically. EMC is producing lots of new concepts and products every year. And the EMC Community Network definitely helps us keep up with the trend. Please become a member of the community and let’s grow together!

 

Yutaro Uehara

IT Social Engagement

Twitter: https://twitter.com/ueharaus

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There are some incredibly exciting launches that we have planned, that will transform the EMC customer experience and give EMC customers fantastic new capabilities that will - in a nutshell - help them to do what they do, better. But to maximize the value of the EMC Modern Customer Service Experience (spoilers: that's what we're calling this new customer experience), EMC customers need to connect via ESRSv3. Why? Because only ESRSv3 offers the needed speed, security, and features that allow EMC to open the doors to the great new capabilities that are being introduced as a part of the new EMC customer experience.

 

The Why:

EMC is rolling out a major ESRS connectivity infrastructure upgrade in 2016 – which will allow us to bring our customers a true next-gen proactive service and support experience. Not only are we ramping up overall speed, stability, security, and performance, we are also setting the stage for even more feature rollouts in the near future.

 

How Much Does It Cost?

Absolutely nothing. These enhancements are free to all EMC ESRS customers, whether you are running ESRS 2.x Gateway, ESRS 2.x Device Client, or ESRS 3.x Virtual Edition versions. ESRSv3 is also free to customers brand new to ESRS, or who have been using an alternate connectivity method (e.g. modem).

 

Go Do:

For current ESRSv3 users: In order to take advantage of our next-gen infrastructure, add the new EMC IP addresses found in the link below to the ones already allowed by your security rules. That’s it!

 

The list of expanded IP addresses can be found here.

 

Brand new to ESRSv3? No problem! There's never been a better time to connect. ESRSv3 can be run completely virtually, is 100% customer installable, and is available free of charge to EMC customers

  1. Start here for your introduction to ESRSv3 and an implementation walkthrough: https://community.emc.com/videos/25394
  2. Prep your site. A handy checklist can be found here: ESRS Pre-Site Checklist. And be sure to open up the required ports per the new expanded list of IP addresses.
  3. Download, install and configure ESRSv3. All downloads and documentation can be found here: https://support.emc.com/downloads/37716_EMC-Secure-Remote-Services-Virtual-Edition


Should you have any questions or concerns, please contact EMC Customer Service.

 

And if you haven't registered for EMC World 2016, or are interested in more information, click below!

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_______________________

Ted Weil | ted.weil@emc.com

Senior Product Marketing Manager

Follow Us @EMCSupport

We’ve already introduced who Remote Proactive is and what we do; Let’s talk a bit more about one of the activities we support: Isilon OneFS upgrades.

 

OneFS upgrades contain fixes, security updates and add new features, such as OneFS 8.0’s Constant Availability feature which helps make Node Firmware and subsequent OneFS upgrades non-disruptive.

 

If you wish to upgrade your Isilon cluster’s OneFS then you have a number of options open to you:

  • Self-upgrade (Isilon is a self-upgradable product); All the relevant documentation is available from https://support.emc.com
  • Engage your local EMC team
  • Open an upgrade type SR requesting an upgrade either by Live Chat, Phone, or directly.

 

If you do engage EMC to carry out a routine upgrade, then EMC will make contact and plan the upgrade with you


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The OneFS Upgrade Planning and Process Guide details what needs to be discussed, what the upgrade requirements are and if there is any expected service disruption. As part of the planning, the health of your cluster needs to be verified and any requirements in the Planning Guide also need to be checked.

 

Once the cluster is verified to be in a fit state, a date and time is agreed with you, the customer.EMC / Remote Proactive provide 24/7/365 coverage for upgrades, so given enough planning time we can reserve a qualified engineer to suit your ideal maintenance window to minimize the disruption to your users.

 

When the agreed upgrade time comes around EMC will carry out a series of health checks once more to verify the clusters good health, and if you’ve requested it at planning time, will make contact with you for final permission before proceeding.

Once the upgrade is complete EMC will carry out another set of checks to verify the clusters health post upgrade. Once the health of the cluster is verified you will receive contact to let you know we’ve completed the activity.

 

EMC’s Remote Proactive group carried out over 7,500 Isilon upgrade activities in 2015; We’d be delighted to assist you in upgrading your Isilon cluster.

 

Joe Barry

EMC Remote Proactive Manager

Follow us @EMCsuppor

EMC Support contains a wealth of information about our many products. There are hundreds of thousands of documents, downloads, and other assets available for searching. It can feel like you’re searching for a needle in a haystack, at times. EMC Support has a number of tools you can use to narrow your search – but not everyone knows about them, or uses the full range of features.

 

Let’s take facets – the filters on the left of the Search results page. They let you filter your results in the same way as the “Scope by resource” drop-down – but after your search has returned results.

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So, what can facets on the left do for you?


Facets give you more visibility into the results of your search. They allow you to drill down into product families, as well as choose date ranges (last day, last week, last month, or last year). And in some cases, they reveal results that may be obscured by erroneous resource scoping.

 

Let’s take a very common search for “naviseccli”. Each week, we see this search – and it’s consistently one of the leading “zero results” searches. Why is that? Partly because many searchers are looking under Downloads for “naviseccli”, but it’s actually categorized as a Support Tool.

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Suppose you’re searching for Navisphere Secure CLI (Solaris x64) for CLARiiON. If you search for “naviseccli” and Scope by Downloads you’ll get no results. If you look at the facets on the left, you’ll see that there are no results under Downloads. However you will see that there are results under Support Tools.

 

And when you click the Support Tools facet, it expands to show the products and product families which match your search. In this case, you’ll see a number of CLARiiON Navisphere assets (4 to be exact):

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So, the next time you’re searching EMC Support, but you see the “No Results Found” message, check the facets on the left.

 

Your results might really be there – just not in the place you expected.

Kay Stoner

Principal Program Manager - Search Lead, Online Support

kaystoner (@kaystoner2) | Twitter

Follow Us @EMCSupport

We have  introduced changes to our knowledgebase to improve your overall experience when searching for and viewing Knowledge articles in Online Support.

 

Key Changes Include:

 

  • The user interface when you view articles has been updated with a new layout and colors for ease of use and readability.  The UI for articles has been updated with prominent buttons for functions such as print, and email, and the tool info bar has been slimmed down to show key information

 

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  • The rating system and rating process has been updated to be quicker and more user-friendly.  An improved UI has been implemented for rating articles, and the rating process has been enhanced to request less information.  When rating an article, you now have a button that reveals a drop down to provide ratings, and your email address is automatically captured by the system. This will allow EMC to ensure we are providing relevant content, and updating our knowledge with key feedback from our customers.

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If you have any questions, please use the comments below.

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