EMC Customer Support Guide

The EMC Customer Support Guide will help you make the most of the extensive support resources and tools available to EMC customers and partners. It provides an comprehensive overview of the following topics:


  • How To Get Started with EMC Support – Checklist of Success
  • Support and Education Services
  • Customer Support Policies
  • Online Support  (new section!)
  • Secure Remote Support (ESRS)
  • SR Resolution Process
  • Escalating an SR
  • Renewing Your Maintenance Contract
  • Contact Information


To download a PDF version of the Guide in other languages, click here.


NEW! A 2-page Quick Reference Guide on EMC Customer Service is also available here.



To provide you with another consumption option, we have created the EMC Customer Support Guide iBook, which is now available on iTunes. You can access the Guide on iTunes with your mobile device using the following QR Code:











The Guide is also available through the EMC Online Support site at http://support.emc.com.