Emc Services Partner Handbook PDF

EMC Services Partner
Handbook
JANUARY 1, 2014
EMC Confidential - Employee and Partner Use Only

Copyright © 2014 EMC Corporation. All rights reserved. Published in the USA.
Published January, 2014
EMC believes the information in this publication is accurate as of its publication date. The information is subject to
change without notice.
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For the most up-to-date regulatory document for your product line, go to EMC Online Support
(https://support.emc.com).
2 EMC Services Partner Handbook

CONTENTS
Preface
Chapter 1 EMC Services Program Overview

Introduction .................................................................................. 22
Partner Portal Web Site ............................................................ 22
Partner Types................................................................................. 24
EMC Business Partner.............................................................. 24
Reseller Onboard Process Overview ......................................... 25
EMC Business Partner - Channel Sales Overview ...................... 25
EMC Business Partner - Partner Services Program .................... 26
Subcontract Partners ............................................................... 27
Program Goals ............................................................................... 28
EMC Services Engagement Models................................................. 29
Resell EMC-Delivered Services ................................................. 29
Partner-Delivered EMC Services ............................................... 30
Jointly-Delivered Cooperative Services ..................................... 30
Eligibility and Qualification Criteria for Service Delivery.................. 31
Partner Management Office (PMO) ................................................. 32
Support Functions ................................................................... 32
Contact.................................................................................... 32
Services Partner Community .......................................................... 33
What’s Next ................................................................................... 34
Chapter 2 Selling and Delivering Services

Positioning the EMC Services Portfolio........................................... 36
EMC Global Services Portfolio .................................................. 36
EMC Global Services Options for Solutions .............................. 38
Service Offering Index (SOI) ..................................................... 38
EMC Custom Service Offerings ................................................. 39
Cooperative Services ............................................................... 39
EMC Guru Live.......................................................................... 41
Qualifying Services (Scope) ..................................................... 41
Reselling and Qualifying Services ............................................ 42
Service Enablement....................................................................... 46
Building EMC Services Partner Offerings from TS Kits ............... 47
Ordering Services .......................................................................... 48
EMC Confidential - Employee and Partner Use Only EMC Services Partner Handbook 3
Contents
ChannelXpress (CxP) - Ordering System ................................... 48

Selecting a CxP Store Based on Services Being Provided.......... 49
ChannelXpress Configuration Cart - Building an Order.............. 50
Request for Product Qualification (RPQ) ................................... 54
Submitting an Order - Checkout ............................................... 54
EMC Product Warranty, Maintenance, and Use Rights..................... 56
What’s Next ................................................................................... 57
Chapter 3 Enablement and Training

EMC Services Enablement for Affiliate Partners .............................. 60
Training Through the AEC ......................................................... 60
EMC Services Enablement ............................................................. 62
Determining Learning Paths and Steps to Services Enablement 62
Certification Requirements for Partner Enablement .................. 62
Training to Pass the Certification Exam .................................... 63
EMC Services Product Enablement................................................. 66
VNXe Product Enablement ....................................................... 68
VNX Product Enablement ......................................................... 69
Isilon Product Enablement ....................................................... 70
VMAX/Symmetrix Product Enablement..................................... 71
XtremeCache Product Enablement ........................................... 72
RecoverPoint SE Product Enablement....................................... 73
RecoverPoint EX/CL Product Enablement ................................. 73
VPLEX Local/Metro Product Enablement .................................. 74
Data Domain QS Product Enablement ...................................... 74
Data Domain Product Enablement ........................................... 75
Avamar Product Enablement.................................................... 76
NetWorker Product Enablement ............................................... 77
SourceOne Product Enablement .............................................. 78
Atmos Product Enablement...................................................... 79
Centera Product Enablement.................................................... 80
Replication Manager Product Enablement................................ 81
AppSync Product Enablement .................................................. 81
Disk Library for Mainframe (DLm) Product Enablement ............. 82
EMC Channel Distributor................................................................ 83
EMC Services Implement Operations Module for Delivery Resources ...
84
Skills Building ............................................................................... 85
Online Practical Labs ............................................................... 85
Online Lab Product Family Coverage ........................................ 85
Online Lab Registration............................................................ 86
Education Services Contacts .................................................... 88
4 EMC Services Partner Handbook EMC Confidential - Employee and Partner Use Only
Contents
What’s Next ................................................................................... 89
Chapter 4 Implementation Program

Implement and Support Services Automation Tool ......................... 92
Implement Program Lifecycle ......................................................... 96
Implement Program Onboarding .................................................... 98
EMC Services Application Process and Contractual Agreement. 98
Enablement, Skills Verification, and Deployment ......................... 101
Implement Resource Deployment Process.............................. 101
Services Partner - Implementation Operational Tools and Process
Training Module..................................................................... 102
Skills Building ....................................................................... 102
Deployment ........................................................................... 107
Planning and Executing the Engagement ..................................... 111
Implementation Planning....................................................... 111
Implementation - Procedure Generators................................. 119
Product Software Download and Licensing............................. 121
Field Change Order (FCO) ....................................................... 122
Remote Connectivity Installation............................................ 122
Documentation (Project Closure) ................................................. 127
Best Practice Closure With Customer ..................................... 127
Implementation Hand-off for Support..................................... 128
Handling Customer Problems After Successful Implementation ....
129
Customer Surveys for Partner Implementation Quality............ 129
Transfer to Support ...................................................................... 130
Implementation Services Support .......................................... 130
Partner Notification Tool (PNT) ..................................................... 134
Overview ............................................................................... 134
Usage .................................................................................... 134
PNT Training .......................................................................... 134
PNT Example - VNX Install ...................................................... 135
Installation Process and the EMC Global Services Catalog...... 136
Partner Services Quality (PSQ) Program ....................................... 137
Overview ............................................................................... 137
Setup..................................................................................... 137
Usage .................................................................................... 138
Help ...................................................................................... 138
Knowledge Maintenance.............................................................. 139
Managing Training Records.................................................... 139
Training Levels....................................................................... 142
Education Services Documentation........................................ 142
Contents
NPI Training ........................................................................... 143

Maintaining EMC Services Skillsets........................................ 143
What’s Next ................................................................................. 145
Chapter 5 Remote Support Program

Support Overview ........................................................................ 148
Introduction........................................................................... 148
EMC Services Support Options............................................... 149
Onboarding for Onsite and Remote Support................................. 150
Partner Training ........................................................................... 151
Level 0 (L0) Support Training ................................................. 151
Deployment Letters................................................................ 151
Partner Responsibilities............................................................... 152
Purchasing Product................................................................ 152
Install and Implementation .................................................... 152
Technical Support.................................................................. 152
Remote Connectivity .............................................................. 153
Accessing EMC Technical Support.......................................... 153
Remote Partner Responsibilities ............................................ 153
EMC Support Offering Descriptions ........................................ 154
Out-of-Radius Support Implications ............................................. 156
Field Change Order (FCO) ............................................................. 157
EMC Support Responsibilities In Relation to the Remote Support
Partner ......................................................................................... 158
What’s Next ................................................................................. 160
Chapter 6 Onsite Support Program

Onsite Support Overview ............................................................. 162
EMC Services Support Options............................................... 162
Support Offering Descriptions................................................ 162
Onboarding for Onsite and Remote Support................................. 163
Partner Training ........................................................................... 164
Deployment Letters................................................................ 164
Onsite Support Partner Responsibilities....................................... 165
Remote Connectivity .................................................................... 166
Contents
EMC Technical Support ................................................................ 168

Accessing EMC Technical Support.......................................... 168
EMC Support Responsibilities ................................................ 168
Ordering Products Through CxP ................................................... 170
Overview ............................................................................... 170
Parts Replacement Options.................................................... 172
Partner Onsite Support Tool Requirements............................. 180
System Replacement ................................................................... 182
Ordering Spare Parts ................................................................... 183
Order Preparation .................................................................. 183
Spare Parts As a Model .......................................................... 183
Spare Parts as a Part Number................................................. 183
What’s Next ................................................................................. 186
Chapter 7 Partner Support

EMC Online Support .................................................................... 188
Partner Support Center (PSC) ....................................................... 189
Partner Responsibilities............................................................... 191
Supportable Configurations ................................................... 191
Knowledge Base (KB)............................................................. 191
EMC Customer Support Guide...................................................... 192
EMC Technical Support Responsibilities....................................... 193
Engaging EMC Technical Support ................................................. 194
Service Request Severity Levels and Response Times ............ 194
Prerequisites to Creating a Service Request (SR) .................... 195
Opening a Service Request (SR) with EMC Tech Support......... 195
Confirmation of a Service Request (SR) .................................. 196
Managing a Service Request (SR)........................................... 197
Escalating a Service Request (SR) .......................................... 197
Product Support Service Lifecycle ................................................ 198
On Powerlink ......................................................................... 198
On EMC Services Partner Web ................................................ 198
FCO Distribution .................................................................... 200
Customer Affected List (CAL) .................................................. 201
Software FCO ......................................................................... 201
Spare Parts FCO ..................................................................... 201
Hardware System FCO............................................................ 202
Trackable Service Event (TSE) ................................................ 202
Hardware Issues .......................................................................... 203
Contents
Missing, Wrong, Damaged (MWD) .......................................... 203

Dead-on-Arrival (DOA)............................................................ 203
Failure Analysis (FA)............................................................... 204
Mechanical Replacement (MR)............................................... 205
Product Advisories....................................................................... 206
EMC Technical Advisories (ETA).............................................. 206
EMC Security Advisories (ESA) ............................................... 206
Support Communities on ECN ...................................................... 207
Ask the Expert Community ..................................................... 207
Help Page .............................................................................. 207
Multi-Vendor Support .................................................................. 208
EMC Select ............................................................................ 208
What’s Next ................................................................................. 209
Chapter 8 Program Resources

Partner Resources........................................................................ 212
Partner Portal Web Site .......................................................... 213
Powerlink .............................................................................. 215
Partner Services Program Management Office (PMO) ............. 216
Partner Entitlement................................................................ 217
Affiliate Enablement Center (AEC) .......................................... 218
EMC Services Partner Web ..................................................... 219
Services Partner Community .................................................. 220
Champions Program .............................................................. 228
Partner Services Quality (PSQ) Program ................................. 235
Productivity Resources................................................................. 237
EMC Product Demo Center ..................................................... 238
Online Labs ........................................................................... 240
vLab ...................................................................................... 241
Design ................................................................................... 243
Solution Validation Center (SVC)............................................ 244
Education Services Virtual Lab (ESVL) .................................... 246
Appendix A EMC Partner Skills Verification Sign-Off Form

EMC Partner Skills Verification Sign-Off - Implementation Engineer .....
250
Appendix B EMC Services Distribution Program

Introduction ................................................................................ 254
Scope.......................................................................................... 255
Onboarding Process Flow............................................................. 256
Contents
Onboarding Low-Touch Focused Partners............................... 256

Roles and Responsibilities........................................................... 257
Welcome Letter............................................................................ 260
EMC Services Certified Non-Focus Partners ............................ 260
Welcome Kit ................................................................................ 261
Welcome To EMC Services Implement Program ...................... 262
Your APGSL Contact ............................................................... 262
Step 1 - Register For Services Partner Community................... 262
Step 2 - Become Familiar With The EMC Services Automation Tool
263
Resource Center And Automation Tool Contents..................... 264
Champions Program And Pages ............................................. 265
Step 3 – Register for Powerlink .............................................. 265
Step 4 – Leverage The Affiliate Enablement Center (AEC) ....... 266
EMC Education Services Portal............................................... 267
Operations Module ................................................................ 268
Online Labs ........................................................................... 268
EMC Cooperative Services...................................................... 269
Guidance Services ................................................................. 272
Step 5 – Join WalkerLink And Participate in PSQ .................... 272
Step 6 – Collaborating Using Partner Central.......................... 273
Distributor Product Enablement ................................................... 275
VNXe, VNX, Avamar, and Data Domain Product Enablement ... 276
Entitlements Training................................................................... 277
PRM Reports................................................................................ 278
PNT Responsibilities .................................................................... 279
Appendix C EMC Virtual Guidance Services

EMC Virtual Guidance Services .................................................... 282
Virtual Guidance Service Availability...................................... 288
Guidance Checklists .................................................................... 289
Avamar Guidance Checklist ................................................... 289
Data Domain Guidance Checklist ........................................... 291
RecoverPoint Guidance Checklist........................................... 294
VNX Guidance Checklist......................................................... 298
VPLEX Guidance Checklist...................................................... 302
Glossary
Index
Contents
FIGURES
Title Page
1 Partner Portal Landing Page ........................................................................... 23

2 EMC Services - Service Business Models........................................................ 29
3 EMC Global Services Portfolio ........................................................................ 37
4 EMC Global Services Options for Solutions .................................................... 38
5 Service Offering Index (SOI) Filter Feature ...................................................... 43
6 Custom Services ............................................................................................ 43
7 Cooperative Services ..................................................................................... 43
8 SOI Sort Feature - “Zero Dollar VMAX INSTALL” Offering ................................. 44
9 SOI Sort Feature - “Zero Dollar ESRS INSTALL” Offering .................................. 45
10 Complete Quote; The End-Result of a Submitted Cart ..................................... 50
11 Configuration Example 1................................................................................ 51
14 AEC Courses .................................................................................................. 60
15 VNX Solutions Implementation Engineer (IE) Specialist Training Enrollment ... 64
16 VNXe Product Enablement ............................................................................. 68
17 VNX Product Enablement ............................................................................... 69
18 Isilon Product Enablement ............................................................................. 70
19 VMAX/Symmetrix Product Enablement........................................................... 71
20 XtremeCache Product Enablement ................................................................. 72
21 RecoverPoint SE Product Enablement............................................................. 73
22 RecoverPoint EX/CL Product Enablement ....................................................... 73
23 VPLEX Local/Metro Product Enablement ........................................................ 74
24 Data Domain QS Product Enablement ............................................................ 74
25 Data Domain Product Enablement ................................................................. 75
26 Avamar Product Enablement.......................................................................... 76
27 NetWorker Product Enablement ..................................................................... 77
28 SourceOne Product Enablement .................................................................... 78
29 Atmos Product Enablement............................................................................ 79
30 Centera Product Enablement.......................................................................... 80
31 Replication Manager Product Enablement...................................................... 81
32 AppSync Product Enablement ........................................................................ 81
33 Disk Library for Mainframe (DLm) Product Enablement ................................... 82
34 Online Lab Registration.................................................................................. 87
35 Implement and Support Services Sub-Space Program Overview..................... 93
36 Implement and Support Services Sub-Space Resource Center........................ 94
37 Implement Program Lifecycle ......................................................................... 96
38 EMC Services Implement - Application Initiation ............................................ 98
Figures
39 Implement Resource Deployment Process.................................................... 101

40 Enablement Requirements: Implementation Engineer and Expert................. 103
41 Guidance Services Options .......................................................................... 105
42 Site Requirements Example - EMC VNX 5300 Unified Installation Guide ....... 118
43 PNT Example - VNX Install ............................................................................ 135
44 Services Scorecard ...................................................................................... 142
45 EMC Services Support Options..................................................................... 149
46 Remote Connectivity Via Email..................................................................... 166
47 PAWS Login ................................................................................................. 177
48 PAWS Interface ............................................................................................ 179
49 EMC Services Partner Web ........................................................................... 180
50 Partner Portal Landing Page ......................................................................... 214
51 Powerlink Landing Page............................................................................... 215
52 The Services Partner Community Homepage ................................................ 221
53 The Services Partner Community Follow Button............................................ 221
54 The Services Partner Community Connections Stream and Inbox.................. 222
55 Services Partner Community Sub-Space Access Request.............................. 223
56 Implement and Support Services Sub-Space................................................ 224
57 Implement and Support Services Sub-Space Landing Page .......................... 225
58 Champions Program - Blog Area for Advanced Consolidate .......................... 226
59 List of Up-and-Coming Champions Calls....................................................... 228
60 EMC Product Demo Center from Powerlink ................................................... 238
61 EMC Demo Center ........................................................................................ 239
62 vLab ............................................................................................................ 242
63 Design Verification ...................................................................................... 243
64 Access to Solutions Validation Forms........................................................... 244
65 ESVL Home Page.......................................................................................... 247
66 Getting Started With ESVL ............................................................................ 248
67 Onboarding Low-Touch Focused Partners..................................................... 256
68 Service Partner Community .......................................................................... 263
69 EMC Services Automation Tool..................................................................... 264
70 Resource Center........................................................................................... 264
71 Register for Powerlink .................................................................................. 266
72 Affiliate Enablement Center (AEC) ................................................................ 267
73 EMC Education Services Portal..................................................................... 267
74 Operations Module ...................................................................................... 268
75 Online Labs ................................................................................................. 269
76 Accessing EMC Cooperative Services ........................................................... 269
77 EMC Cooperative Services............................................................................ 270
78 EMC Cooperative Services Objective ............................................................ 270
79 How EMC Cooperative Services Work 1 ........................................................ 271
80 How EMC Cooperative Services Work 2 ........................................................ 271
81 Guidance Services ....................................................................................... 272
Figures
82 WalkerLink................................................................................................... 273
83 Collaborating Using Partner Central ............................................................. 274
84 VNXe, VNX, Avamar, and Data Domain Product Enablement ......................... 276
Figures
TABLES
Title Page
1 EMC Business Partners .................................................................................. 24

2 Service Scope ................................................................................................ 42
3 EMC Service - TS Kits...................................................................................... 46
4 Order Submission Questions ......................................................................... 55
5 Education Services Telephone Contacts......................................................... 63
6 Online Lab Product Family Coverage .............................................................. 85
7 Education Services Telephone Contacts......................................................... 88
8 Foundations EMC Services Implement Program Requirements for Entry.......... 99
9 Certified EMC Services Implement Program Requirements for Entry ................ 99
10 Skills Verification Completion Paths ............................................................ 104
11 Product Virtual Guidance Service Availability ............................................... 106
12 Critical Documents in the TS Kit ................................................................... 111
13 Tools ........................................................................................................... 113
14 Type of Remote Connectivity ........................................................................ 123
15 Project Completion and Acceptance............................................................. 128
16 Implementation Request SLOs ..................................................................... 131
17 Severity Levels Defined................................................................................ 131
18 Training Levels............................................................................................. 142
19 Level 0 - Level 3 Support Offering Descriptions ............................................ 154
20 Core Parts Replacement Options.................................................................. 173
21 Data Domain Parts Replacement Options..................................................... 175
22 Partner Support Center (PSC) Points of Contact ............................................ 190
23 Severity Level Response Times .................................................................... 194
24 Severity Levels Defined................................................................................ 194
25 FA Request Returns ..................................................................................... 205
26 The Services Partner Community Do’s and Don’ts ........................................ 222
27 Program Performance Tools ......................................................................... 232
28 Roles and Responsibilities........................................................................... 257
29 Product Virtual Guidance Service Availability ............................................... 288
Tableses
PREFACE
Note: This document was accurate at publication time. Go to Powerlink

(http://powerlink.emc.com) to ensure that you are using the latest version of this
document.
Purpose
This document provides the EMC Services program policies, processes, and
knowledge needed for success in building a profitable and comprehensive services
portfolio with EMC. It reviews the requirements, benefits, processes, and tools
available for working with EMC Global Services. This document provides instructions
on how to access tools and procedures available to partners. If there is a discrepancy
between this document and a legal contract with EMC, the legal contract shall take
precedence.
Audience
This document is intended for EMC Services Partners and Partner Global Service
Leads.
Related documentation
The following EMC resources provide additional information:
◆ Service Offering Index
Powerlink.emc.com > Services > Professional Services Offerings > Service Offering
Index (SOI))
◆ Enablement Matrix
https://education.emc.com/part/post-sales/
◆ Partner Education Catalog
◆ Powerlink
◆ TS Kits
Powerlink.emc.com > Services > Professional Service Offerings > “Select a
product” > “Select a service”)
Preface
◆ Global Services Catalog

Powerlink.emc.com > Services > Professional Services Offerings > EMC Global
Services Catalogue)
Software and Hardware Revisions

As part of an effort to improve its product lines, EMC periodically releases revisions of
its software and hardware. Therefore, some functions described in this document
might not be supported by all versions of the software or hardware currently in use.
The product release notes provide the most up-to-date information on product
features.
Contact your EMC technical support professional if a product does not function
properly or does not function as described in this document.
Conventions used in this document

Special Notices
EMC uses the following conventions for special notices:
Note: A note presents information that is important, but not hazard-related.
IMPORTANT
An important notice contains information essential to software or hardware operation.
Typographical conventions
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Bold Use for names of interface elements, such as names of windows,
dialog boxes, buttons, fields, tab names, key names, and menu paths
(what the user specifically selects or clicks)
Italic Use for full titles of publications referenced in text
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• System output, such as an error message or script
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• Commands and options
Monospace italic Use for variables.
Monospace bold Use for user input.
Preface
[] Square brackets enclose optional values

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... Ellipses indicate nonessential information omitted from the example
Your comments
Your suggestions will help us continue to improve the accuracy, organization, and
overall quality of this document. Send your comments to the Program Management
Office for the Americas, APJ, or EMEA, as detailed below:
Americas: PMOAmericas@EMC.com.
APJ: PMOAPJ@EMC.com
EMEA: PMOEMEA@EMC.com
Preface
CHAPTER 1
EMC Services Program Overview
This chapter provides an introduction to the EMC Services program policies and
processes, and the knowledge needed for success in building a profitable and
comprehensive services portfolio with EMC.
The following topics are discussed:
◆ Introduction ..................................................................................................... 22
◆ Partner Types ................................................................................................... 24
◆ Program Goals ................................................................................................. 28
◆ EMC Services Engagement Models ................................................................... 29
◆ Eligibility and Qualification Criteria for Service Delivery .................................... 31
◆ Partner Management Office (PMO) ................................................................... 32
◆ Services Partner Community............................................................................. 33
◆ What’s Next ..................................................................................................... 34
EMC Confidential - Employee and Partner Use Only EMC Services Program Overview 21
Introduction
With the EMC Services program, EMC offers foundational to in-depth, product-focused
training with EMC's proven Professional Certification program. This enables the
partner to build the skills and capabilities needed to offer a broad services portfolio
for EMC products.
EMC Services has three core paths to enablement:
◆ Implement - The Implement path focuses on the installation and configuration of
EMC technologies for customer solutions, and provides access to EMC global
services, tools, and methodologies
◆ Remote Support - The Remote Support path enables partners to provide
customers with remote technical support and troubleshooting, using EMC
Knowledge base and tools
◆ Onsite Support - The Onsite Support path offers on-site break/fix services for field
and customer-replaceable Units
The core documents for the EMC Services program can be found at:
http://powerlink.emc.com > Tools/Resources > EMC Business Partners > Services
Program > Program Overview
(http://powerlink.emc.com/km/appmanager/km/secureDesktop?_nfpb=true&_page
Label=image1a&internalId=0b014066806d9288&_irrt=true)
Requirements are identified in the EMC Services program Benefits and Requirements
document posted at http://powerlink.emc.com > Tools/Resources > EMC Business
Partners > Services Program > Program Overview. Partners must meet these
requirements, and any onboarding steps identified, before performing services on
EMC technology.
If there is a discrepancy between this document and a legal contract with EMC, the
legal contract takes precedence.
Partner Portal Web Site

The Partner Portal Web site (http://www.emc.com/partnerships/resources.htm)
provides central access to information and tools to help partners with their business.
It contains access points and links to tools for critical business management,
customer relationship management, SalesForce.com, and the ChannelXpress order
system, and a wealth of information on the Partner programs, marketing materials,
training certification, online support, and EMC delivery methodology. The Partner
Portal Web site provides direct access to the Partner Services Program and Partner
Online Support.
Figure 1 Partner Portal Landing Page
EMC Confidential - Employee and Partner Use Only Introduction 23

Partner Types
EMC Business Partner
Table 1 shows a range of EMC business partners and the varying roles they play in
providing an extension to the EMC Global Services delivery organization.
Table 1 EMC Business Partners
Global Services
Partner Sub-Contract Reseller Alliances
Services
Capability ASP P3 (PS) VAR/DMR Disti. OEM SPs Alliances
Implement    
Remote   
OnSite   
Assembly 
Implement, Remote, and OnSite Support roles span a number of partner types (ASP,
P3, VAR, OEM) who provide coverage where EMC's business model requires an
extension to existing services delivery capabilities, or to fill specific gap in regional
coverage.
The Approved Service Provider (ASP) and Professional Services Partner (P3) are
critical considerations within the support planning Regatta process for Out-of-Radius
coverage requirements.
Value Added Reseller and Direct Market Reseller (VAR/DMR) play key roles involved in
selling products and services for EMC, and those who meet the specific EMC Business
Partner program requirements (refer to “Eligibility and Qualification Criteria for
Service Delivery” on page 31) are also enabled to deliver their own EMC Implement,
Remote, and OnSite Support authorized services for specified platforms (refer to
“Deployment” on page 107 for details).
Enabled Implementation Partners’ commitments extend beyond the point of
implementation, focusing on quality, install base updates, and change control
management, and they are required to undertake the following:
1. Perform quality surveys of implementations (PSQs)
The PSQ Overview document may also be accessed directly at:
http://powerlink.emc.com/km/live1/en_US/Communications/Corporate_Marketing/
h8538-ho-partner-services-quality-program.pdf
Ensure that implemented/installed systems are included in EMC Installed Base
updates for SYR reporting via the PNT Tool (refer to “Partner Notification Tool (PNT)” on
page 134). Failure to complete this step may cause an unreported and unmanaged
DU/DL situation.
2. Follow the appropriate Change Control Approval (CCA) process for installations
and upgrades via CCA (refer to “Change Control Authorization (CCA)” on
page 115).
The following sections outline the various services related to EMC Business Partner
types, beginning with sales partners and then moving in the various servicing partner
descriptions.
Reseller Onboard Process Overview

An authorized officer of the partner company applies to the VSP/Reselling Channels
program using the EMC Services application form located on EMC.com.
Once received, the partner application is processed within the Channels Operations
group and, upon acceptance, the partner company is set up in PRM with the
appropriate Powerlink entitlements assigned.
Note: This application process does not apply OEM Partners.
EMC Business Partner - Channel Sales Overview

◆ EMC Solution Provider: Value Add Resellers (VARs) resell products and services,
but are not enabled to deliver services. Working with EMC Sales and Customer
Service to promote and resell EMC branded maintenance services enables the
VAR to sell a complete storage solution without making a large services
infrastructure investment. Other types of solution providers include Direct Market
Resellers (DMRs) and distributors.
◆ Alliance Partners: including Technology Vendors, System Integrators (SIs), and
Independent Software Vendors (ISV)
◆ Service Providers (SPs)
◆ Original Equipment Manufacturers (OEMs)
EMC Confidential - Employee and Partner Use Only Partner Types 25

EMC Business Partner - Partner Services Program

VAR Partners who wish to join the Partner Services program must meet specific entry
criteria, including:
◆ investment in resources
◆ training
◆ proven professional certification
◆ guidance services
Implement Partner: A partner who sells, installs, and implements products. The end
user warranty or support is with EMC. EMC provides all additional services.
Remote Support Partner: EMC provides access to tools, methodologies, in-depth
training and certification, and EMC partner support offerings to enable partners to
provide remote technical support for customers. The Remote Support program
enables the partner to provide Level 0, and, optionally, Level 1 and Level 2 support.
Implement Partner status is a prerequisite.
Onsite Support Partner: Provides access to tools, methodologies, in-depth training
and certification, and EMC partner support offerings to provide onsite support for
customers requiring hardware break/fix services, FCOs, and upgrades at their
location. Implement and Remote Support partner status are prerequisites.
Out-of-Radius Support Partner

Located in a country where EMC does not sell/service, an Out-of-Radius (OOR)
support partner is dispatched by EMC to perform on-site activities. The OOR partner
owns the customer contract while all call home and remote functions are performed
by EMC.
Service Enabled Partner

A Service Enabled (SE) partner is a service partner who performs all on-site
installation and implementation services. The partner owns the customer contracts
and escalates to EMC support only when other options are exhausted.
Service Delivery Partner

A Service Delivery (SD) partner is an out-of-radius partner who is dispatched by EMC
to perform on-site services. The partner does not own the contracts and all dial-home
activities are performed by EMC. The SD partner can often provide local language
support to end customers.
Service Managed Partner

A Service Managed (SM) partner is a partner who owns the customer contract. They
take the first call from their end-user customers and perform L0 (triage) Support, and
when necessary escalate to EMC Support. EMC is responsible for L1 - L3 Technical
Support and also in-radius, on-site maintenance (break/fix) support.
Note: SE, SD, and SM partners will transition into the EMC Services Program.
Subcontract Partners
Subcontract (SubK) partners are authorized to deliver and perform services on EMC
engagements (PS Decision) as described below.
Authorized Service Provider (ASP)

EMC dispatches an ASP to perform on-site and remote maintenance services in an
area which extends beyond EMC's coverage capabilities.
Preferred Professional Services Delivery Partner (P3)

Nominated subcontracting partner of choice for delivering professional services.
Original Equipment Manufacturer (OEM)

The OEM resells EMC technology that is embedded in its product offering. The OEM
holds the customer contract and is EMC-trained to provide services on EMC
technology. EMC holds the maintenance contract with the OEM partner
Service Provider
At this time, EMC delivers all installation, implementation, and maintenance services
on Service Provider (SP) engagements. A services program for SPs is being developed.
This program is planned to enable the SP to deliver all services currently provided by
EMC.
EMC Confidential - Employee and Partner Use Only Partner Types 27

Program Goals
The EMC Services program is optional for all resellers. A limited product set is
provided to the Affiliate tier, which is documented in the Affiliate Enablement Center.
All Affiliate Elite Partners are eligible to join Services Partner - Implementation and can
be enabled on any product in the Services Partner - Implementation program.
The EMC Services program goals are as follows:
◆ Provide an opportunity for the partner to increase overall market penetration and
revenue by allowing the partner to generate revenue reselling and/or delivering
EMC services along with their own service offerings
◆ Allow partners to differentiate themselves by participating in EMC enablement
paths so they can build breadth and depth of services to deliver to their
customers, from planning design and deployment to support
◆ Reduce channel services conflict through clearly defined rules of engagement
◆ Enable partners to utilize EMC Services as their service delivery provider
◆ Ensure that all customers receive an optimal level of services delivery and
support, whether provided by a partner or directly by EMC
EMC Services Engagement Models

The EMC Services program provides you with business flexibility to develop a services
business that complements your technology sales. You have choice on how to add
services. You can add and augment services capability by leveraging EMC Global
Services as you see fit. This allows you to resell services until such time as the volume
of business warrants investing in services training. You can also use EMC Global
Services to augment capacity should extra hands be needed during peak times.
The EMC Services program offers the following engagement models:
◆ Resell EMC-delivered services
◆ Partner-delivered EMC Services
◆ Jointly-delivered Cooperative Services
Figure 2 EMC Services - Service Business Models
Resell EMC-Delivered Services

◆ Sell solutions, while minimizing total investment
◆ Enhance the partner’s solution portfolio by reselling services offerings from EMC
Global Services
◆ Own the customer relationship up to delivery, and EMC Global Services will
interact with the customer directly after that
EMC Confidential - Employee and Partner Use Only EMC Services Engagement Models 29
◆ Increase profitability by providing customers with quality services options

◆ Progressively add services to the partner’s own portfolio as demand for solutions
increases
Partner-Delivered EMC Services

◆ Establishes the partner as a trusted advisor to their customers
◆ Invest in building the partner’s own technical expertise for implementation and
support services through EMC's training and certification, proven methodologies,
and robust tools
◆ Offers the highest margin opportunity possible, and the partner owns the entire
customer relationship
Jointly-Delivered Cooperative Services

◆ Jointly-delivered services leverage the partner’s close relationships with
customers and EMC's ability to scale services resources remotely
◆ The partner owns the customer relationship and all onsite delivery
◆ EMC provides remote services resources
◆ Provides qualified partners with the opportunity to collaborate with EMC to jointly
deliver services to customers
Eligibility and Qualification Criteria for Service Delivery

The partner must meet the following eligibility and qualification criteria:
◆ Partners must comply with requirements documented in the EMC Services
Program guidelines published on PowerLink
◆ Only authorized partners and their certified resources should provide services. In
the event a non-authorized partner provides services, our standard policy is that
EMC's time and materials rate will be charged if EMC needs to go onsite to provide
corrective measures
◆ Authorized EMC Solution Provider Partner
◆ Within six months of acceptance email, have one or more resources complete the
required product enablement path. This must be completed before delivery of any
services.
◆ Utilize EMC Services Quality tool, and send customers a survey for all service
engagements
◆ Partners are authorized to develop and deliver offerings for products and services
which are outlined in the deployment authorization letter provided by the EMC
Services Program Management Office (PMO)
◆ Partner must allow EMC to audit them, to verify compliance and quality of delivery
within the EMC Services program
Note: Eligibility and qualification criteria may differ for OEM partners.
EMC Confidential - Employee and Partner Use Only Eligibility and Qualification Criteria for Service Delivery 31
Partner Management Office (PMO)

EMC has established a Partner Program Enablement team (also referred to as the
Partner Management Office (PMO)) to provide direct partner enablement functions.
Support Functions
The PMO provides the following program support functions:
◆ Routing of Partner program-specific questions
◆ Facilitate Partner program onboarding requests
◆ Provide partner access enablement for EMC tools and collateral, including
Services Partner Web
◆ Conduct periodic program compliance reviews
◆ Creation of company-level Service Deployment letters, based on partner resource
completing required training and skills verification
◆ Provide partner transaction fulfillment activities
◆ Obtain system numbers required for conducting business with EMC:
• Master Agreement number
• Master Site ID number
• Logistics ID
Contact
EMC Online Support: http://support.emc.com
The Program Management Office may be reached via email:
Americas: PMOAmericas@EMC.com
APJ: PMOAPJ@EMC.com
EMEA: PMOEMEA@EMC.com
Services Partner Community

The Services Partner Community is designed for partners to exchange information
with various EMC Partner program support organizations and other partners. Types of
information available relate to the EMC Services Program that span a number of
topics, including:
◆ Program updates and news
◆ EMC Services Partner program structured contents
◆ Product technical updates
◆ Technical presentations covering new releases of both software and hardware
◆ Partner Champions Calls for the specific specialties
◆ Monthly Clinics
◆ Tools
◆ New Product Introduction (NPI) training
The Services Partner Community site can be found at
https://community.emc.com/community/partner/services-partner.
For more details on the Services Partner Community, refer to Chapter 8, “Program
Resources.”
EMC Confidential - Employee and Partner Use Only Services Partner Community 33
What’s Next
This chapter covered the EMC Services program introduction, goals, engagement
models, rules, eligibility criteria, and partners’ requirements. The next chapter
explains the program starting point: reselling and delivering services. Here we'll
examine services-to-order, services enablement, and the product and services order
process.
CHAPTER 2
Selling and Delivering Services
This chapter provides-information on the three EMC service business models and how
to add and augment products and services.
◆ Positioning the EMC Services Portfolio ............................................................. 36
◆ Service Enablement ......................................................................................... 46
◆ Ordering Services............................................................................................. 48
◆ EMC Product Warranty, Maintenance, and Use Rights ....................................... 56
◆ What’s Next ..................................................................................................... 57
EMC Confidential - Employee and Partner Use Only Selling and Delivering Services 35
Positioning the EMC Services Portfolio

EMC Global Services Portfolio
EMC Global Services

EMC Global Services provides comprehensive services to accelerate customers’ IT
transformation, to deliver IT as a service (ITaaS), and to help them realize the benefits
of increased IT efficiency and business agility – through the transformation of people,
process, and technology. Our services and capabilities encompass strategy and
business case development, design and deployment, support, optimization, and
education, and can be leveraged to support and enable partners.
Refer to the EMC Global Services Portfolio for Partners PowerPoint presentation for
more information (http://powerlink.emc.com > Tools/Resources > EMC Business
Partners > Services Program > Program Overview).
EMC Global Services Catalog

The EMC Global Services (GS) Catalog provides details of the offerings, including
fixed-cost/fixed-scope EMC Professional Services (PS) and custom delivery
engagements. Refer to Powerlink.emc.com > Services > Professional Services Offerings
> EMC Global Services Catalogue.
Partners use the EMC Global Services Portfolio to build comprehensive and consistent
customer solution deliveries through the reselling of EMC PS and delivery of
partner-enabled services that the document lists.
Figure 3 EMC Global Services Portfolio
EMC provides an extensive portfolio of services. The EMC Services program provides
opportunity for partners to resell, enable, and jointly delivery these services.
◆ Consulting services to help customers assess business challenges and build and
execute on a strategy to achieve their objectives
◆ Assessment services to gather requirements for optimal solution.
◆ Implementation services to help customers plan, design, implement, and
optimize their product/solutions
◆ Managed services to fill knowledge, expertise, and resource gaps
◆ Training for skills development of new and traditional roles
◆ Customer support services to ensure business continuity and highly available
data in the customer’s environment
EMC Confidential - Employee and Partner Use Only Positioning the EMC Services Portfolio 37
EMC Global Services Options for Solutions
Figure 4 EMC Global Services Options for Solutions
Service Offering Index (SOI)

The Service Offering Index (SOI) provides an inclusive view of EMC service offerings
from the GS Services catalog. By using the drop-down menu, you can select the
product or products with services required for the customer’s solution, order in
ChannelXpress, and access the various documents associated with the service. Refer
to Powerlink.emc.com > Services > Professional Services Offerings > Service Offering
Index (SOI).
Note: EMC can be engaged to deliver all services to support the solution, or, for
enabled partners, EMC can be engaged for services that fall outside of the partner’s
enablement or through Cooperative Services which are jointly delivered. That is to
say, EMC services can be ordered to complement partner-delivered services and

support partner enablement. Furthermore, partners can also purchase services via
their EMC Services Distributor.
EMC Custom Service Offerings

If a fixed-scope implementation, as described in the Service Brief, does not satisfy
customer environment requirements, then custom services may be required. Partners
must work with EMC to ensure allocation of cost, labor breakout, timeline, and project
management factors between partner and EMC resources. Following is the process for
procuring custom services from EMC:
1. Partner contacts their EMC Services Distributor, EMC Technology Solutions (TS)
authority, or the Partner Support Center (PSC) (refer to “Partner Support Center
(PSC)” on page 189), in order to engage an EMC Technical Consultant (TC)
2. Partner works with the TC to determine the required services, which are then
captured in the Statement of Work (SoW) document
3. Partner submits a CxP Configuration Cart (refer to “ChannelXpress Configuration
Cart - Building an Order” on page 50) containing the corresponding custom
service offering model number and the predetermined SoW
4. Partner receives a quote to be relayed for customer approval. Contact the PSC
(refer to “Partner Support Center (PSC)” on page 189) for assistance with pricing.
Cooperative Services
Overview
Cooperative Services are unique, as they are resold by service-enabled partners and
jointly provided to the customer by both the partner and EMC. This allows for the
partner to brand their own deliverables, maintaining full ownership of the customer
relationship throughout the sales and delivery process, while engaging EMC for
technical expertise in performance of the service. The services are co-delivered with
defined responsibility between EMC services and the EMC Services Partner.
Presentation and service overview information on these services can be found at
Powerlink.emc.com > Tools/Resources > EMC Business Partners > Services Program >
Cooperative Services. Furthermore, by selecting a product in this location's left-hand
menu, Service Briefs, presentations, and Sales Playbooks are provided to position the
services with customers.
Benefits
The primary benefits of Cooperative Services to partners are:
◆ Profitability: Cooperative Services increase partner profitability and maximize the
revenue opportunity for EMC’s valued resellers by extending partners’ service
capability and strengthening their portfolios to offer a more complete, higher
value, and differentiated solution to their customers
◆ Trust: Cooperative Services enable EMC Business Partner Program for Solution
Providers to advance their trusted advisory role and deliver increased value to
their customers by helping to accelerate the adoption and consumption of
transformational technologies and optimizing their EMC technology investment
◆ Solution Completer: Cooperative Services can extend and augment EMC Business
Partner Program for Solution Providers’ existing services portfolios to increase
partners’ competitiveness in sales situations
◆ Scale: Cooperative Services offer EMC Business Partner Program for Solution
Providers with existing service delivery practices the ability to easily and quickly
scale and extend their capabilities when faced with resource or geographic
constraints
Types
There are three types of Cooperative Services available as of January 2013:
◆ Health Checks (single event or subscription)
◆ Assessments
◆ Migration Services
Features
1. Cooperative Services are services that EMC and a qualified partner jointly deliver
2. Each Cooperative Service is based on the same scope and deliverables as a
standard EMC service, but with a work breakdown that is divided between EMC
and the EMC partner
3. Cooperative branding, as well as PS-COP-XXX model designation, present clear,
intuitive delivery distinction
4. The partner sells and owns the contract with the end customer (assuming all
customer responsibility and liability) and performs a defined and limited scope of
delivery
5. EMC will provide services to the partner to complete the service offering using
EMC's Virtual Service Delivery capability
6. Restricted to partners who have the requisite service delivery competencies to
complete the delivery of the whole service, as determined by their EMC Specialty
or EMC Services designation and service authorization on specific EMC
technology
7. Cooperative Services will be offered only as fixed scope and will not be modified
for the partner in any manner
8. Cooperative Services may be used as-is or as building blocks for larger,
value-added and differentiated, partner-delivered service engagements
Selling Cooperative Services

In order to sell Cooperative Services on a product order, partners must be
services-enabled on that product. Despite owning the customer relationship,
configurations must be deemed supportable by EMC before orders can be placed in
ChannelXpress.
EMC Guru Live

EMC Guru Live for VNXe provides customers with live access to EMC Storage
Implementation experts who can answer questions and help solve problems the
customer may encounter when deploying and configuring VNXe hardware and
software at their business. It is an ideal solution for customers who want to maximize
the affordability of VNXe by installing the product themselves, but want the peace of
mind that comes from having an EMC Global Services expert on call to help.
The EMC Guru Live service is sold exclusively by EMC resellers, enabling them to gain
additional revenue and offer additional value to their customers. This service is now
listed in Channel Express.
The Service Overview and Service Brief can be found at Powerlink.emc.com > Services
> Professional Services Offerings > VNXe > GURU Live for VNXe.
Qualifying Services (Scope)

EMC Services Resellers may need to review the scope of EMC services being sold with
the customer to determine if the solution meets the customer's expectations. The
Service Brief includes details on the services to be delivered and should be
referenced and used in customer conversations.
If the Service falls short of the customer expectations, then custom services may be
developed. Typical scope includes:
1. Number of hosts and OS Types (includes ESX Servers)
2. Existing data and capacity
3. Number and type of applications
4. Storage file types: Block, File, etc.
5. SAN/ NAS infrastructure
6. Application Service Level Objective requirements (SLA)
Some of the base-level Implementation services are defaulted in the CXP ordering
system, where additional services need to be added to implement additional software
functionality and solutions, such as Disaster Recovery or Assessment and Design
services to meet customer specific Software License Agreements (SLAs).
Using the model number and description, partners can download the Service Brief or
Service Overview document to validate the services scope and set the correct
expectations with the end customer.
Table 2 Service Scope
Partner Access
TS Kit Document Requirement Audience Description
Service Brief Reseller Customer and Describes the services. Contains contractual
partner legal statements concerning the engagement
and is the formal contract document between
the customer and EMC.
Service Overview Services enabled for Partner Defines the scope of service packaged
related product offerings for basic/ expanded services
The next section deals with the Service Offering Index (SOI), the location for the
Service Briefs and other related documents.
Reselling and Qualifying Services

Since there are many service offerings in the SOI, the sort, search, and filter functions
are critical to finding the correct offering. Model numbers are attributed to service
offerings. These numbers are used to order offerings in ChannelXpress (CxP). Service
offerings listed in the SOI are hyper-linked to their associated Technology Solutions
(TS) kit.
Figure 5 Service Offering Index (SOI) Filter Feature
Using the filter on the product column, users can narrow down the SOI to display the
services related to that product. Clicking the highlighted service offering links users to
the corresponding TS Kit (refer to “Service Enablement” on page 46 for details).
Figure 6 Custom Services
Custom services are typically denoted by the service offering model number format
“PS-CUS-*”. Refer to “EMC Custom Service Offerings” on page 39 for details.
Figure 7 Cooperative Services
Cooperative Services are typically denoted by the service offering model number
format “PS-COP-*.” Refer to “Cooperative Services” on page 39 for details.
Installation and Upgrade Services Requirements

Some products, for example the VMAX Family and ESRS, need EMC resources to
execute the required installation and upgrade services.
IMPORTANT: EMC delivery resources currently have exclusive access to tools and
processes to facilitate VMAX BIN File configuration and secure credentials for the
VMAX Service processor and ESRS setup.
To ensure EMC resource engagement for installation and upgrades, the

ChannelXpress order must include the relevant Zero Dollar installation model number.
Normally these are defaulted on the order.
VMAX
Figure 8 SOI Sort Feature - “Zero Dollar VMAX INSTALL” Offering
ESRS
Figure 9 SOI Sort Feature - “Zero Dollar ESRS INSTALL” Offering
Service Enablement
EMC Service provides TS Kits to give guidance in positioning, pricing, scoping,
managing, and executing the delivery of a service. Partners are provided access to
these kits based on the products they are enabled for by EMC Services program
entitlements. The downloadable kits are categorized by product and related services.
Refer to Powerlink.emc.com > Services > Professional Service Offerings > “Select a
product” > “Select a service”. They can also be found through the SOI, as described in
“Service Offering Index (SOI)” on page 38.
Table 3 EMC Service - TS Kits
Partner Access
Service Brief Reseller Customer & Describes the services. Contains contractual legal
partner statements concerning the engagement and is the formal
contract document between the customer and EMC.
Configuration Implement Customer & Field professional customizes this tool/template to reflect
Guide Services partner configurations specific to each customer (for example, add
enabled for host names, finalize custom configurations). This document
related product should be reviewed and agreed upon with the customer
prior to beginning the actual implementation. This
document will be completed during/after service and a copy
left with the customer.
Data Sheet Implement Customer & Product or services information and value/benefits
Services partner
enabled for
related product
Fact Sheet Implement Partner Describes the service offering: service positioning, scope
Services and scope exclusions, deliverables, service opportunities,
enabled for risks and considerations, delivery skills, and
related product recommendations.
Practitioners Implement Partner Notes to assist in smooth implementation

Guide Services
enabled for
related product
Questionnaire Implement Partner Used for information gathering before finalizing the scope
Services
enabled for
related product
Table 3 EMC Service - TS Kits (continued)
Partner Access
Scope Implement Partner Defines the scope of service

Document Services
enabled for
related product
Service Implement Partner Defines the scope of service-packaged offerings for basic/
Overview Services expanded services
enabled for
related product
Test and Implement Partner & Used to create a custom Test Plan. It should be reviewed
Acceptance Services Customer and agreed upon with the customer prior to beginning the
enabled for actual implementation.
related product
Work Breakdown Implement Partner Spreadsheet shows the effort--in hours, by task and by
Structure Services labor grade--required to perform an engagement. It also
enabled for documents the major steps to complete the service,
related product including resources and level of effort.
Access to a product's TS kit is based on the partner being enabled to provide services
on that product. As a partner completes the training requirements, entitlements are
added to their PowerLink profile providing access to the TS kits.
If you are unable to see TS kits, and think you should, contact you PGSL or the EMC
Services PMO.
Building EMC Services Partner Offerings from TS Kits

EMC Services Partners who are Implement-enabled on a product can develop their
own service offerings by leveraging the TS kits. Service Briefs can be combined to
provide a clear scope of the project. WBS (Work Breakdown Structure) can be used to
determine the level of effort and pricing estimates. Configuration Guides, Test and
acceptance documents should be used by delivery resources to provide standard
delivery procedures and quality.
EMC Confidential - Employee and Partner Use Only Service Enablement 47

Ordering Services
ChannelXpress (CxP) - Ordering System
Overview
ChannelXpress is EMC's configuration, pricing, and ordering application. Through this
system, partners can purchase products, spare parts, and EMC remote technical
support.
Tier 1 Partners can utilize CxP either directly or by placing orders through their EMC
distributor. Tier 2 Partners order through their distributor. In some circumstances,
partners who cannot use CxP must submit an order manually through the Partner
Support Center (refer to “Partner Support Center (PSC)” on page 189) so that the order
can be placed through DirectXpress (DxP).
Orders submitted through ChannelXpress contain not only the information about the
product to be shipped, but also the details used to determine what parties will be
performing the services associated with the order. Based on the order that the partner
submits, EMC is notified about which services, if any, EMC has been asked to provide.
The ChannelXpress for Partners landing page Powerlink.emc.com > Home >
Tools/Resources > ChannelXpress (click as opposed to drop-down) contains access,
multi-linguist, help, and training information. The URL of the CxP portal is
https://crm.emc.com/OA_HTML/emc_ibeCAcdLogin.jsp.
Note: There is a CxP R12 version for localized languages, located at

https://cxl.emc.com/OA_HTML/emc_ibeCAcdLogin.jsp
Usage
Reference the ChannelXpress Help Information landing page at Powerlink.emc.com >
Tools/ Resources > ChannelXpress > ChannelXpress Information for training
presentations that demonstrate how to access and operate the portal. Also refer to
“Ordering Products Through CxP” on page 170.
Help
Partners have multiple options for obtaining support on the use of CxP:
◆ The sales assistance feature of the ChannelXpress “Help Tab”
◆ Partners who buy directly from EMC can call the Partner Support Center (refer to
“Partner Support Center (PSC)” on page 189) in their region. Tier 2 Partners
should contact their EMC Services distributor's support line for assistance.
◆ Contact ChannelExpressSupport@emc.com (877-898-6225 Option 1)
Selecting a CxP Store Based on Services Being Provided
Overview
Within CxP there are different locations called “stores” through which order
configurations can be built. In order to determine the appropriate store in which to
build a configuration, partners must know what support services they will be
providing in relation to the order.
Setup
Partners are given specific logins to use for ChannelXpress, depending on what
services they are enabled to provide by product, that dictate what stores they can see.
There are specific logins for non-servicing, Remote Support, and Onsite Support
Partners. If a partner is Remote Support enabled for VNX, and they are placing an
order for a VNX, then they would authenticate using their Remote Support login.
Usage
Below are the common stores that partners use to place orders, and the situations in
which they are used:
◆ All Solutions Store - for EMC Services resellers reselling EMC services
◆ Manage Compliant Store (M Store) - for product orders that the partner will be
providing Remote Support services on
◆ Support Compliant Store (S Store) - for orders that the partner will be providing
Onsite Support services on
◆ Services Enabled (SE) Core Hardware Store - for orders that include
partner-provided Onsite support for the VNXe product family
For each of the stores above, there are geographic sub-stores. Orders should be
placed in the store that corresponds with the geography of the installation site.
If a partner is ordering multiple products at the same time, from different product
families, and does not plan to provide the same type of support services on the
different products, then the orders must be placed in separate stores.
EMC Confidential - Employee and Partner Use Only Ordering Services 49

ChannelXpress Configuration Cart - Building an Order

Building the Configuration Cart is the ordering process by which the products are
attributed the corresponding services for implementation and ongoing support/
performance. For details on how to manage carts in the CxP interface, refer to
Powerlink.emc.com > Tools/ Resources > ChannelXpress > ChannelXpress Help
Information > General Overview > “Slides 19-31”.
Configuration Example
Following is a walk-through of a more advanced Data Domain configuration, the
Professional Services associated with that Configuration Cart (those checked by
default and those manually added), and an explanation of why those services were
chosen.
Figure 10 Complete Quote; The End-Result of a Submitted Cart
The first question that the partner faces is whether or not to include the
implementation services with the cart. The default answer is “YES.” The configurator
will determine which services for base implantation are needed.
Because we have a DD670 with 1 ES30 Shelf, the following service has been checked
by default: “PS-BAS-DD06 - Implementation for Data Domain 1 to 6 Shelf System QS.”
This service is the base line implementation and will cover any Data Domain system
that has 1 to 6 shelves purchased.
Figure 11 Configuration Example 1
As we scroll down the page we see that the services are grouped by type and that the
displayed services are checked. These following services must be manually checked.
◆ PS-BAS-DDOR - Implementation for DD Boost and Oracle RMAN
Added because the customer want to also backup Oracle via RMAN direct to Data
Domain. This service allows for time and configuration of RMAN and Data Domain
to accomplish this.
◆ PS-BAS-DDBT - IMPL DD BOOST NBU ADD-ON QS
Added because the customer has NetBackup and wants the Data Domain and
NBU configured to talk via boost.
We also see training modules checked which are added by default:

◆ CE-VALPAKDD - Data Domain De-duplication ValuePak

◆ CE-AVAXIADMIN - EMC Avamar Administration ValuePak
This particular customer also wants to establish secure Alert Notification connectivity
to EMC's Global Support Teams, thus the service for the EMC Support Gateway was
added.
◆ PSINST-ESRS - INSTALLATION OF ESRS GATEWAY
Note: This service provides for the installation of a new ESRS Gateway, it does not
provide for the actual Gateway software. The customer would need to order
ESRS-GW-200 to secure the actual software.
As the last category of services options in the cart, Optimize covers supplemental
add-on services that are not required, but add continuous value to the solution.
◆ PS-CUS-DD - Health Check for Data Domain
Typically a customer Data Domain service model number; in this case it is being
used to sell the Health Check service. The customer can purchase this service to
use after the solution has been deployed for a period of time and determine if the
solution is providing satisfying requirements, including scalability. This service
can foster incremental sales and provide insight in the form of how the data is
being backed up and how well the Data Domain system is performing.
◆ PS-BAS-INTNBU - Integration Enablement for DD and NBU QS
A service that provides for a best practices consultative workshop on the Data
Domain appliance enabling the customer to become operationally self-sufficient
in their NetBackup backup environment. The authorized resource will work with
the customer in order to gain an understanding of their relation to interoperability
and appliance performance with NetBackup.

Request for Product Qualification (RPQ)

In order to provide support services on a product, EMC needs to ensure that a partner
orders a supportable configuration. Thus, carts are denied when submitted with
non-standard configurations that violate the logic of CxP. This rule applies even if the
partner is providing Remote Support and Onsite Support on the configuration.
If a partner has business justification to order a non-standard configuration, then the
partner must complete the RPQ form in the RPQ section of CxP Help Desk.
EMC will review the submitted RPQ form to:
◆ determine if the requested configuration is technically feasible and supportable
◆ ensure product availability for any special components to meet delivery
requirements
◆ confirm if the design can be manufactured and tested using current EMC
processes
The approval or rejection of the request will be communicated to the partner via a
published quote email.
Submitting an Order - Checkout

As the final step in the CxP ordering process, checkout procures the details about
where the product will be shipped and who will be installing the product. Table 4 on
page 55 provides insight into how the questions should be answered.
Table 4 Order Submission Questions
Question Instruction on how to answer that question
“EMC TO INSTALL THIS If a partner is enabled by the Implementation Services program to install the product
EQUIPMENT” included on the order, then they select “NO” from the drop-down menu.
If a partner is not enabled to install the product, then they should select “YES.” This
statement applies to all EMC Services Partners because not all EMC products have
enablement paths available to partners.
“EMC TO SERVICE THIS If a partner is neither Remote Support nor Onsite Support enabled for the product on the
EQUIPMENT” order, then the answer to this question would always be “YES.”
A Master Services Agreement (MSA) number must be submitted when “NO” is answered.
Based on the MSA number submitted with the order, EMC knows that the partner is
authorized to provide either Remote Support or Onsite Support services on the order.
CONTACT and SITE The primary purpose of these fields is to determine where to ship and install the product
INFORMATION as well as who the Partner Project Manager and customer point of contact are.
If EMC is to install the order, then the contact and site fields are of paramount
importance. This information feeds the requests that are generated to EMC Technology
Solutions (TS). Misinformation results in delay in installation.

EMC Product Warranty, Maintenance, and Use Rights

EMC documents product warranty, maintenance, and use rights at EMC.com > Support
(click as opposed to drop-down) > Product Warranty, Maintenance, and Use Rights.
What’s Next
The next chapter provides information on enablement and training for EMC Services
Partners.
EMC Confidential - Employee and Partner Use Only What’s Next 57

CHAPTER 3
Enablement and Training
This chapter provides-information on EMC Services enablement, training, and skills

verification.
◆ EMC Services Enablement for Affiliate Partners................................................. 60
◆ EMC Services Enablement ................................................................................ 62
◆ EMC Services Product Enablement ................................................................... 66
◆ EMC Channel Distributor .................................................................................. 83
◆ EMC Services Implement Operations Module for Delivery Resources................. 84
◆ Skills Building .................................................................................................. 85
◆ What’s Next ..................................................................................................... 89
EMC Confidential - Employee and Partner Use Only Enablement and Training 59
EMC Services Enablement for Affiliate Partners

Training Through the AEC
In order to provide services on EMC Services Affiliate products, partners must
complete the EMC Services Affiliate services training. Services options at this level
include Implement (for specific VNXe, VNX, and Data Domain products) as well as
Remote Support and Onsite Support (for specific VNXe and Data Domain products).
EMC Services Affiliate services training is located on the EMC Services Affiliate
Enablement Center (AEC) at
https://education.emc.com/main/elearning/Sales/VAEC_SABA_migration/2012_va
ec.html. A breakdown of available courses can be found in Figure 14.
Figure 14 AEC Courses
Note: Language localization is available for the AEC.
Once you click the course button, a complete training path is created and loaded.
Please be patient, this may take a few minutes. When the requested training path is
displayed, click “Confirm” to start. Remember, this training is free. Take the training at
your own pace—you can stop at any time and come back to restart using the
“Relaunch Existing Training” button on the AEC training landing page.
After product training and subsequent tests have been successfully completed by a
partner resource for the first time, a Deployment Letter will be sent to the partner in
order to explain what services the partner resource has become enabled to deliver
(refer to “What it means” on page 108). Note that the training must be taken in the
vertical order presented in the AEC. Furthermore, a partner must be deployed in
product Implementation before they can become deployed in product Remote
Support & Onsite Support, unless the Implementation and Support training is
bundled.
EMC Confidential - Employee and Partner Use Only EMC Services Enablement for Affiliate Partners 61
EMC Services Enablement

Determining Learning Paths and Steps to Services Enablement
The first major step in becoming enabled to deliver services on a given EMC product is
to become trained and certified (where certification is available) on that product. The
EMC Services Product Enablement section is the primary source of training and
certification criteria for services enablement (refer to “EMC Services Product
Enablement” on page 66). Alternatively, the Education Services Portal Post-Sales
page provides guidance of how to become trained/certified to support the major EMC
Services product categories. The EMC Partner Education Catalog contains a more
complete portfolio of training available to partners, regardless of whether or not that
training specifically aligns to the EMC Services program (refer to “Managing Training
Records” on page 139).
Education Services Portal

The Education Services Portal at https://education.emc.com/part/post-sales/
explains the means by which partners can become trained and certified. Access to
this portal is authenticated via Powerlink credentials.
Note: The partner decides if they want to provide Implementation Services for the VNX
product family.
Certification Requirements for Partner Enablement
Note: Before they can be deployed on EMC products and solutions, some partners are
required to attend the associated training and pass the relevant certifications. Refer
to refer to “EMC Services Product Enablement” on page 66.
Certification is the process by which EMC validates the theoretical knowledge used to
provide services. In most cases, EMC Services Partners must be certified in order to
deliver services on EMC products. The Certification landing page at
https://education.emc.com/default_part.aspx > Certification outlines the certification
process start-to-finish. Product certifications that relate to the same type of service
are grouped into Certification Tracks (refer to https://education.emc.com/
default_part.aspx > Certification > Certification Framework). In the case of the EMC
Services, Certification Tracks generally align to the three components of the program:
1. EMC Services Implement aligns to QuickStart training and the Implementation

Engineer (IE) Certification Track, and, in some instances, the Product Technology
Specific (P&T) Certification Track
2. EMC Services Remote Support aligns with Product Troubleshooting and EMC
Support training paths
3. EMC Services Onsite Support aligns to the Platform Engineer (PE) Certification
Track, and includes QuickStart training (VNXe support and Data Domain 160, 620
support)
Training to Pass the Certification Exam

Table 5 contains a list of Education Services telephone contacts
Table 5 Education Services Telephone Contacts
Location Telephone
North America 1-888-EMC-TRNG (362-8764)
South America +55 11 5185 7138
Latin America +55 11 5185 7138
UK +44 208 758 6080
Germany +49 6196 4728 666
ANZ +61 2 9463 0000
South Asia +65 6333 6200
Greater China +86 10 8438 6593
Japan +81 3 3345 5900
South Korea +82 22125 7750
India +91 80 6737 5064
The contact form can be found at: http://emc.force.com/EducationSupport.

After a partner identifies the certification that aligns with the services they want to
deliver, it is time to achieve that certification. As summarized on the exams and
training page at https://education.emc.com/default_part.aspx > Certification > Exams
& Training, each certification has a related exam and training to support it. For
example, the “VNX Solutions Specialist Exam for Implementation Engineers” exam is
EMC Confidential - Employee and Partner Use Only EMC Services Enablement 63
supported by the “VNX Solutions Specialist” training. The training landing page at
https://educationstg.emc.com/default_part.aspx > Training outlines the partner
training process.
Note: Partner enrolls in the VNX Solutions Implementation Engineer (IE) Specialist
training to prepare for the corresponding E20-390 Exam.
Figure 15 VNX Solutions Implementation Engineer (IE) Specialist Training Enrollment
Training Schedule
A training schedule is updated weekly at
http://www.emc.com/partnerships/resources.htm > Access Service & Support
Resources > EMC Services Partner Web > Training Schedule. Training is listed by
course, GEO/region, location, number of available openings, and delivery method.
You can also find training schedules on the Education Services portal at
https://education.emc.com/default_part.aspx. Search for the course title and click on
“Schedule.”
EMC Proven Professional Associate Level Training

We recommend that all delivery resources take the Information Storage and
Management v2 (ISM v2) exam (EMCISA) (E10-001), an associate-level qualifying
exam (and pre-requisite to Specialist level certifications) for all EMC Proven
Professional tracks:
◆ Technology Architect (TA)
◆ Storage Administrator (SA)
◆ Implementation Engineer (IE)
◆ Platform Engineer (PE)
◆ Data Center Architect (DCA)
◆ Cloud Architect
The Backup Recovery Systems and Architecture Exam (EMCBA) (E20-005) is an
alternative associate-level qualifying exam for any EMC Proven Professional Backup
and Recovery Specialty track. This exam requires the candidate to be able to describe
concepts and technologies used in backup and recovery environments. If your job
focus is solely Backup and Recovery and you are pursuing a Backup Recovery
specialist credential, EMCBA is an appropriate choice at the associate level. EMCBA
will not meet the associate level requirements for any specialties other than Backup
Recovery
The Cloud Infrastructure and Services (CIS) Exam (E20-002) is an alternative exam if
you are pursuing the EMC Services Practice - Cloud Builder training and certification.
This exam will not meet the associate level requirements for any specialties.
Practice Exams
There is a preparatory practice test for every exam. These practice exams are available
to all partners that have access to the Education Services portal at
https://education.emc.com/default_part.aspx > Certification > Exams & Training.
Although certifications do not expire, the EMC Services program requires partners to
refresh their skillsets in order to maintain a “deployed” status (refer to “Maintaining
EMC Services Skillsets” on page 143).
EMC Confidential - Employee and Partner Use Only EMC Services Enablement 65
EMC Services Product Enablement

This section shows the products for which partners can become enabled to deliver
Implement, Remote Support, and OnSite Support services. Products may have
multiple steps in the enablement path for a partner to become fully enabled, such as
Quick Start paths for basic services on entry level systems up through expert level
training for advanced software features and solutions. The number of steps in an
enablement path is identified. The following abbreviations are used:
◆ eL = eLearning
◆ ILT = Instructor-Led Training
◆ VILT = Video Instructor-Led Training
◆ OILT = Online Instructor-Led Training
For each training module, EMC supports the version listed and the previous version.
Note: For details on specific training and exam modules, go to the Education Services
Micro Site at https://education.emc.com/part/post-sales/
Note: Training and certification requirements for OEM partners are documented in the
Partner Services Operations Plan.
The following products are detailed:

◆ VNXe Product Enablement................................................................................ 68
◆ VNX Product Enablement.................................................................................. 69
◆ Isilon Product Enablement ............................................................................... 70
◆ VMAX/Symmetrix Product Enablement ............................................................. 71
◆ XtremeCache Product Enablement.................................................................... 72
◆ RecoverPoint SE Product Enablement ............................................................... 73
◆ RecoverPoint EX/CL Product Enablement .......................................................... 73
◆ VPLEX Local/Metro Product Enablement ........................................................... 74
◆ Data Domain QS Product Enablement............................................................... 74
◆ Data Domain Product Enablement .................................................................... 75
◆ Avamar Product Enablement ............................................................................ 76
◆ NetWorker Product Enablement........................................................................ 77
◆ SourceOne Product Enablement ....................................................................... 78
◆ Atmos Product Enablement .............................................................................. 79
◆ Centera Product Enablement ............................................................................ 80
◆ Replication Manager Product Enablement ........................................................ 81

◆ AppSync Product Enablement .......................................................................... 81
◆ Disk Library for Mainframe (DLm) Product Enablement ..................................... 82
EMC Confidential - Employee and Partner Use Only EMC Services Product Enablement 67
VNXe Product Enablement
Figure 16 VNXe Product Enablement
VNX Product Enablement
Figure 17 VNX Product Enablement
Isilon Product Enablement
Figure 18 Isilon Product Enablement
VMAX/Symmetrix Product Enablement
Figure 19 VMAX/Symmetrix Product Enablement
XtremeCache Product Enablement
Figure 20 XtremeCache Product Enablement
RecoverPoint SE Product Enablement
Figure 21 RecoverPoint SE Product Enablement
RecoverPoint EX/CL Product Enablement
Figure 22 RecoverPoint EX/CL Product Enablement
VPLEX Local/Metro Product Enablement
Figure 23 VPLEX Local/Metro Product Enablement
Data Domain QS Product Enablement
Figure 24 Data Domain QS Product Enablement
Data Domain Product Enablement
Figure 25 Data Domain Product Enablement
Avamar Product Enablement
Figure 26 Avamar Product Enablement
NetWorker Product Enablement
Figure 27 NetWorker Product Enablement
SourceOne Product Enablement
Figure 28 SourceOne Product Enablement
Atmos Product Enablement
Figure 29 Atmos Product Enablement
Centera Product Enablement
Figure 30 Centera Product Enablement
Replication Manager Product Enablement
Figure 31 Replication Manager Product Enablement
AppSync Product Enablement
Figure 32 AppSync Product Enablement
Disk Library for Mainframe (DLm) Product Enablement
Figure 33 Disk Library for Mainframe (DLm) Product Enablement
EMC Channel Distributor

EMC offers a comprehensive and partner-friendly EMC Services Program to EMC
Services partners worldwide. We have extended the program to be available through
Distribution partners worldwide as well, called the EMC Services Distribution Program.
Through the EMC Services Distribution Program, distribution partners can leverage
EMC's professional services in a way that best complements their business model.
EMC Services Distribution Program is tailored to help distributors tap into incremental
revenues and protect and strengthen their customer loyalty - both to the EMC Services
partner and to EMC technologies.
For more information, refer to “EMC Services Distribution Program” on page 253.
EMC Confidential - Employee and Partner Use Only EMC Channel Distributor 83
EMC Services Implement Operations Module for Delivery

Resources
The Implement Operations Module covers core information that delivery resources
need to be aware of when working with EMC products. Within this module, you can
learn where to find information, tools and procedures, and what processes must be
completed, such as a Partner Notification Tool, Remote Connectivity, and Quality
surveys.
This module should be taken by resources completing a Product enablement path and
should be taken prior to attending any of the new OnLine labs that provide hands-on
practice as this will show you where to find a number of tools and systems that are
needed for the labs.
The EMC Services Implement Operations Module consists of the following training:
◆ EMC Services Implement Operational Tools and Process Training
(MR-2WN-VSIOTP2013)
This course is designed for EMC Services Implement Partners to become educated
on EMC operational tools and processes in order to do their job more effectively.
The audience for this course is EMC Services Implement Partners and EMC people
who support them.
◆ EMC Services Implement Operational Tools and Process – Assessment Test
(MR-2ZN-VSIOTP2013)
◆ Partner Notification Tool Training
(MR-2WN-PARTNOTTOOL)
For additional information on the Partner Notification Tool (PNT), refer to “Partner
Notification Tool (PNT)” on page 134.
Skills Building
Online Practical Labs
What is the Online Lab?
◆ A 2-day proctored lab to validate the partner’s practical skill (some classes are
1-day)
◆ A replacement for the old Mentoring program
Who should attend an Online Lab?
◆ Those who have completed the Implementation Engineer VILT and want to be
authorized to deliver implementation and installation services for that product
Are there any prerequisites?
◆ You must have successfully completed the prerequisite test and EMC Services
Implementation Operations module
◆ It is recommended to have completed the VILT and certification, but this is not a
requirement
Note: Additional lab types are available. Refer to “Productivity Resources” on

page 237.
Online Lab Product Family Coverage

Table 6 details the products requiring Online Labs, where the VILT training has been
selected.
Important: This is an essential requirement within the Implement Enablement process

designed to achieve practical hands-on experience aligned to the VILT curriculum.
Table 6 Online Lab Product Family Coverage
Product Family VILT Online Lab Requirements
VNXe --
VNX (except 5100 and 5300) Yes
Isilon Yes
EMC Confidential - Employee and Partner Use Only Skills Building 85

Table 6 Online Lab Product Family Coverage (continued)
Product Family VILT Online Lab Requirements
VMAX/Symmetrix Yes
XtremeCache --
RecoverPoint SE/EX/CL Yes
VPLEX --
Data Domain (except DD160 and DD620) Yes
Avamar Yes
NetWorker Yes
SourceOne --
Atmos --
Centera --
Replication Manager --
App Sync --
DLm --
Key: -- Not available/Not applicable
Online Lab Registration

◆ Can be located on the education services site by looking at the Certification
Framework on the Education Services site
◆ Order in Channel Express: CE-OLIE-XXX
◆ Send Purchase Order Number to Education@emc.com with the following
information:
• Purchase order number
• Name and email address of individual who will take the course
• Date of course you wish to attend
◆ EMC Education will confirm your registration by email
Figure 34 Online Lab Registration
EMC Confidential - Employee and Partner Use Only Skills Building 87

Education Services Contacts

International telephone and email support is available for all issues surrounding
Education Services.
Table 7 contains a list of Education Services telephone contacts
Table 7 Education Services Telephone Contacts
Location Telephone
North America 1-888-EMC-TRNG (362-8764)
South America +55 11 5185 7138
Latin America +55 11 5185 7138
UK +44 208 758 6080
Germany +49 6196 4728 666
ANZ +61 2 9463 0000
South Asia +65 6333 6200
Greater China +86 10 8438 6593
Japan +81 3 3345 5900
South Korea +82 22125 7750
India +91 80 6737 5064
The contact form can be found at http://emc.force.com/EducationSupport.
What’s Next
The next chapter describes the EMC Services Partner - Implementation program. The
Implementation program enables the partner to perform installation, implementation,
and remote connectivity.

CHAPTER 4
Implementation Program
This chapter provides-information on the EMC Services Implementation program,

enablement, training, and skills verification.The Implementation program enables the
partner to perform installation, implementation, and remote connectivity.
Note: Additional Implementation requirements and resources, such as training and

selling and delivering EMC Services using the Service Offering Index, are covered in
“Service Offering Index (SOI)” on page 38.

◆ Implement and Support Services Automation Tool............................................ 92
◆ Implement Program Lifecycle............................................................................ 96
◆ Implement Program Onboarding....................................................................... 98
◆ Enablement, Skills Verification, and Deployment............................................ 101
◆ Planning and Executing the Engagement ........................................................ 111
◆ Documentation (Project Closure) .................................................................... 127
◆ Transfer to Support......................................................................................... 130
◆ Partner Notification Tool (PNT)........................................................................ 134
◆ Partner Services Quality (PSQ) Program .......................................................... 137
◆ Knowledge Maintenance ................................................................................ 139
◆ What’s Next ................................................................................................... 145
EMC Confidential - Employee and Partner Use Only Implementation Program 91

Implement and Support Services Automation Tool

The Implement and Support Services Automation Tool is an interface that allows
partners to be self-sufficient. The tool provides an overview of the program, as well as
the requirements and benefits to being a Implement and Support Services Partner.
The Automation Tool provides a consistent “easy-to-use” partner navigation
experience to Implement and Support Services enablement functions, collateral, and
tools.
Partners must first register for EMC Community Network (ECN), and can then enter the
Automation Tool through the Implement and Support Services sub-space landing
page. Partner access is controlled by Services Partner Community-gated communities.
In the Implement and Support Services sub-space, there is a “We are Listening”
button on the Services Partner Community landing page to direct questions to the
PMO help desk.
https://community.emc.com/community/partner/services-partner
Program Overview
From the Implement and Support Services Sub-Space Homepage, click Program
Overview to be redirected to the eduTube, where the Director of Global Services
Partner Programs provides a high-level summary of the Implement and Support
Services programs available to you.
Figure 35 Implement and Support Services Sub-Space Program Overview
EMC Confidential - Employee and Partner Use Only Implement and Support Services Automation Tool 93
Resource Center
From the Implement and Support Services Sub-Space Homepage, click Resource
Center for a list of components to the Implement and Support Services program, and a
table aligned to each piece that provides a more detailed explanation and/or link to
any collateral.
Figure 36 Implement and Support Services Sub-Space Resource Center
◆ Intellectual Property provides you with a link to the Tool Shed

(https://community.emc.com/docs/DOC-11497), where you can find any
licenses/tools that are available for the partner community, as well a direct link to
the LAVA (Licensing Authentication Validation and Authorization) portal (click
Tool Access Request to go to https://lava.emc.com/apps), which is used to apply
for access to any licenses and/or tools
◆ Cooperative Services provides you with a direct link to the Service Offering Index
(SOI) as well as the Cooperative Services page on Powerlink
◆ The Education table holds all of our partner catalogs and playbooks
◆ The Technical Support table contains a landing page for the IST, which holds the
matrix, call tree, and FAQs. You can also connect directly to support.emc.com
through a link in this table.
◆ The Champions Programs section holds a brief overview page along with
information on the SPEED/USPEED programs, as well as direct links to each
Champions program corner within the Services Partner Community
◆ The Quality table allows you to connect to Walker directly and also view a
presentation containing instructions to use the Walker tool
EMC Confidential - Employee and Partner Use Only Implement and Support Services Automation Tool 95
Implement Program Lifecycle
Figure 37 Implement Program Lifecycle
◆ Qualify: Qualify means that a partner should be in the reseller program and have
achieved a run rate to drive a services business. Partners should then develop a
services strategy to look at investment resources, utilization, and how they can
use EMC services to support offerings they are developing.
◆ Onboarding: The appropriate contractual agreements are in place and business
plan is agreed upon
◆ Portfolio Readiness: Clear understanding of the services opportunity for sell
through, cooperative, and advanced services sales
◆ Enablement: Partner resources have completed the training path for the specific
roles, and products and entitlement have been set up accordingly
◆ Verify: Implementation skills are verified by an EMC resource for the specific
platforms and the partner status has been setup in PRM
◆ Quality: Implementations are registered with EMC (PNT), quality surveys have
been completed (ASQ), and Partner resources maintain knowledge based on EMC
training updates
◆ Compliance: Maintain the required program compliance requirements for

Implement status (for example, certification, number of resources, revenue, …)
◆ Development: Business development plan to expand capabilities to additional
advanced practices, such as Cloud and Consulting
◆ Growth: Quarterly business review assessing key performance indicators (such as
profitability, services/product sales, sell-through, implementation, …)
EMC Confidential - Employee and Partner Use Only Implement Program Lifecycle 97
Implement Program Onboarding

EMC Services Application Process and Contractual Agreement
EMC Services Implement - Application Initiation

When a partner decides to expand from reseller status into the EMC Services Partner
Implementation program, they can do so by completing an EMC Services Implement
application, located on the Affiliate Enablement Center (AEC) tool. The AEC tool is
found under the training section of Powerlink, as shown in Figure 38 on page 98.
Before applying, the partner is strongly encouraged to first click the “Learn more
about EMC Services” button to review the program benefits and requirements. A link
to the program Partner Handbook is also provided.
Figure 38 EMC Services Implement - Application Initiation
Program Entry Requirements

The EMC Services Partner Implementation program relies on partners who are able to
sell and deliver services. EMC wants partners in this program who have the technical
aptitude and business models to offer Implementation services. An understanding of
the products and services offerings are key components.
Following are the minimum training and enablement requirements for the EMC
Services Partner - Implementation program:
Foundations EMC Services Implement Program

Table 8 Foundations EMC Services Implement Program Requirements for Entry
Requirement
EMC Channels Partner Tier of Affiliate or above, and:
Affiliate level Sales Accreditation - one resource required

Affiliate level SE Accreditation - one resource required
Complete training. Training is found on the AEC tool at Powerlink.emc.com (Partner

View) > Training > VAEC > Launch Enablement Center.
Accept the QuickStart Services Implement Agreement.
All partners accepted into the Foundations EMC Services Implement program will
receive a welcome letter outlining the next steps.
Certified EMC Services Implement Program

Table 9 Certified EMC Services Implement Program Requirements for Entry
Requirement
EMC Channel Partners Tier of Affiliate Elite, Signature, or Premier, and:
Sales Accreditations - 2 resources required
SE Accreditations - 2 resources required
Approval of EMC Partner Management and Sales Group
Partner must be in compliance with the EMC Services Solutions program
Partner must sign the EMC Services Implement Agreement (emailed to the partner when the
requirements above have been verified)
EMC Confidential - Employee and Partner Use Only Implement Program Onboarding 99
All partners accepted into the certified EMC Services Implement program will receive a
welcome letter outlining the next steps.
Enablement, Skills Verification, and Deployment

Implement Resource Deployment Process
Figure 39 shows the steps required for a resource to build the skills needed to provide
Implementation services on a product. The resource would then continue to develop
and maintain their skill sets to ensure a successful engagement. EMC offers
Guidance, Implementation, and Advanced services, which can be combined with the
partner’s services capability to provide a complete solution for the customer.
Refer to “EMC Services Product Enablement” on page 66 for more detailed
information.
Figure 39 Implement Resource Deployment Process
# Mandatory for some products

Refer to “EMC Services Product Enablement” on page 66.
EMC Confidential - Employee and Partner Use Only Enablement, Skills Verification, and Deployment 101
Services Partner - Implementation Operational Tools and Process Training

Module
This E-Learning module is a prerequisite to enrolling in the Skills Verification Online
Labs. It serves as an introductory course to the workings of the EMC Services program,
and, as such, provides instruction on the key processes and resources that pertain to
partners. For example, it describes:
◆ the information that Powerlink contains
◆ how to become registered for Powerlink
◆ key tools and websites the partner can leverage
The course ID of this module is EMC Services Implement (VSI) Operational Tools and
Process Training MR-2WN-VSIOTP2013.
Note: Only Services Partner - Implementation Partners can access this training.
Skills Building
Enablement Requirements
Figure 40 indicates if OnLine Labs, Remote Guidance Services, or an Onsite EMC
engagement are required to complete the enablement process.
Figure 40 Enablement Requirements: Implementation Engineer and Expert
Note: Foundation training is available for specific products, and is not a certification
path. Online Labs are available for specific products.
The EMC Services Skills Verification provides partners with a bridge from product
training and certification to practical field implementation. The program ensures the
required “hands-on” experience and knowledge of EMC processes and tools
necessary to be successful in delivering implementation of the applicable services. All
partner delivery engineers must complete the skills verification requirements for the
products for which they are entitled to deliver services.
In order to be deployed, skills verification can be completed in five different ways, as

shown in Table 10.
Table 10 Skills Verification Completion Paths
No. If... then...
1 an individual passed the IE Certification • For ILT participants - Take operations module, then
Exam, but was never skills-verified, submit skills verification document
• For VILT participants - Take operations module, do
online lab, then submit skills verification document
(Guidance Services recommended)
2 an individual is an experienced, past EMC TS take operations module, pass exam(s), then have EMC
employee, TS sign skills verification document
3 a skills-verified individual wants to verify the new individual takes operations modules, passes
skills of another colleague, exam(s), and mentor submits skill verification
document to EMC
4 An individual’s skills verification has been take operations module, pass exam(s), then have EMC
waived by EMC TS, TS sign skills verification document
5 an individual wants to learn while delivering sell an EMC Services engagement, and work
a billable engagement, along side the EMC Services team
Guidance Services
Guidance Services are a requirement for a partner organization to become Implement
enabled, and are positioned as the final skills verification step in the process (refer to
Figure 39 on page 101).
Figure 41 Guidance Services Options
There are two types of Guidance Services that can be used as the final step to Partner
enablement and skills validation.
1. Virtual Guidance Service
2. Onsite EMC engagement Guidance Service via a PS engagement
Note: Onsite EMC Engagement Guidance Service is limited to specific regions.
The purpose of this service is to:

1. Assist partner resources who are entering the Implement Services delivery for the
first time on a specific platform
2. Provide the opportunity for the partner’s implementation and execution plans (pre
and post) to be reviewed by EMC and gain feedback where required
3. Mirror EMC delivery resource best practice and maintain service delivery quality
Where required, the partner will need to order the appropriate Guidance Services to
engage EMC's remote delivery resource to complete the process. This includes
specific partner-submitted documentation review and sign-off before and after the
implementation phases to assist in driving consistent services delivery, best practice,
and quality.
The TS Kit describes the steps in full detail. Refer to “Service Enablement” on page 46
for details.
In addition, an assessment will be made of the partner’s Implementation capability
according to the specific skills verification plan during the engagement. There may be
more than one remote assessment required before the partner reaches the required
standard according to the skills verification plan.
Product Virtual Guidance Services

This service involves the remote delivery of the steps to assist Partner resources who
are entering the Implement Services delivery for the first time on a specific platform or
are being cross-platform enabled. This service facilitates a review of the Partner's
implementation and execution plans before the implementation with an Professional
Services (PS) delivery resource. When the implementation is complete, a post
implementation review is conducted with the Partner.
Refer to “EMC Services Product Enablement” on page 66 and “EMC Virtual Guidance
Services” on page 282 for additional information.
Virtual Guidance Service Availability

Table 11 Product Virtual Guidance Service Availability
Product Family Virtual Guidance1 Part Number # of Engagements
VNXe No -- --
VNX Foundation No -- --
VNX Yes PS-COP-VNXDIG 1
Isilon Yes PS-COP-ISIDIG 1
VMAX/Symmetrix Yes PS-COP-SYMDIG 2
XtremeCache No -- --
RecoverPoint SE/EX/CL Yes PS-COP-RPDIG 1
VPLEX Yes PS-COP-VPDIG 1
Data Domain QS No -- --
Data Domain Yes PS-COP-DDDIG 1
Avamar Yes PS-COP-AVADIG 1
NetWorker No -- --
SourceOne No -- --
Atmos No -- --
Centera No -- --
Replication Manager No -- --
App Sync No -- --
DLm No -- --
1.In some cases, an alternative to Virtual Guidance may be available. Contact your local Profession-
al Services (PS) for availability.
Onsite Engagements Assessed by an EMC Delivery Resource

Onsite EMC engagement Guidance Services can be arranged via a paid onsite PS
engagement. Contact your local Partner Operations Management or pGSL resource for
details.
Partner Self Skills Verification

Certain registered partners may be able to verify their newly-certified Implementation
resources from within their Partner organizations. For further details on how to set this
up please contact your local Partner Operations Management or pGSL.
Refer to “EMC Partner Skills Verification Sign-Off Form” on page 249 for a sample of
this form.
Deployment
◆ Upon completion of all requirements for enablement, the partner resources
records in PRM will be updated on Partner Central for that product
◆ The partner will be flagged as deployed if they have the correct number of
resources enabled
◆ If the partner has a Services Partner - Implementation contract with EMC, they will
be sent a Deployment Letter authorizing them to deliver implementation and
installation services for the product
◆ Their Powerlink and support.emc.com entitlements will be updated
◆ After PRM is updated and a deployment letter is queued, EMC will send a
Welcome Letter to the individual who is now authorized to do service
◆ This Welcome Letter will be confirmation of their deployment status to be valid for
one (1) year. It will include a reminder about registering for Services Partner
Community and vLab, and advise that their Powerlink entitlements will be
updated. It will also include a note about being set up in WalkerLink and a
reminder to send PSQ surveys.
What it means
EMC partners receive Deployment status upon completion of training criteria for EMC
products. Partners will receive a Deployment letter that initiates the partner into the
Professional Services (PS) deployment program and allows the use of branding and
recognition for service enablement. The letter sets out the services the partner is
authorized to deliver to customers. Each letter is based on the individual product set
where the requirements have been achieved. This will validate completion of training,
certification, practical requirements, and skills verification as required. All
deployment letters are valid for one year.
When/ why sent to Partner (to company)

The partner company will be sent a letter via email outlining the completed
requirements and services they are now entitled to perform in the field. The email will
be sent only after all requirements have been achieved. This may include some or all
of training, certification attainment, skills verification, and practical lab completion.
Where stored
PRM will be the central repository for tracking on all criteria. The partner resources will
be responsible for maintaining their achievements and contact information in Cert
Tracker, as this will feed to PRM for tracking (refer to “CertTracker” on page 139).
Criteria for letter based upon program

The criteria that will be required in order to receive a letter is based on the compliance
regulations per product. These requirements are presented annually and are
presented to partners through multiple venues. To ensure partners have correct
criteria, GSLs will also track and update partners throughout the year.
Partners also have scorecards that outline the partner achievement of these
requirements and can be found in PRM (refer to “Services Scorecard” on page 141).
When letter is issued, who sends it to the partner, and how long it is expected to take?
Letters are issued on a quarterly basis. At the end of each quarter a compliance review
is conducted through PRM and all partners that have achieved the outlined
requirements within that quarter will receive a letter for that product. Once a partner
receives the letter from the respective PGSL organization, it is valid for one year from
that date.
Letters are refreshed the first of January each year, and partners receive an updated
letter for each product they are deployed in.
If there are any updates to the services authorized to be performed based on training
updates, knowledge maintenance requirements, product changes, or additional skills
verification, an updated letter will be sent to the partner company upon completion
and tracking of additional activity.
In addition to the services that partners are authorized to provide to customers,
deployment letters also include a section titled Additional Services. The partner can
resell the complimentary services found in this section in order to satisfy the
requirements of a customer solution. When these services are included on a CxP
order, EMC delivery resources are engaged to perform them. An EMC resource
manager will contact the partner to schedule the deliverables outlined in the Services
Brief.
Partners also have the option to continue their enablement, receiving new
deployment letters, to be able to deliver these additional services themselves.
Partner Services Program Management Office (PMO)

EMC has established a Partner Services Program Management Office (PMO) team in
the North/Latin America (Americas), Asia/Pacific/Japan (APJ), and Europe/Middle
East/Africa (EMEA) to assist partners with QuickStart Services designations.
Program support is available Monday through Friday during local business hours. The
Program Management Offices may be reached via email as follows:
◆ Americas: PMOAmericas@EMC.com
◆ APJ: PMOAPJ@EMC.com
◆ EMEA: PMOEMEA@EMC.com
Planning and Executing the Engagement

Prior to executing the engagement, make sure the following are in place:
1. Services are booked and purchased (for example, Guidance Services) for the
initial engagement
2. If services are beyond those stated in the deployment, make sure that the
additional services are included in the order
Implementation Planning
Overview
This section provides details on how to perform a product implementation using EMC
best practice guidelines as set out in the Service Offering Index (SOI) (refer to “Service
Offering Index (SOI)” on page 38). The SOI contains the Technology Solutions (TS) kit
documentation, including the Configuration Guide, Practitioners Guide (where
applicable), and the Test and Acceptance. These are essential resources to assist the
implementation phase. The table below describes their contents.
Table 12 Critical Documents in the TS Kit
TS Kit Partner Access

Document Requirement Audience Description
Configuration Services Customer & The Partner Field Professional customizes this
Guide enabled for partner tool/template to reflect configurations specific to each
related product customer (for example, add host names, finalize custom
configurations). This document should be reviewed and
agreed upon with the customer prior to beginning the actual
implementation. This document will be completed
during/after service and a copy left with the customer.
Practitioners Services Available for some Services only. Documents the major
Guide enabled for steps to complete the service and includes information to
related product assist with all phases of this service offering, including
resources and level of effort. This document is used as a
guide for the Solution Architect and the Implementation
Specialist in delivering an engagement.
Test and Services Customer & Used to create a custom Test Plan. It should be reviewed
Acceptance enabled for partner and agreed upon with the customer prior to beginning the
related product actual implementation.
1. Download the Technology Solutions (TS) kit
EMC Confidential - Employee and Partner Use Only Planning and Executing the Engagement 111
2. Read the Practitioner’s Guide:

• Download tools
• Collect data from the customer site
3. Build a Configuration Guide:
• Site preparation
• E-Lab Advisor (ELA) - Support matrices
• Change Control Authorization (CCA)
• Procedure Generators
4. Install/implement:
• EMC Secure Remote Services (ESRS)
• Test & Acceptance
• Partner Notification Tool (PNT)
• Support
Planning Resources and Tools

EMC provides partners with the means to plan Array Platform configurations in
readiness for installation and implementation. Partners can accomplish this by
learning from the examples provided in EMC Demos and by utilizing the sizing and
performance of products and software (refer to Chapter 8, “Program Resources”).
Tools
Overview
Tools represent a collection of web-based clients, executable programs, and
pre-made databases that simplify or automate implementation planning tasks. Many
tools are used during both the design and deploy phases of an implementation to
assist partners with constructs such as sizing and performance in the case of
pre-sales or upgrade activities.
The Tool Shed is a central location on the Service Partner eXchange for partners to
identify and request access and information about the tools. In the following sections,
some popular tools are listed by area of specialty, along with their typical application.
The tools below represent a sampling of the most utilized tools across the product
groups. For a complete listing of tools refer to:
https://community.emc.com/docs/DOC-11497
Tools
Table 13 Tools
Tool Description
VNX Sizer Lite pre-sales sizing and configuring of VNX platforms.

Recommendation for VNX models, FAST, and FAST VP.
Yebo Automatic product updates and new collateral are

pushed to the partner through this application
Networked Storage Designer - Unified (NSD-U) Configure CLARiiON, Celerra & Unified Storage arrays
EMC Migration Planner (EMP) Import CLARiiON, Unified, and Symmetrix. Generate
scripts for migrations or Symmetrix configuration.
E-Lab Advisor (ELA) Remediation of complex environments

(Previously: HEAT, SWAT, and SANSummary)
EMC Backup System Sizer (EBSS) Calculates sizing for system configurations based on
assessment data (DD, Avamar, DD archiver)
Backup Quick Scripts Most up-to-date scripts for all Workbench tool products
Setup
Use of a tool may be restricted through a licensing process. The process and
requirements to obtain a license vary. The most mainstream method is documented in
the partner Tool Licensing Process at Community.emc.com > Services Partner
Community > Implement and Support Services Sub-Space > Documents > Partner Tool
Licensing Process. Additionally, tools may be packaged at download with an
installation guide containing technical specifications and unique procedures
associated with installation.
Use
There are four steps to using a tool to work with data:
◆ importation
◆ analysis
◆ interpretation of results
◆ exportation
Tools may be packaged at download with a User’s Guide, and their respective Tool
Shed Wiki page may contain video demos.
Help
For guidance in terms of what tools to use, obtaining licenses, or communication of
feedback, leave a comment on the Tool Shed. The main email contact for technical
troubleshooting of tool installation and use is TS_Tools_Support@emc.com. However,
be sure to check the Tool Shed for the proper support contact for each tool.
Backup and Recovery Pre-Sales Qualifiers

BRS Validation forms are pre-site questionnaires that must be completed and
approved prior to the deployment of certain Backup and Recovery EMC Solutions. The
information provided in these forms assists EMC in validating proposed customer
solutions for complex configurations.
It is important that all configuration, network, and application information be detailed
to ensure the most rapid response and accurate assessment of the technical
feasibility. It is strongly recommended that the information requested is provided as a
result of a joint effort of the Technical Sales Engineer and the appropriate customer IT
and network contacts.
These pre-sales qualifier forms can be found on Powerlink at:
http://powerlink.emc.com > Services > BRS BRDC Validation Forms
There are forms for the following products:
◆ Atmos
◆ Avamar
◆ Data Domain
◆ Data Protection Advisor
◆ NetWorker
Change Control Authorization (CCA)

Overview
This is the process by which partners and EMC resources ensure that configurations
are supported and perform to the designed specifications prior to deployment. Refer
to Powerlink.emc.com > Navigator (drop down - top right of screen) > EMC Service
Partner Web > Partner Change Control (CCA).
Partners must follow the CCA process when performing the following activities:
◆ Installation
◆ Upgrades
◆ Break-Fix activity, in the case of Onsite Support Partners
◆ Reconfiguration
◆ Relocation/moves that require additional configuration
Partners may either engage their local EMC delivery team, or initiate the gathering of
configuration and project information, or submit a CCA Request directly. EMC Tech
Support's CCA staff contacts the partner project manager in order to either approve or
rework the proposed configuration. The expected turnaround of the entire process is
approximately five days. Depending on the product, more instruction may be included
in either the Procedure Generator (refer to “Implementation - Procedure Generators”
on page 119) or the Product Support Bulletin. Refer to Powerlink.emc.com > Navigator
(drop down menu - top right of screen) > EMC Service Partner Web > Select a product
(from the top menu) > Product Support Bulletins.
Contact CCA5Feedback@emc.com for process assistance.
Products That Follow the CCA Process

◆ Atmos
◆ Avamar
◆ Celerra
◆ Centera
◆ CLARiiON
◆ DCA
◆ DLM
◆ EDL
◆ EDM
◆ File Management Appliance
◆ Greenplum
◆ Infrastructure Services
◆ Invista
◆ NAS NS Series
◆ Netwin
◆ Software/Host
◆ Standalone Switch
◆ VNX
◆ VPLEX
◆ VMAX1
The RecoverPoint Change Control process is a manual procedure. Review the following
link for information on how to initiate RecoverPoint CCA:
http://10.241.171.170/RecoverPoint/Change_Control/
RecoverPoint_Change_Control_Process
For support and questions, email: recoverpoint_change_control@emc.com
Site Planning/Preparation Checklist

Assessment of the customer environment and planning for the implementation is
required to ensure successful delivery and adequate resources.
These “Site Preparation Guides” are found in the “Site Requirements” section of the
“Installation Guide” on EMC Online Support at Support.emc.com > Support By Product
> Search for a Product > Documentation > Filter “Install”.
◆ Gather environment information
• Use data collection scripts
1. Important: Partners may submit change requests for the VMAX array; however, in the case of
BIN File changes, the Service Processor can only be accessed by EMC CE or IDE at this time.
• Populate TS Kit configuration guide

◆ Product Support Matrices
• E-Lab Advisor http://elabadvisor.emc.com
◆ Release notices
• Download latest release notices for product included in the implementation
◆ Check recent EMC Knowledge base articles for products included in the
implementation
◆ Check the Tool Shed
• Sizing tools (NSDs)
Warranty Implications for This Stage

Partners must adhere to the Warranty/Service Contract when performing installation
activities. An activity, including system moves or relocations, that affects or
invalidates the support contract requirements should be avoided by the partner. Such
activities must be performed by EMC Customer Service to avoid any potential issues
with the customer's existing Warranty or Service Contract. The partner must first check
with the PGSL.
Note: VMAX and VPLEX are installed by EMC delivery resources.
Site Requirements Example
Figure 42 Site Requirements Example - EMC VNX 5300 Unified Installation Guide
For other Installation Guides, search on Powerlink.
Validate Solution With Customer

After the site preparation activities are complete, the Implementation Engineer
conducts a customer briefing concerning the activities and associated details of the
implementation. The goal of the briefing is to ensure that the Business Unit
management (Senior Management or Director, and their staff) reviews the
implementation plan and the solution being implemented, and revises the plan if it
does not meet customer expectations.
This briefing should take the form of a presentation, ideally a “white boarding,” of the
solution including the following:
◆ Product, product features, and software
◆ Host connectivity
◆ Zoning, mapping, masking, ESX server/ hosts
◆ FAST VP Configuration and Policies against tiers (VMAX and VNX)
◆ Auto-Provisioning
◆ Remote/Local Replication setup such as Mirrorview, Replicator, RecoverPoint,
TimeFinder, SRDF, Migration, etc.
Implementation - Procedure Generators
Overview
The Procedure Generators provide step-by-step installation instructions for each
product. Partners select the feature they want to install and the wizards walk them
through the required activities. These utilities are updated at least once every 30
days.
Usage
The Procedure Generators can be downloaded from EMC Services Partner Web at
Resources > EMC Services Partner Web > Tools & Forms > Select Generator. This part of
the site is restricted to members of the EMC Services program. The procedural outputs
of these generators can be saved as files so that partners can equip themselves both
online and offline.
Following is a list of available Procedure Generators:
◆ Atmos Procedure Generator
◆ Avamar Procedure Generator
◆ Avamar Customer Procedure Generator
◆ Celerra Procedure Generator
◆ Centera Procedure Generator
◆ CLARiiON Procedure Generator

◆ Cloud Tiering Appliance (CTA) Procedure Generator
◆ Data Domain Procedure Generator
◆ DLm Procedure Generator
◆ EMC Connectrix Procedure Generator
◆ EMC Disk Library Procedure Generator
◆ ESRS Procedure Generator
◆ Greenplum Procedure Generator
◆ Isilon Procedure Generator
◆ Invista Procedure Generator
◆ Networker Procedure Generator
◆ RecoverPoint Procedure Generator
◆ Symmetrix Customer Procedure Generator
◆ Symmetrix Procedure Generator
◆ Symmetrix Hardware Document Viewer
◆ VPLEX Procedure Generator
◆ VNX Procedure Generator
Products Requiring EMC Installation

EMC Services Implement Partners are not authorized at this time to perform the
installation of the VMAX product family. This is reserved for EMC delivery resources
Installation Delivery Engineers (IDEs), Technology Solutions (TS) resources, and EMC
Out-of-Radius maintenance subcontracting (EMC-badged) partners. Resources
leading or involved with the installation activities will have the required Secure
Credentials to perform the installation of the service processor and associated VMAX
infrastructure.
Products requiring EMC installation involvement include:
◆ VMAX product family
◆ VPLEX product family
IMPORTANT: Services Partner - Implementation Partners should always ensure that

the $0 installation model number is included on all orders in ChannelXpress for the
VMAX. This ensures that the appropriate EMC resources and processes will be
available to deal with any EMC role activities (for example, BIN file change requests).
Note: Training for VMAX installation and FRU replacements is generally available for
EMC and partner consumption through the Symmetrix Platform Engineer track.
However, as noted earlier, access to the Service process via secure credentials for BIN
File configuration and execution is not available to Services Partner - Implementation
Partners at this time.
Product Software Download and Licensing
System Operating Code

All new and updated software downloads and product-specific technical
documentation are available on the EMC Online Support site at
http://support.emc.com. From the https://support.emc.com/products/ > Support by
Product pages, search for the product of interest, using Find a Product. The product
page provides easy access to all product-specific downloads and documentation as
well as additional content and tools.
Electronic License Management

Information on licensing and license management can be found on Powerlink at
Powerlink.emc.com > Support > Software Downloads and Licensing > License
Management.
The actual terms and conditions should be stated in the EMC Sales Order. We also
have a new license agreement based on “unit of measure” for tiering by array
capacity. Some license terms are agreed to when customers are downloading from
Powerlink.
EMC array software is perpetual, in that it will continue working after activation in the
array microcode, regardless of warranty and maintenance terms.
Public Web Links

See http://www.emc.com/support-training/support/emc-product-warranty-
maintenance-use-rights.htm and
http://www.emc.com/collateral/software/warranty-maintenance/h2483-sw-use-righ
ts.pdf for detailed information about licensing.
There is also a licensing FAQ for additional information.
Field Change Order (FCO)

For detailed information on EMC Field Change Orders (FCOs), refer to “Field Change
Order (FCO)” on page 200.
Remote Connectivity Installation

In order to ensure that EMC, and/or Onsite Support Partners, can support Implement
solutions, a remote connection may have to be installed between the device and EMC.
Refer to Table 14 on page 123 for the types of remote connectivity available by
product, the resources enabled to install them, and the locations of various related
technical documentation.
The EMC Secure Remote Support landing page, on Powerlink at Powerlink.emc.com >
Services > Global Services Offerings > Customer Support Services > EMC Secure
Remote Support, contains:
◆ ESRS FAQ documents
◆ Customer presentations
◆ Demonstrations
The Online Support landing page at Support.emc.com > Support By Product > Search
for: Secure Remote Support Gateway contains:
◆ Technical Description
◆ Site Planning Guide
Partner ESRS Installation
Note: Partner ESRS Installation is not available at the time of publication of this
document. It is planned for the first half of 2014.
Table 14 Type of Remote Connectivity
Type of Remote Connectivity
2013, Jan.28 WebEx Email Home Modem (aka ESRS - ESRS - ESRS -
Dial-Home) Gateway Device Client IP Client
Client
The customer's system automatically connects to the

servicing party in the event of an abnormality, and allows for
connection back into the customer's system to diagnose and
resolve the issue
Remote A one-way Operates Configuration Configuration Configuration

application connection through requires that specifically
and that sends either a ESRS eliminates designed for
computer- alerts to the telephone software the need for the VNX
sharing tool servicing line or a PBX. installation a dedicated management
is a one-way party via Modems are on a customer station,
connection email no longer customer-pro provided which is a
from the (SMTP). supported for vided server server or customer-
servicing Eliminates new or VMware VMware provided
party into the the need for installations instance. The instance. The server or
Description customer an active without an most ESRS VMware
EMC telephone RPQ (refer to common application instance.
system(s). line, but an “Request for configuration can reside Includes
Can be used enabled Product because it directly on some
alone or in telephone Qualification supports the additional
conjunction line, ESRS (RPQ)” on connectivity Symmetrix product-
with the connection, page 54 for a wide service specific
other or WebEx range of EMC processor, utilities that
connectivity. session is products and the VNX File are not
necessary for provides a Control available
the servicing single Station, and with other
party to instance of within the ESRS config-
connect back the ESRS VNXe urations.
in to the application operating Technically,
customers (and a single environment. ESRS IP
system. point of Client is a
failure). software
Features bundle that
include includes
security, ESRS Device
permissions, Client along
and audit with the
logs. additional
utilities.
Table 14 Type of Remote Connectivity (continued)
Client
Applicable products for Not Symmetrix, Symmetrix, Reference Symmetrix, VNX

Windows Operating dependent VNX, Avamar, VNX, Avamar, “Supported VNX File,
System on product Atmos, DLm, Atmos, DLm, Product” VNXe
Connectrix Connectrix section of
(Data the “EMC
Domain uses Secure
Auto Remote
Support) Support
Technical
Description”
(Data
Domain only
allows EMC
to connect
in)
Applicable products for Not Symmetrix, Symmetrix, Reference VNX (control Not
Linux Operating dependent VNX, Avamar, VNX, Avamar, “Supported station) supported
System on product Atmos, DLm, Atmos, DLm, Product”
Connectrix Connectrix section of
(Data the “EMC
Domain uses Secure
Auto Remote
Support) Support
Technical
Description”
(Data
Domain only
allows EMC
to connect
in)
Table 14 Type of Remote Connectivity (continued)
Client
Customer Not Can install, Can install, Cannot Can install, Can install,
Applicable except on except on install except on except on
Symmetrix Symmetrix Symmetrix Symmetrix
Imple- Not Can install Cannot Can assist Can assist

ment Applicable install customer customer
Partner with install, with install,
but should but should
not obtain not obtain
customer customer
login login
credentials credentials
Involve- Remote Not Can install Cannot Can assist Can assist
Only by RPQ
ment with Support Applicable
(refer to
install customer customer
install- Partner with install, with install,
“Request for but should but should
ation and Product
ongoing not obtain not obtain
Qualification customer customer
connection (RPQ)” on login login
page 54 credentials credentials
Onsite Not Can install to Not Not Not

Support Applicable S Partner Applicable Applicable Applicable
Partner
Onsite License- Can install to Can install to Can install to Can install to
Support based SD Setup or EMC EMC EMC
(ASP/ SD EMC
Setup)
Partner
EMC No Can install Can install Can install Can Install

installation
necessary
Note: With the release of ESRS v2.20, all ESRS Gateway capable products are now
supported on the Linux operating system. Refer to
https://support.emc.com/products/5571.
Help
For general questions and configuration instructions pertaining to ESRS, go to <link to
be provided>.
For formal support during the time of Remote Connectivity installation, refer to
“Resource Center” on page 94.
Documentation (Project Closure)

Best Practice Closure With Customer
Once the Implementation is complete, the following form will need be completed and
signed by EMC and the customer:
◆ Acknowledgment of Project Completion
The Acknowledgment of Project Completion is official notice that the Implementation
Partner has completed the project. A signed Project Completion Form indicates
successful completion of a milestone and allows the partner to invoice for the agreed
value of the project milestone. Acknowledgment below indicates that the current
Project has been satisfactorily completed by the partner:
◆ If <customer name> is satisfied with the completion for this Project, its signature
indicates acceptance.
◆ If <customer name> indicates that partner has not satisfactorily completed this
milestone, the parties will meet and use good faith to resolve difficulties.
The following documentation should be made available to the customer upon project
closure:
◆ Configuration Guide
◆ Test/Acceptance Plan
EMC Confidential - Employee and Partner Use Only Documentation (Project Closure) 127
Table 15 Project Completion and Acceptance
Project Completion and Acceptance
Customer Name:
Project Name:
Unique Project Indenter:
Completed Milestone(s):
Date Completed:
Deliverables:
• Successful completion of the following implementation: < text here>
• Configuration guide delivered to the customer? <check if complete>
• Test and Acceptance complete? <check if complete>
Partner Company Name
Signature Signature
Printed Name Printed Name
Title Title
Date Date
Implementation Hand-off for Support
IMPORTANT: After the project is complete (for example, the solution implementation
has been accepted by the customer), the partner must complete the PNT report (refer
to “Partner Notification Tool (PNT)” on page 134) in order to facilitate the hand-off
process. This is a critical step to ensure that the appropriate product and feature
registration is complete, and EMC Global Services Support is aware of the customer's
new solution deployment in EMC’s install base. Failure to complete this step will
result in customer difficulties with the EMC support process. For example, if the
customer’s configuration is not registered in EMC’s install base, then dial-home or
ESRS interactions may be missed.
Note: Equipment that has been moved without EMC consent may forgo
warranty/maintenance, and will require equipment recertification to reinstate
warranty/maintenance.
The best practices for moves to ensure continued warranty/maintenance support is to

engage EMC to perform the shutdown/de-install and power-up/re-install. This will
certify operational status before the system is returned to the customer.
With the advent of customer-installable systems, EMC cannot restrict customers from
performing their own shutdowns, relocations, and re-installations. In these cases, the
customer is responsible for loss or damage.
If EMC services are required to restore the system to operational condition, the
partner and or customer will be billed at Time and Material rates. The partner and or
customer should formally notify EMC of his/her intention to relocate the system by
initiating a Service Request to document the activity.
Note: For customer installable products (for example, VNXe), EMC allows the customer
to relocate the equipment after the customer first notifies EMC of the new address.
The PNT tool includes a relocation page to assist the partner with the process.
Handling Customer Problems After Successful Implementation

Partners with QuickStart Services Implement designations are generally not
responsible for service when a product problem occurs after the implementation of a
solution. These issues are handled by EMC or a partner with a QuickStart Services
Support designation when the customer is under an in-force Warranty or Service
Contract with EMC or a partner with a QuickStart Services Support designation.
You can help your customers by making sure that they registered their products with
EMC, and that they understand the support process for contacting EMC Customer
Support through Powerlink and the product-based Live Chat function. The EMC call
center will validate that the customer has an in-force Warranty or Service Contract at
the time of contact.
Customer Surveys for Partner Implementation Quality

Refer to “Partner Services Quality (PSQ) Program” on page 235.
EMC Confidential - Employee and Partner Use Only Documentation (Project Closure) 129
Transfer to Support
Implementation Services Support
Calling for Implementation Support

Dial your local Implementation Support number listed below. Be prepared to provide
the following information:
◆ Your EMC Services Implement Company Name, along with your EMC Services
Implement Support ID number (seven-digit number) obtained from your Partner
relationship manager or your Partner Global Services Lead (PGSL)
◆ The customer's name and address you are working with
A Customer Support Technician (CST) will answer your call, create a Service Request,
and queue it to the Implementation Technical Support Engineer (TSE). A TSE will
provide a call back within the proper Service Level Objective (SLO) to begin to solve
your problem.
Implementation Support for the Americas

Dial 1-877-898-6225 and select option 3 for Implementation Support. You will then
be prompted for your EMC Services Implement Support ID number.
Implementation Support for EMEA

Dial 00-800-475-82323 (free phone number) or +353 21 4281499 (direct number)
and select option 3 for Implementation Support. You will then be prompted for your
EMC Services Implement Support ID number.
Implementation Support for APJ

Dial the local EMC Worldwide Technical Support number for a customer support
technician/local language support and request Implementation Support. You will
then be prompted for your EMC Services Implement Support ID number.
A list of EMC Worldwide Technical Support phone numbers is available in Powerlink
using this path: Home > Support > Request Support > Contact EMC > Country EMC
Support phone, or the link below.
World Wide Technical Phone Numbers

http://powerlink.emc.com/km/appmanager/km/secureDesktop?_nfpb=true&_page
Label=image7b&internalId=0b014066800251eb&_irrt=true
Implementation Rules of Engagement

If a EMC Services Support Implementation resource is unsure what to do or who to
engage, they can ask the CST to have the SR routed to the proper Business Unit (BU)
for the product they seek support on.
◆ What are the hours of Implementation Support?
24x7
◆ What is the current SLO for engaging on an implementation request?
Table 16 Implementation Request SLOs
Severity Level Global Technical Support Delivery of Parts
Sev 1: Critical 1 hour (24x7) Next Business Day
Sev 2: High 3 hours (24x7) Next Business Day
Sev 3: Medium 4 hours (9x5) N/A
Sev 4: Request 10 hours (9x5) N/A
Table 17 Severity Levels Defined
Severity Level Examples of Possible Severity Conditions
Sev 1: Critical • Production data corruption (data loss/data

Severe problem preventing customer or workgroup from unavailable)
performing critical business functions • Production system crash or hang
• Production system severely impacted, such as severe
performance degradation
• Production system and/or data is at high risk or
potential loss or interruption
• Production system workaround is required
immediately
• Onsite performing implementation/installation;
time-critical production cut-over impacted
EMC Confidential - Employee and Partner Use Only Transfer to Support 131
Table 17 Severity Levels Defined (continued)
Sev 2: High • Onsite performing implementation/installation;

Customer or workgroup able to perform job function, but production cut-over not impacted
performance of job function severely degraded or limited • Non-production data corruption (data loss/data
unavailable)
• Non-production system crash or hang
• Non-production system and/or data is at high risk or
• Non-production system workaround required
immediately
• Development system(s) is inoperative
Sev 3: Medium • Production or development system has encountered a

Customer or workgroup performance of job function is non-critical problem or defect and/or questions have
largely unaffected arisen on product use
Sev 4: Request • No customer business impact

Minimal system impact; includes features requests and • Request for enhancements
other non-critical items
◆ Is a Service Request (SR) required for implementation support to work an issue?

Yes, an SR is required for Implementation Support to work any issues. SRs can be
opened via the Customer Support Team (CST) or Web. You will need to have the
customer's site ID number. All SRs can be tracked through Powerlink.
◆ Does Implementation Support work on production systems?
Implementation Support currently does not work on production arrays/systems if
the activity will affect production in any way.
Example 1 - An upgrade (for example, drive add) for a system that is already in
production is categorized as an implementation activity by the field but is
currently not supported.
Example 2 - If a box is in production and there is an implementation migration
activity going on that requires remote assistance, then that SR would be routed to
CS or the local field team as a Professional Services engagement, not
Implementation Support, even though it's an implementation activity being
handle by an implementation resource.
◆ How will Implementation Support handle unsupported configurations and RPQ
requests once an SR has been opened?
• Implementation Support is not equipped to test environmental Request for

Price Quotation (RPQ) configurations
• If not in Elab, then Implementation Support does not offer support for
unsupported configurations
• Approved RPQs with unsupported configurations are also not supported by
Implementation Support
• RPQ issues will be handled by the RPQ Team/Administrator who approved the
RPQ initially
◆ Who is entitled to assistance with the EMC implementation support?
Only partner individuals who are certified and skills-verified are entitled to
implementation support. These partners will have received a deployment letter
authorizing them to deliver EMC implementation services on that product.
◆ Will implementation support assist a partner that is not authorized to deliver EMC
services?
Only authorized individuals who are certified and skills-verified are entitled to
implementation support.
EMC Confidential - Employee and Partner Use Only Transfer to Support 133
Partner Notification Tool (PNT)

Overview
At the completion of each implementation, the product must be registered back to
EMC. This is done so that EMC has a record of installation sites and platform details
for support purposes. The PNT Tool simplifies the gathering of this information
through online-submitted forms. Refer to http://powerlink.emc.com > EMC Services
Partner Web > Tools & Forms > PNT Tool. Training on the PNT Tool is also available
there. For a list of products for which PNT should be used, go to Services Partner Web.
Usage
The forms are used to report on the following activities:
◆ Installation with Remote Connection
• Use the online PNT for these products: Avamar, RecoverPoint (RP), Symmetrix,
and VNX
• VNXe does not use the PNT because it has a built-in registration wizard
• For VPLEX and Data Domain, PNT forms (refer to
Resources > EMC Services Partner Web > Tools & Forms > PNT Tool) must be
submitted to CSHelpDesk@emc.com.
◆ Upgrade with Remote Connection
◆ Remote Connection Only
◆ Site ID
◆ EMC Services Quality (PSQ) Survey
This interface is used to submit forms to the PSQ Walkerlink database in order to
request that a quality survey be sent to the customer.
PNT Training
The “Partner Notification Tool” E-Learning module provides a step-by-step
walk-through of how to complete the different PNT forms. The module's course
number is MR-2WN-PARTNOTTOOL. It can be searched for on Education.emc.com >
Search Catalog or found directly at https://education.emc.com/i
ndex_login.htm?id=659164775.
PNT Example - VNX Install

This section is useful because it provides EMC with details as to whether the product
is either block or file.
EMC Confidential - Employee and Partner Use Only Partner Notification Tool (PNT) 135
Figure 43 PNT Example - VNX Install
Installation Process and the EMC Global Services Catalog

The EMC Global Services Catalog or Service Offering Index is available on the EMC
Services Resource Center or the Authorized Reseller Information sections of
Powerlink.
More comprehensive information can be found in the Selling Services Section of this
handbook (refer to “Selling and Delivering Services” on page 35); however, the
critical documents contained in the TS kit are essential resources to assist the
implementation phase. Refer to “Implementation Planning” on page 111 for details
on the TS kit documents.
EMC Confidential - Employee and Partner Use Only Partner Notification Tool (PNT) 137
Partner Services Quality (PSQ) Program

Overview
After the implementation, the partner sends an invitation to the customer to complete
a survey that measures the quality of the partner's service delivery. These surveys are
the basis for the Partner Services Quality (PSQ) program.
Reference the EMC Partner Services Quality Program for a brief overview at
Powerlink.EMC.com > Tools/Resources > EMC Business Partners > Services Program >
Program Overview. The PSQ Overview document may also be accessed directly at:
Americas Partners manage their surveys and quality metrics through the WalkerLink
online application. EMEA and APJ Partners use the EMC Partner Notification Tool (PNT)
to send survey invitations to customers. Refer to “Partner Notification Tool (PNT)” on
page 134 for information on how to use the PNT to send customers these survey
invitations.
Setup
Affiliate Partners are added to the PSQ Database by the Partner Management Office
(PMO) based on information gathered in their Services Agreements. TS
Implementation Partners will be added to the PSQ Database using information
gathered by the Partner Managers (PM) and emailed to the PSQ Program Manager.
This information includes:
◆ the partner's PRM profile name
◆ the partner's HQ country
◆ the name and email address for one or more partner PSQ administrators, who are
given access to WalkerLink to send survey invitations
◆ the name and email address of one or more partner contacts to whom complete
surveys will be emailed
Usage
Post-engagement, partners send an email invitation to the customer project lead to
take the survey through WalkerLink or PNT. The customer project lead clicks the link in
the email to complete the survey. Completed surveys are sent by WalkerLink to the
partner by email and can also be viewed in WalkerLink.
This survey consists of about 20 questions used to determine the perceived quality of
the engagement. Factors of analysis include:
◆ the service engagement process
◆ the delivery team's execution
◆ the deliverables provided
◆ the results achieved
Partners receive automated analysis of survey results that can be used to assess
which factors to improve upon in order to increase service quality and therefore
customer loyalty.
Help
For application and process support, partners should contact the EMC Partner
Manager (PM) or the manager of the PSQ program.
EMC Confidential - Employee and Partner Use Only Partner Services Quality (PSQ) Program 139
Knowledge Maintenance
Managing Training Records
CertTracker
Overview
The purpose of this EMC Proven Professional portal is to record the history of
certifications and accreditations at have been achieved by an individual. The
information contained in this tool is confidential and only shared with the individual’s
express permission. The portal does not group accounts together to form partner
profiles; it only provides a view into the progress of individuals. However, CertTracker
supplies Partner Central (PRM) (refer to “Partner Central (aka Partner Relationship
Manager (PRM))” on page 140) with high-level passing information, thus it is
ultimately needed to provide a holistic picture of the partner level of program
enablement. The CertTracker login can be found at
https://education.emc.com/default_part.aspx > Certification > Manage Your
Certification.
Setup
Using the information below, partners complete the CertTracker registration form
https://educationstg.emc.com/default_part.aspx > Certification > Manage Your
Certification > Never logged in before?
◆ After passing the exam required for certification, the partner candidate will receive
an E-Certificate bearing their Candidate ID and Registration Number
◆ After passing the assessment required for accreditation, the partner candidate
will receive a Score Report bearing their Candidate ID and Registration Number
Usage
The portal is used to not only review progress, but also to request logos and
credential verification.
Synchronization of CertTracker and Partner Central (PRM)

◆ The Practitioner's Partner Central contact record contains their company-issued
email address (as their primary email address) and their CertTracker ID (EMC
Candidate ID)
◆ The Practitioner's CertTracker account bears the appropriate company name and
partner company-issued email address (as their primary email address)
◆ Certifications have been given a week to propagate through the system
If database relationship problems persist, partners can escalate to
PMOperations.Operations@EMC.com.
Partner Central (aka Partner Relationship Manager (PRM))

Overview
Partner Central is the portal that partners use to review their progression through and
compliance with program-based requirements, plan enablement at the resource level,
and to manage sales lead assignments. In terms of partner enablement, this is the
primary tool that the Partner Global Services Lead (PGSL) would use in planning
resources training and program advancement with the partner. The login portal can be
accessed through the following locations: PartnerCentral.emc.com, the Partner
Central landing page at Powerlink.EMC.com > Tools/ Resources > EMC Partner Central,
or by searching for “MC Partner Central” on Salesforce.com. Reference the landing
page above for support information and a video walk-through.
In contrast to CertTracker, Partner Central is used to not only assess the progress of
individuals, but also the entire partner's status within the EMC Services program.
While CertTracker does supply Partner Central with certification and accreditation
information, CertTracker is but one of many inputs into Partner Central.
Setup
EMC Account Managers grant Super User licenses to the email addresses of
individuals whose names they will have procured without being prompted by the
partner. Super Users can then create new partner user accounts and contacts, as well
as grant Super User access to users. Those users can view and interact with the site to
perform non-administrative tasks. In contrast, contacts are static records that act as
placeholders for enabled partner resources. As the Partner Central database is related
to CertTracker and Saba, the accreditations, technological development, and
certifications of partners are updated automatically. Partner Central credentials are
not related to a partner’s Powerlink credentials.
Usage
The most critical pieces of services enablement information can be found through the
partner's profile:
EMC Confidential - Employee and Partner Use Only Knowledge Maintenance 141
◆ Services Information - a high level status of partner progress toward reaching

components of the EMC Services program (Implement, Remote Support, Onsite
Support)
◆ EMC Services Scorecard (in the Custom Links section) - a summary of progress
against program requirements in terms of revenue, trained resources, and EMC
Services tier (Affiliate, Affiliate Elite, Premier, Signature)
◆ Services Scorecard (in the Custom Links section) - lists the products that the
partner is deployed in by service type
Help
Reference the Partner Central landing page at Powerlink.EMC.com > Tools/ Resources >
EMC Partner Central for help with accessing Partner Central. Also, partners should
contact a Partner Global Services Lead (PGSL) if they have questions pertaining to
Partner Central and how it reflects services enablement.
Services Scorecard
The Services Scorecard is available to all EMC Services Partner users. It is used to
track the partner deployment status by product and service type. For example, if the
partner has not attended the associated training and passed the relevant
certifications, then the partner status in the scorecard will be marked “Not Deployed.”
See Figure 44 on page 142, where Symmetrix VMAX certification and training has
been completed which reflects a deployed status.
When Partner Central recognizes that the “Required” amount of partner resources
have achieved product certification, the “Actual” column will turn green to reflect that
the partner has satisfied the training criteria for deployment.
Figure 44 Services Scorecard
Training Levels
Table 18 Training Levels
Foundation Specialist Expert
Services Training required for Training criteria for delivery of Expert level training available on
delivery of Implementation services Implementation services is found some products provides in-depth
for the product set is found in the on the Education Services site at sizing performance, advanced
Affiliate Enablement Center (AEC) at https://education.emc.com/part/ software features, and application
https://education.emc.com/main/ post-sales/ or in the Solution integration skills
elearning/Sales/VAEC_SABA_ Provider Education Catalog
migration/2012_vaec.html
Education Services Documentation
Partner Education Catalog

As a more comprehensive point of reference, this catalog contains a wider range of
training available to partners by job roles and training paths. Also included are the
instructions for finding, purchasing, registering, and scheduling courses. Refer to
https://education.emc.com/content/_common/docs/training/Partner_Catalog.pdf.
NPI Training
EMC will provide regular updates to new product introduction, training, releases, as
and when they become available.
Maintaining EMC Services Skillsets

It is expected that partners will maintain their skillsets and competencies. This will be
tracked and reviewed with the partner. In the future, this will be tied in to program
compliance requirements. This is demanded in order to ensure that partners are
offering the most up-to-date services and solutions as EMC product lines continue to
evolve.
EMC Proven Professional Certification updates and releases are announced on the
Education Services Portal at https://education.emc.com/default_part.aspx > EMC
Proven Profession Certification > News and Updates.
Maintaining Skillsets for Entry Level Services

Currently, EMC offers training on product updates for the core Affiliate products, VNXe
and Data Domain. These modules are titled “Product Differences” and “Supplemental
Training.” They are openly distributed to partners and their completion is not
mandatory.Refer to http://powerlink.emc.com/km/appmanager/km/secureDesktop?
nfpb=true& pageLabel=image7b&internalId=0b014066805aa51c& irrt=true
Knowledge Maintenance (KM)

Overview
This initiative is a benefit of the EMC Proven Professional program with the overall
purpose of keeping members of the Proven community up-to-date on EMC products.
As EMC products change, individuals who are certified on those products receive
E-Learning modules shortly after product General Availability (GA) that train partner
resources on said changes. In April and October, individuals take online assessment
tests that are based on a “bundle” of E-Learning modules they would have received
over the last six months. Successful completion of these tests results in a Certificate
of Completion that proves that the certification or accreditation of the individual has
been maintained. These instructions are communicated to the individual by the EMC
Proven Professional Program email alias. Reference
https://educationstg.emc.com/default_part.aspx > Certification > Knowledge
Maintenance for additional overview information.
Setup
The KM bundles and online assessment tests are sent to the email addresses of
individuals that have their certifications and accreditations listed in CertTracker (refer
to “CertTracker” on page 139). Knowledge maintenance updates are sent to resources
that hold current certifications. Resource with older versions of certification do not
receive the automated KM updates.
Example of a Knowledge Maintenance (KM) Bundle

KM 7.2-2 for VNX Solutions EMCTA
https://learning.emc.com/Saba/Web/Main/goto/638747744
This KM-bundle includes the following training assets:
◆ VNX OE for File v7.1 and Block R5.32 Technical Pre-sales for STCs
◆ VNX OE for File v7.1 and Block R5.32 Hardware Enhancements
◆ VNX OE for File v7.1 and Block R5.32 Serviceability
◆ VNX OE for File v7.1 and Block R5.32 Data Protection and System Management
◆ VNX OE for File v7.1 and Block R5.32 Data Efficiency and Performance
Enhancements
◆ VNX OE for File v7.1 and Block R5.32 Virtualization Support
What’s Next
The next chapter describes the EMC Services Remote Support program. The Remote
Support program enables the partner to provide L0, and, optionally, L1 and L2
support.
CHAPTER 5
Remote Support Program
This chapter provides information on the EMC Remote Support program. The Remote
Support program enables the partner to provide L0, and, optionally, L1 and L2
support. The following topics are discussed:
◆ Support Overview........................................................................................... 148
◆ Onboarding for Onsite and Remote Support ................................................... 150
◆ Partner Training.............................................................................................. 151
◆ Partner Responsibilities ................................................................................. 152
◆ Out-of-Radius Support Implications................................................................ 156
◆ Field Change Order (FCO)................................................................................ 157
◆ EMC Support Responsibilities In Relation to the Remote Support Partner........ 158
◆ What’s Next ................................................................................................... 160
EMC Confidential - Employee and Partner Use Only Remote Support Program 147
Support Overview
Introduction
EMC Services Programs provide partners with the tools and skills to sell and deliver
the services needed to support end-to-end EMC solutions. You are encouraged to
become services-enabled on the technologies that meet your market needs and that
you are qualified to sell through your EMC Services Solution Provider agreement.
For more information, visit the EMC Services Resource Center at
http://powerlink.emc.com > Tools/Resources > EMC Business Partners > Services
Program.
Note: As a prerequisite to becoming a support partner, partners must be at the

Implement status.
◆ EMC Services Remote Support: Provides access to tools, methodologies, in-depth

training and certification, and EMC partner support offerings to provide remote
technical support for customers. The Remote Support program enables the
partner to provide Level 0, and, optionally, Level 1 and Level 2 support. For more
information, refer to “Partner Training” on page 151.
◆ EMC Services Onsite Support: Provides access to tools, methodologies, in-depth
training and certification, and EMC partner support offering to provide Onsite
support for customers needing break/fix services at their location. The Onsite
Support program enables the partner to add break-fix, upgrades, and FCO
capabilities (refer to Chapter 6, “Onsite Support Program”).
EMC Services Support Options

Figure 45 shows the currently available support offerings for the EMC Services Remote
Support and Onsite Support programs.
Support offerings are subject to product and regional availability.
Figure 45 EMC Services Support Options
EMC Confidential - Employee and Partner Use Only Support Overview 149
Onboarding for Onsite and Remote Support

Onboarding is by invitation only and is initiated by the PGSL (Partner Global Services
Lead) or Partner Relationship Manager (PRM). Partners should contact their PGSL for
details on:
◆ Nomination process
◆ Audit and assessment requirements
◆ Enablement plan, skills verification, and training and certification requirements
◆ Quality performance and requirements
Note: The Onboarding process for OEM Partners will differ from the process shown
above.
Partner Training
Level 0 (L0) Support Training
EMC defines Level 0 as a first call between the customer and the Remote Partner. The
training required at this level is only needed in order to be able to determine the basic
issue and pass the calls to the responsible party. The training is typically the pre-sales
training course for a product, which covers an overview of the product.

Level 1 training consists of specific product training and general training on searching
the EMC Knowledge base, and is normally eLearning only.

Level 2 training consists of specific product knowledge along with in-depth
troubleshooting, and normally includes instructor-led or online instructor-led training.
Deployment Letters
Product-specific deployment letters are sent to the Remote Partner when the Partner
has completed the specific requirements of the program.
EMC Confidential - Employee and Partner Use Only Partner Training 151
Partner Responsibilities
Purchasing Product
EMC Services Remote Partners purchase products through EMC's ChannelXpress
(CxP) appropriate store order processing system, either directly (Tier 1) or through an
EMC Distributor (Tier 2), making sure to correctly enter the MSA#. Orders reflect the
Remote Partner service items and automatically adjust the maintenance pricing.
Install and Implementation

EMC Services Remote Partners must be deployed as EMC Services Partner -
Implementation Partners. Services Partner - Implementation Partners install the
product, implement the product, set up remote connectivity as per the current ESRS
Partner enablement plan, and update EMC via the Partner Notification Tool (PNT),
where applicable.
Technical Support
Partners that are Remote Support enabled for a product must provide the support
services on that product as specified in this section. Partner call centers are trained
and staffed to provide first call or Level 0, Level 1, and Level 2, among other
contractual obligations, to the end user. As detailed below, this Technical Support
consists of the initial response and follow-up responses provided to end-user
requests for technical assistance:
1. Entitlement - Determine that the EMC product is supported as applicable, and
renew software and maintenance agreements
2. Information - Provide general pre-sales and post-sales EMC product information,
and answer questions about product updates
3. Triage - Determine if the issue is with the EMC hardware/software or with another
vendor's solution
4. Escalation - Create a Service Request (SR) with EMC
5. Facilitate - Act as the primary source of communication for error resolution status
reports with end users, and obtain any consents and/or approvals required from
the end user to enable EMC to provide EMC support services or otherwise perform
its obligations
6. Troubleshooting - The EMC Services Remote Partner will identify, with the end
user, the characteristics and source of the problem, and utilize the Knowledge
base available via EMC's Online Support website to attempt to resolve the Service
Request
Remote Connectivity
The EMC Services Remote Partner installs remote connectivity between the system
and EMC. Remote Connectivity consists of dial home through modems (most
products), email home (all products), or EMC Secure Remote Services (ESRS) for
Gateway, ESRS, or device clients.
The Remote Partner cannot currently install ESRS Gateway, but must work with EMC to
have ESRS Gateway installed.
The partner can install ESRS device client, working with the customer to provide the
appropriate credentials. Refer to “Partner ESRS Installation” on page 122. When EMC
receives a machine-initiated call, EMC will work the case. The Remote Partner can set
up an email address to have the Partner receive the message when EMC is notified of
an issue.
For additional details, refer to “Remote Connectivity” on page 166.
Accessing EMC Technical Support

For details, refer to “Accessing EMC Technical Support” on page 168.
Remote Partner Responsibilities

The Remote Partner 24x7 call center/help desk is staffed to provide Level 0 and,
optionally, Level 1 and Level 2 remote technical support as described in the EMC
support offerings below, and to meet the contracted requirements to their end user.
The Remote Partner is required to have trained call center staff to support the EMC
products for which they are deployed.
The Remote Partner responsibilities include:
◆ Being authorized to install and configure a remote connectivity product from the
end user to EMC consisting of email or phone/modem
◆ Collecting relevant technical error information for escalation to EMC Technical
Support
◆ Providing basic support on the standard protocols and features
EMC Confidential - Employee and Partner Use Only Partner Responsibilities 153
◆ Ensuring that the software is at current or one prior (N-1) Software Release, and
that products are installed into a supported configuration
◆ Resolving errors previously identified and addressed through documentation
available through EMC online support tools
◆ Acting as the primary source of communication for error resolution status reports
with end users, and obtaining any consents and/or approvals required from the
end user to enable EMC to provide EMC Support Services or otherwise perform its
obligations
◆ Refraining from arbitrarily changing the product settings, parameters, or
configurations recommended by EMC
◆ Ensuring that proper licenses have been obtained for all products, and that the
Remote Partner and the end user adhere to all licensing terms and conditions
EMC Support Offering Descriptions
L0 - L3 Support
Table 19 provides descriptions Level 0 - Level 3 support offerings.
Table 19 Level 0 - Level 3 Support Offering Descriptions
Support Level Description
Level 0 (L0) • Open service request for end user

• Conduct sufficient problem isolation using pre-defined script
• Escalate call to L1 for problem resolution, if necessary
Level 1 (L1) • Deliver resolution for issues with known solutions

• Provide service request status updates to End-User
• Collect and submit error information to Level 2 Technical Support, if necessary
• Provide general information and “how to” support
Level 2 (L2) • Isolate, troubleshoot and re-create issue (if necessary) to identify the source of
the issue
• Define issue resolution action plan
• Deliver advanced support on the products and the end-users environment
Level 3 (L3) • Escalation to EMC
Remote Monitoring (24x7)

◆ Provides remote connection to EMC technical support facility to monitor
equipment status (i.e. ESRS)
◆ Service requests can be opened
◆ Dispatch of EMC and/or partner resources when required
Hardware Break/Fix
◆ Deliver support required to complete a service request at equipment location
◆ Onsite defective spare parts replacement (as determined in Levels 1-3)
◆ Perform installation of field change orders
Parts Logistics
Refer to “Ordering Products Through CxP” on page 170.
Out-of-Radius Support Implications

The EMC Services Remote Partner must sell within EMC's service radius to obtain
Onsite support. The Remote Partner must deliver Onsite services or obtain Onsite
services from another company if they sell an EMC product to be installed in a
location outside of the EMC service radius. The Remote Partner must purchase spare
parts to support any system sold outside of the EMC service radius. EMC still provides
technical support and will take the call homes from the system.

EMC Confidential - Employee and Partner Use Only Field Change Order (FCO) 157
EMC Support Responsibilities In Relation to the Remote

Support Partner
EMC will provide Level 2 (optional) and Level 3 Support to the Remote Partner:
◆ Provision of 24x7 support, including remote machine access
◆ Response to service requests reported by Remote Partner authorized callers
◆ Repair of software code defects and validation of code fix prior to delivery of
validated fixes to the Remote Partner
◆ Provision of new fixes and workarounds for software product issues
◆ Verification of Level 0/1/2 support delivery by the Remote Partner (deployment
dependent)
EMC's ability to determine the appropriate corrective action may depend on importing
and exporting data.
EMC will exercise commercially-reasonable efforts to track SRs through the use of
EMC's SR tracking system. EMC will correct problems reported in the current,
unmodified release of EMC hardware and software products based on the SR priority
level.
The following may require additional EMC consultative services at then-current fees,
including, but not limited to:
◆ Writing and debugging scripts
◆ Data recovery from corrupted media
◆ Questions on performance, consulting, or extensive configuration

What’s Next
The next chapter describes the EMC Services Onsite Support program. The Onsite
Support program enables a partner with a minimum of L0 Remote Support capability
(and, optionally, L1 and L2 support capability) to add break-fix, upgrades, and FCO
capabilities.
CHAPTER 6
Onsite Support Program
This chapter describes the EMC Services Onsite Support program. The Onsite Support
program enables a partner with a minimum of L0 Remote Support capability (and,
optionally, L1 and L2 Remote Support capability) to add break-fix, upgrade, and FCO
capabilities. The following topics are discussed:
◆ Onsite Support Overview................................................................................ 162
◆ Onboarding for Onsite and Remote Support ................................................... 163
◆ Partner Training.............................................................................................. 164
◆ Onsite Support Partner Responsibilities ......................................................... 165
◆ Remote Connectivity....................................................................................... 166
◆ EMC Technical Support................................................................................... 168
◆ Ordering Products Through CxP ...................................................................... 170
◆ System Replacement...................................................................................... 182
◆ Ordering Spare Parts ...................................................................................... 183
◆ What’s Next ................................................................................................... 186
EMC Confidential - Employee and Partner Use Only Onsite Support Program 161
Onsite Support Overview

The EMC Services Onsite Support program enables partners to provide Onsite
services, such as break-fix, upgrades, and FCO activities, to the Onsite Partner's
customers.
The EMC Services programs are incremental. The Onsite Support program
prerequisites are:
1. The partner must already be an Implementation Partner. The Implementation
program enables the partner to perform installation, implementation, and remote
connectivity. Refer to Chapter 4, “Implementation Program”.
AND
2. The partner must already be a Remote Support Partner for the applicable product.
Refer to Chapter 5, “Remote Support Program”).
AND
3. The partner must provide onsite hardware
EMC Services Support Options

Refer to Figure 45 on page 149 for details on the support offerings for the EMC
Services Remote Support and Onsite Support programs.
Support Offering Descriptions

Refer to “EMC Support Offering Descriptions” on page 154 for brief descriptions of the
support offerings for the EMC Services Remote Support and Onsite Support programs.
Onboarding for Onsite and Remote Support

Onboarding is by invitation only and is initiated by the PGSL (Partner Global Services
Lead) or Partner Relationship Manager (PRM). Partners should contact their PGSL or
PRM for details on:
◆ Nomination process
◆ Audit and assessment requirements
◆ Enablement plan, skills verification, and training and certification requirements
◆ Quality performance and requirements
EMC Confidential - Employee and Partner Use Only Onboarding for Onsite and Remote Support 163
Partner Training
EMC defines Level 0 as a first call between the customer and the Onsite Partner. The
training required at this level is only needed in order to be able to determine the basic
issue and pass the calls to the responsible party. The training is typically the pre-sales
training course for a product, which covers an overview of the product.

Level 1 training consists of specific product training and general training on searching
the EMC Knowledge base, and is normally eLearning only.

Level 2 training consists of specific product knowledge along with in-depth
troubleshooting, and normally includes instructor-led or online instructor-led training.
Deployment Letters
Product-specific deployment letters are sent to the Onsite Partner when the Partner
has completed the specific requirements of the program.
Onsite Support Partner Responsibilities

◆ authorized to install and configure a remote connectivity product from the end
user to EMC or from the end user to the Onsite Partner
◆ collect relevant technical error information for escalation to EMC Technical
Support at http://support.emc.com
◆ provide basic support on the standard protocols and features
◆ resolve errors previously identified and addressed through documentation
available through EMC Web Support on EMC Powerlink
◆ act as the primary source of communication for error resolution status reports
with end users, and obtain any consents and/or approvals required from the end
user to enable EMC to provide EMC support services or otherwise perform its
obligations
Note: Refer to “Partner Training” on page 151 for definitions of L0 - L2 support.
◆ ensure that the software is at current or one prior (N-1) Software Release and that
products are installed into a supported configuration
◆ refrain from arbitrarily changing the product settings or configurations set or
recommended by EMC
◆ ensure that proper licenses have been obtained for all products, and that the
Onsite Partner and the end user adhere to all licensing terms and conditions
◆ execute the FCOs and TSEs applicable to their customer's products, as per EMC
recommendation. Refer to “Field Change Order (FCO)” on page 200 for more
information on FCOs and TSEs.
EMC Confidential - Employee and Partner Use Only Onsite Support Partner Responsibilities 165
Remote Connectivity
Via ConnectEMC
ConnectEMC is a service which runs while monitoring event files, independently of
any host application. On the Symmetrix® product, client applications also register
with ConnectEMC to set up and transfer event files for those applications.
ConnectEMC currently runs on two operating systems: Windows and Linux. It is
distributed with, and configurable for, specific EMC products. Please refer to the
product Release Notes and documentation for additional information.
Via ESRS
EMC offers an IP solution using EMC Secure Remote Services (ESRS) for connectivity
over IP only between the end user customer and EMC.
Note: Not for all Partners. Only Service Delivery (SD) and, at some point, Implement (I)
Partners can do this.
Via Email
Information can be sent directly from ConnectEMC to EMC or to the EMC Services
Onsite Partner through email (SMTP).
Figure 46 Remote Connectivity Via Email
Via Modem Support

EMC offers modem support for some, but not all products. The VNX family is
supported by modems. Event information can be sent securely through the
temporary, dedicated line provided by a modem connection from the ConnectEMC
platform directly to a corresponding modem at EMC, known as a Dial connection.
EMC Confidential - Employee and Partner Use Only Remote Connectivity 167
EMC Technical Support

Accessing EMC Technical Support
The Onsite and Remote partner can access EMC's eServices, product support content,
and worldwide technical support team:
1. by linking to the EMC.com Web page
2. by accessing EMC online
3. by calling EMC (number found on EMC.com),
http://www.emc.com/collateral/contact-us/h4165-csc-phonelist-ho.pdf
The EMC.com site, along with https://support.emc.com/, includes access to:
◆ Product documentation, including EMC Technical Advisories (ETAs)
◆ Search tool for EMC's technical and support knowledge collections
◆ White papers and discussion groups
◆ How-to videos
◆ Installation and configuration guides
◆ Software downloads and licensing (if applicable)
◆ Live Chat or Web Support Service Requests (SRs)
EMC Support Responsibilities

EMC will provide the following Level 3 support to the EMC Services Onsite Partner:
◆ Provision of 24x7 support
◆ Response to service requests reported by EMC Services Onsite Partner authorized
callers
◆ Repair of software code defects, and validation of code fix prior to delivery of
validated fixes to the EMC Services Onsite Partner
◆ Provision of new fixes and workarounds for software product issues
◆ EMC will validate the level of technical support provided by the Onsite Partner
EMC's ability to determine the appropriate corrective action may depend on importing
and exporting data. In certain situations, EMC may require EMC Services Onsite
Partner authorization to work either directly or remotely with the failed system to
export/import data and install/run diagnostic service tools. If EMC is not granted such
authorization, EMC's ability to resolve the issue may be compromised.
EMC will exercise commercially-reasonable efforts to track SRs through the use of
EMC's case tracking system. EMC will correct problems reported in the current,
unmodified release of EMC hardware and software products based on the SR priority
level.
The following may require additional EMC consultative services at then-current fees,
including but not limited to:
◆ Data recovery from corrupted media
◆ Questions on performance, consulting, or extensive configuration
◆ Failure Analysis (FA) and Root Cause Analysis (RCA)
◆ Onsite attendance by EMC Technical Support personnel
EMC Confidential - Employee and Partner Use Only EMC Technical Support 169
Ordering Products Through CxP

Overview
EMC Services Onsite Partners can purchase products and spare parts (for parts that
have models) through EMC's ChannelXpress (CxP) order processing system, either
directly (Tier 1) or through an EMC Distributor (Tier 2). Orders will reflect the EMC
Onsite Partner warranty and adjusted product pricing to support mutual roles for
delivery of service.
There are four CxP stores for Onsite Partners. The Onsite Partner should use the
relevant store.
An EMC Services Onsite Partner will be issued a unique Master Services Agreement
(MSA) number (usually in the format CSPA-xxxxxxx). This number must be entered
in each CxP order (by the Distributor or Tier 1 Partner) to designate an EMC Services
Onsite Partner as the party that will deliver ongoing maintenance services. The “EMC
to Install” and “EMC to Service” questions must be answered “No”:
“EMC to install this equipment”: No
“If not, who is performing the install (vendor name)”: <VS Onsite Partner
Name>
“EMC to service this equipment”: No
“If not, who will be providing the service (vendor name)”: <VS Onsite
Partner Name>
This information tells EMC that for onsite activities including Field Change Orders
(FCOs) and Trackable Service Events (TSEs) the partner will be performing the work
rather than EMC.
The MSA should only be used on specific orders for products that will be supported by
the EMC Services Onsite Partner. Products that will not be supported by the EMC
Services Onsite Partner must be included as a separate order in the All Solutions
store.
Spare Part Ordering

Spare parts that do not have a model associated with them cannot be ordered via CxP.
Instead, a manual purchase order is submitted to EMC with the required part number,
quantity of spares, and the ship-to address.
North American Orders

1. The EMC Services Onsite Partner works with a Sales Representative to book the
spares and create a quote for the spares
2. The EMC Services Onsite Partner submits the quote with all the parts to the
Partner Support Center (PSC) using the email addresses below for special pricing,
if necessary
3. The EMC Services Onsite Partner creates a PO based on the special pricing quote
and submits it to the PSC using the email addresses below
4. The PSC manually builds the quote and books the order based on the PO (there
should be a contract between EMC and the partner describing terms to govern all
deals)
Email Addresses
North America (NA): PSCNAOrders@emc.com
International Orders
The following process should be used for international orders:
1. The EMC Services Onsite Partner sends the list of parts (with pricing) that they
want to order to their Partner Support Center (PSC)
2. The PSC checks the order to validate pricing
3. The PSC replies to the EMC Services Onsite Partner
4. The EMC Services Onsite Partner prepares a PO, and the support/OEM team sends
the list to the Order Desk, CQC, and Pricing team. CQC configures the list in
DirectXpress (DxP), Order Desk creates an Opportunity #, and the Pricing team
approves the price. The EMC support/OEM team also creates a PO in the EMC
format.
5. Once the PO in both formats is ready, the EMC Services Onsite Partner signs
EMC's PO format and sends it back to EMC
6. The EMC Order Desk validates the received PO with the configuration in DxP and
the pricing approved from the pricing team. Once approved, the PO is sent out for
manufacturing and shipment at the same time that the SO# is created.
The spares parts lists with EMC recommendations can be found on the EMC Services
Partner Web under Partner Logistics Programs & Pricing.
EMC Confidential - Employee and Partner Use Only Ordering Products Through CxP 171
Email Addresses
Latin America (LA): PSCLA@emc.com
Europe, Middle East and Africa (EMEA): PSCEMEA@emc.com
Asia Pacific Japan (APJ): PSCAPJ@emc.com
Parts Replacement Options
Introduction
There are two processes for parts repair (EMC core and Data Domain). The EMC Core
primary parts replacement strategy is Return to Factory (RTF) and is covered under the
warranty. EMC Core offers at its discretion Parts Support, Parts Sharing, and Parts
Subscription options at an additional cost to the Onsite Partner. The Data Domain
parts replacement program is included in the Level 3 hardware maintenance contract.
Table 20 on page 173 and Table 21 on page 175 highlight the differences between
the programs for EMC Core and Data Domain.
EMC Core Parts Replacement

The Return to Factory (RTF), Parts Support, Parts Sharing, and Parts Subscription
processes are described in the EMC GSP Logistics Programs document available on
the EMC Services Partner Web (refer to Figure 49 on page 180).
Refer to Table 20 on page 173 for details on the Core parts replacement options.
Table 20 Core Parts Replacement Options
Return to Factory
Program Attributes (RTF) Parts Subscription1 Parts Sharing Parts Support
Service Description Onsite Partner can Onsite Partner can Onsite Partner can Onsite Partner can
exchange failed parts exchange failed parts exchange failed parts exchange failed parts
for replacement parts for replacement parts for replacement parts for replacement parts
in warranty and out through EMC logistics through the EMC through the EMC
of warranty network existing logistics existing logistics
PAWS Returns - failed network. network.
parts are returned Local provisioning Local provisioning
through EMC USA and parts and parts
(APEX) and EMC management Management
Ireland (CORK) activities are not activities are
1-2-3 Process - failed included. included.
parts are returned
through the logistics
process to either the
Cork or Franklin
facilities
Warranty Terms Standard Parts Standard System Parts found to be Parts found to be
warranty as defined warranty as defined DOA within 30 days DOA within 30 days
by EMC. by EMC contract of shipment will be of shipment will be
PAWS Products - replaced at no charge replaced
Replacement parts
inherit the remaining
warranty of the
defective part
1-2-3 Process -
Warranty is at the TLA
level; the warranty of
the parts within the
TLA are co-terminus.
Post-Warranty Onsite Partner billed Not applicable Not applicable Not applicable
repair fees for Out of
Warranty material
Products Supported PAWS Process - All product families Clariion, Unified and Clariion, Unified and
Clariion, Unified, and except the AX100 Common families. Common families.
Common families and AX150 product Other product Other product
1-2-3 Process - All line families reviewed on families reviewed on
products case-by-case basis. case-by-case basis.
Table 20 Core Parts Replacement Options (continued)
Return to Factory
Partner Required to Onsite Partner must Onsite Partner Onsite Partner Onsite Partner
Buy Inventory purchase parts to should purchase should purchase should purchase
meet customer SLAs parts to meet parts to meet parts when EMC's
customer SLAs customer SLAs SLO does not match
customer SLAs
Advanced PAWS Process - Parts Part is shipped within Not applicable Not applicable
Replacement ship within two (2) 48 hours. Advanced
business days. Replacement cost is
Advanced $2500.00.
replacement cost is
$350.00
1-2-3 Process - Part is
shipped within 48
hours. Advanced
replacement cost is
$2500.00.
Non-Returned Parts Billed at EMC list Billed at EMC list Billed at EMC list Billed at EMC list
price if parts are not price if parts are not price if parts are not price if parts are not
returned within 30 returned within 30 returned within 30 returned within 30
days of date of days of date of days of date of days of date of
request request request request
Non-Defective Parts 15% restocking fee 15% restocking fee Not applicable Not applicable
applies applied. Fee is not
PAWS Process - Not currently accessed,
applicable but EMC has the
1-2-3 Process - Fee is contractual right to
not currently charge.
accessed, but EMC
has the contractual
right to charge
Program Cost PAWS Process - 10% of the MMC $1700 USD/part 4% of the sales
Advance (Monthly pulled (ASIAPAC- 2%)
Replacement fee. Maintenance transaction list price
Failure Analysis fee. Charge). 30% of MMC as set forth on the
1-2-3 Process - in EMEA. purchase order.
Advance There is no charge to
Replacement fee the partner for VNXe.
Table 20 Core Parts Replacement Options (continued)
Return to Factory
Program PAWS Process - High Onsite Partners who Onsite Partners who Onsite Partners with
Use/Suitability volume sales do not want to track require a backup to installations located
partners, where warranty at the part existing in low density/low
partner has an level, but do need to infrastructure or to volume areas who
inventory of spare supplement their the Return to Factory wish to forgo an
parts to support spare parts inventory program initial investment in
customer inventory. New
1-2-3 Process - High partners or partners
volume sales entering a new
partners, where market where the
partner has an purchase of a spare
inventory of spare parts inventory is not
parts to support feasible.
customer with a 4
hour SLA
Process Methodology PAWS Process - Open Service Open Service Open PRU Service
Online request tool Request with Tech Request with Tech Request with Tech
available Support Support Support (refer to
1-2-3 Process - Email Parts Support
Process on EMC
Services Partner
Web)
1.No Parts Subscription options in APJ.
EMC Data Domain Parts Replacement

Refer to Table 21 for details on the Data Domain parts replacement options.
Table 21 Data Domain Parts Replacement Options
Level 3 HW Support/ Advanced

Program Attributes Exchange Parts Support
Service Description Onsite Partner can exchange failed Onsite Partner can receive
parts for replacement parts during replacement parts during
the maintenance period (Data maintenance period if within EMC's
Domain has no warranty period). Logistics Network. Local provisioning
Advanced exchange is included in and Parts Management activities are
the program. included. (Next Business Day (NBD)
only)
Warranty Terms Not applicable Not applicable
Post-Warranty Fees Not applicable Not applicable
Table 21 Data Domain Parts Replacement Options (continued)
Level 3 HW Support/ Advanced

Program Attributes Exchange Parts Support
Products Supported Data Domain Data Domain
Partner Required to Buy Inventory Onsite Partner must purchase parts Onsite Partner must purchase parts
to meet customer SLAs to meet customer SLAs that cannot
be met by this program
Shipment of Replacement Parts Replacement parts are processed for Replacement parts are delivered to
shipment Next Business Day (NBD). the address specified by the partner
with NBD delivery
Advanced Replacement Included with program Included with program
Non-Returned Parts Billed at EMC list price if parts are not Billed at EMC list price if parts are not
returned within 30 days of date of returned within 30 days of date of
request request
Non-Defective Parts 15% restocking fee applies 15% restocking fee applies
Program Cost Part of L3 HW price 10% off the transfer
Program Use/Suitability Onsite Partners, where Onsite Partner Onsite Partners (within EMC's
has an inventory of spare parts to Logistic Network) with installations
support customer located in low density/low volume
areas who wish to forgo an initial
investment in inventory
Process Methodology Open SR via voice/web with Tech Open SR via voice/web with Tech
Support Support
Return to Factory (RTF)

EMC's Return to Factory (RTF) for defective parts provides warranty and post-warranty
repair and replacement for EMC Services Onsite Partners. The partner sends the
defective part to EMC, and if under warranty then no invoice is created. EMC will then
send a replacement part back to the partner within 30 days of receiving the defective
part. The partner has the option to purchase spare parts or leverage one of EMC's
parts programs. By purchasing spare parts, the partner has a replacement part
available while waiting for a good part to arrive.
The parts are processed by EMC in two ways depending on the platform:
◆ CLARiiON and Unified products are processed through EMC's Product Assurance
Warranty System (PAWS) and are invoiced based on warranty status. All other
products (excluding Data Domain) are processed through EMC's 123 logistics
process.
Note: The PAWS process is limited to In-Radius Partners.
The registration process for PAWS support starts with the partner providing the
required information to their PGSL. The EMC Services Onsite Partner provides the
official name of their company along with a CS Site name to their PGSL. The partner
provides the following information to the EMC PGSL:
1. Ship-to address for the replacement parts, including address, city, state/province,
postal code, and country
2. Ship-to contact name and contact phone number
3. Bill-to information, including address, city, state/province, postal code, and
country
4. Bill-to contact name and contact phone number
The PGSL provides the EMC Services Onsite Partner with their PAWS ID and password.
The PAWS system access is found on EMC Service Partner Web. The EMC Services
Onsite Partner signs into the PAWS system.
Figure 47 PAWS Login
There is no registration process required for the EMC 123 logistics process. All EMC
products are supported by the EMC 123 process. The EMC 123 process is more
manual for both EMC and the EMC Services Onsite Partner.
For the 123 process, the partner contacts EMC Logistics at LOGSBPINT@EMC.COM to
obtain a Return Material Authorization (RMA) number. The partner provides the serial
number of the system. The system warranty status is checked, and, if under warranty,
there is no charge for a replacement part. The PAWS system does the RMA
automatically. The failed part is then sent to the designated EMC manufacturing
service facility at the partner's expense. The replacement part is sent to the partner at
EMC's expense. For overnight shipments outside of the United States, EMC is
committed to ship to the country's customs agency. The partner must use
EMC-provided shipping containers and be in conformance with good shipping
practices.
The PAWS and the 123 process are not used for full system replacement. Partners use
the Mechanical Replacement process for full system replacement when needed.
The EMC Service Partner Web contains lists of spare parts for each platform, along
with their purchase price (not including partner discount) and repair price when a part
is out of warranty. There is a visual FRU list located in the CLARiiON section that shows
where the part serial number is located. The PAWS system checks the warranty of the
specific serial number by first selecting the “Check warranty expiration of serial
numbers” button, then selecting the “order replacement parts” button, and finally by
entering the FRU serial number to obtain the RMA number.
PAWS does allow advanced replacement by choosing “expedite” when placing the
order. A purchase order is required to process these requests, as there is an
additional charge for this service. In addition, the PAWS system can be used to
request a Failure Analysis (FA) of a part. There is an additional fee for the FA request.
Figure 48 PAWS Interface
All of the parts programs are documented on EMC Services Partner Web
Figure 49 EMC Services Partner Web
Partner Onsite Support Tool Requirements

EMC Services Onsite Support Partner tool requirements include:
◆ Notebook PC with DVD and a minimum of Windows XP (field-related tool)
◆ Basic tools, including screwdrivers (field-related tools)
◆ Remote monitoring capabilities (for example, WebEx)
Also, partners should validate cable requirements with Procedure Generator or a
product support bulletin before going onsite.

System Replacement
These processes are not used for full system replacements. For mechanical
replacements, a DOA/ELF/Mechanical Replacement Request Form (MRRF) should be
submitted to the appropriate Support Manager.
◆ Requests for domestic mechanical replacements within North America should be
forwarded to LogisticsOnCall-USA@emc.com.
◆ Requests for international mechanical replacements should be forwarded to
LogisticsPlanningCork@emc.com.
Ordering Spare Parts

Order Preparation
The partner should review the Spares by Model spreadsheet to consider EMC's
recommendation by family for purchasing logistics stock. The Spares by Model
spreadsheet, found on EMC Services Partner Web, includes part numbers,
descriptions, recommended quantities, pricing and customs information. Also posted
to EMC Services Partner Web is the EMC FRU Price List, which contains all EMC FRU
part numbers and their pricing. Whenever the Spares by Model pricing does not
match the EMC FRU Price List pricing then the EMC FRU Price List is correct.
Refer to http://www.emc.com/partnerships/resources.htm > Access Service &
Support Resources > EMC Services Partner Web > Partner Logistics Programs & Pricing >
and then move down to the bottom where the Spares by Model are listed.
Spare Parts As a Model

In order to ensure readiness while waiting for replacement parts to be shipped by
EMC, partners have the option to purchase inventories of spare parts, that have
model numbers, using the ChannelXpress “EMC SPARES MODELS” store.
Spare Parts as a Part Number

EMC spares that do not have a model must be ordered manually. A manual purchase
order is submitted to EMC with the required part number, quantity of spares, and the
ship-to address.
North American Orders

The following process should be used for North American orders:
1. The EMC Services Onsite Partner works with a Sales Representative to book the
spares and create a quote for the spares
2. The EMC Services Onsite Partner submits the quote with all the parts to the
Partner Support Center (PSC) using the email addresses below for special pricing,
if necessary
3. The EMC Services Onsite Partner creates a PO based on the special pricing quote
and submits it to the PSC using the email addresses below
EMC Confidential - Employee and Partner Use Only Ordering Spare Parts 183
4. The PSC manually builds the quote and books the order based on the PO (there
should be a contract between EMC and the partner describing terms to govern all
deals)
Email Address
North America (NA): PSCNAOrders@emc.com
International Orders
The following process should be used for international orders:
1. The EMC Services Onsite Partner sends the list of parts (with pricing) that they
want to order to their EMC support/OEM sales team
2. The EMC support/OEM sales team checks the order to validate pricing
3. The EMC support/OEM sales team replies to the EMC Services Onsite Partner
4. The EMC Services Onsite Partner prepares a PO, and the support/OEM team sends
the list to the Order Desk, CQC, and Pricing team. CQC configures the list in
DirectXpress (DxP), Order Desk creates an Opportunity #, and the Pricing team
approves the price. The EMC support/OEM team also creates a PO in the EMC
format.
5. Once the PO in both formats is ready, the EMC Services Onsite Partner signs
EMC's PO format and sends it back to EMC
6. The EMC Order Desk validates the received PO with the configuration in DxP and
the pricing approved from the pricing team. Once approved, the PO is sent out for
manufacturing and shipment at the same time that the SO# is created.
Email Addresses
Latin America (LA): PSCLA@emc.com
Europe, Middle East and Africa (EMEA): PSCEMEA@emc.com
Asia Pacific Japan (APJ): PSCAPJ@emc.com

What’s Next
The next chapter provides information on partner support.
CHAPTER 7
Partner Support
This chapter provides detailed information on partner support. The following topics
are discussed:
◆ EMC Online Support....................................................................................... 188
◆ Partner Support Center (PSC).......................................................................... 189
◆ Partner Responsibilities ................................................................................. 191
◆ EMC Customer Support Guide ........................................................................ 192
◆ EMC Technical Support Responsibilities ......................................................... 193
◆ Engaging EMC Technical Support.................................................................... 194
◆ Product Support Service Lifecycle................................................................... 198
◆ Hardware Issues ............................................................................................ 203
◆ Product Advisories ......................................................................................... 206
◆ Support Communities on ECN......................................................................... 207
◆ Multi-Vendor Support ..................................................................................... 208
◆ What’s Next ................................................................................................... 209
EMC Confidential - Employee and Partner Use Only Partner Support 187
Partner Support
EMC Online Support

Support.emc.com is the central location where partners can find the answers to their
technical questions, and take the initial steps to resolve issues related to the support
of EMC products. The “Tips and Hints” section on the main page contains detailed
information on how to navigate the site and what content to expect in each area.
The online support site is a redesign of Powerlink's support features that streamlines
product- and task-focused support. Users who have registered with Powerlink can
access the online support site in accordance with single sign-on.
The “Site Help & Feedback” page is available for usage and access assistance, but is
not meant for the opening of Service Requests (SRs).
Partner Support
Partner Support Center (PSC)

The Partner Support Center (PSC) is integrated with EMC sales organizations in order
to provide a central point of reference for partners throughout the sales life-cycle. For
a thorough explanation of the PSC and its functions, go to http://powerlink.emc.com >
Tools/Resources > EMC Partner Central.
The main roles of the PSC are:
◆ Deal registration
◆ Sales assistance
◆ Pricing/quote and configuration support
◆ Partner Central (PRM) support
◆ Post-sales support (channel sales ops)
EMC Confidential - Employee and Partner Use Only Partner Support Center (PSC) 189
Partner Support
Table 22 Partner Support Center (PSC) Points of Contact
Central point of access to EMC pricing, sales, services, engineering, and product management resources.
The phone lines listed below comprise the Partner Support Line (PSL).
North America:PSCNA@EMC.com (1-877-898-6225)

Latin America: PSCLA@emc.com
EMEA: PSCEMEA@EMC.com
APJ: PSC-APJ@EMC.com
Australia: 1800 012650
China North: 10800 8521602
China South: 10800 1521602
Hong Kong: 30714673
India: 000 800 4401439, or 000117 - 888 649 0604
Indonesia: 001 803 447425
Japan: 03 576 79322
Japan (toll free): 0120 576797
Malaysia: 1800 880219
New Zealand: 0508 555620
Philippines: 27926006
Philippines (toll free): 1800 14410357
Singapore: 1800 6221160
South Korea: 080 7400880
Taiwan: 0800 666235
Thailand: 00 1800 4415530
Vietnam: (12010288) 888 2752518
VAR application process (also includes access to Pre-sales technical/ product specific questions:
Powerlink, Channel Express, and Partner Central): PreSalesSupportCenter@emc.com
NA_VAR_Application@emc.com
PSC_EMEA_Contract_Management@emc.com
(also handles contract management)
Ordering: Deal Registration:

PSCNAOrders@emc.com OppRegistration@emc.com
ChannelExpressSupport@emc.com PSCemeaDEALregistration@emc.com
US: (1-877-898-6225) option 1
EMEA: (Toll) +353-21-4281975
EMEA: (Toll Free) +800-475-82323
ChannelSalesOp@emc.com
Configurations and application usage
Partner Support
Partner Responsibilities
Supportable Configurations
Partners are expected to sell supported configurations. Supported configurations can
be found in EMC's E-Lab Interoperability Navigator (refer to “E-Lab Interoperability
Navigator + Configuration Guides” on page 243). If a partner installs an unsupported
configuration, then the partner will be responsible for problem identification and
isolation within the entire product environment. EMC will provide best-effort support
if/ when the partner isolates the fault of the EMC product. For information on placing
an order with a custom configuration, refer to “EMC Custom Service Offerings” on
page 39.
Knowledge Base (KB)

Partners who perform troubleshooting utilize EMC's database of problems and
solutions.
The Knowledge base is searchable as an aspect of the Online Support search function
at Support.emc.com /search > scope by resource (drop down menu) > Knowledgebase.
As an alternative means of distribution, partners who subscribe to EMC Technical
Advisories (ETA) for a given product receive email notifications of new EMC Knowledge
base cases for that product. Refer to “EMC Technical Advisories (ETA)” on page 206 for
information on ETA subscription.
Partner Support
EMC Customer Support Guide

This guide will help our customers understand EMC support processes and make the
most of the extensive support resources and tools available.
Reference the EMC Customer Support Guide, Section 3.5, for information about which
tasks are considered customer-performed.
Partner Support
EMC Technical Support Responsibilities

EMC provides technical support to the partner and customer as follows:
◆ Provides 24x7 support to the partner
◆ Responds to inquiries, also known as Service Requests (SRs), reported by
authorized callers
◆ Identifies software code defects and verifies the code fix prior to delivery of
validated fix
◆ Provides new fixes and workarounds for software product issues
◆ Tracks Service Requests (SRs), in a commercially reasonable manner, using EMC's
case tracking system
◆ Based on the Service Request (SR) priority level, EMC will correct problems
reported in the current, unmodified release of EMC hardware and software
products
In order to provide the support services listed above, EMC may require partner
authorization to work either directly or remotely with the failed system in order to
export/import data and run diagnostic service tools. If EMC is not granted such
authorization, effectiveness in problem resolution may be compromised.
EMC consultative services may be required to resolve issues, at current rate,
including, but not limited to, the following:
◆ Recovering data from corrupted media
◆ Working with product bugs in unsupported releases (extended support)
◆ Answering questions on performance, consulting, or extensive configuration
EMC Confidential - Employee and Partner Use Only EMC Technical Support Responsibilities 193
Partner Support
Engaging EMC Technical Support

During the warranty or maintenance support period, technical support is available
from EMC on EMC products with qualified configurations. Each inquiry made by the
partner is given a Service Request (SR) number, which is used to track that inquiry
throughout the resolution process.
Service Request Severity Levels and Response Times

The EMC Support Center works with the partner to assign each Service Request a
severity level in order to prioritize responses. Severity levels are assigned according to
the criteria in Table 23 and Table 24 on page 194.
Table 23 Severity Level Response Times
Severity Level Global Technical Support Delivery of Parts
Sev 1: Critical 1 hour (24x7) Next Business Day
Sev 2: High 3 hours (24x7) Next Business Day
Sev 3: Medium 4 hours (9x5) N/A
Sev 4: Request 10 hours (9x5) N/A
Sev 1: Critical • Production data corruption (data loss/data

Severe problem preventing customer or workgroup from unavailable)
performing critical business functions • Production system crash or hang
• Production system severely impacted, such as severe
performance degradation
• Production system and/or data is at high risk or
• Production system workaround is required
immediately
• Onsite performing implementation/installation;
time-critical production cut-over impacted
Partner Support
Sev 2: High • Onsite performing implementation/installation;

Customer or workgroup able to perform job function, but production cut-over not impacted
performance of job function severely degraded or limited • Non-production data corruption (data loss/data
unavailable)
• Non-production system crash or hang
• Non-production system and/or data is at high risk or
• Non-production system workaround required
immediately
• Development system(s) is inoperative
Sev 3: Medium • Production or development system has encountered a

Customer or workgroup performance of job function is non-critical problem or defect and/or questions have
largely unaffected arisen on product use
Sev 4: Request • No customer business impact

Minimal system impact; includes features requests and • Request for enhancements
other non-critical items
Prerequisites to Creating a Service Request (SR)

Upon acceptance into the EMC Services program, a partner is issued a unique support
identification number (Site ID). This number is required when opening a Service
Request (SR).
A partner must adhere to the following problem resolution steps before opening an
SR:
◆ Define the question/problem
◆ Gather background and diagnostic information
Opening a Service Request (SR) with EMC Tech Support

Requests for support services from EMC Tech Support can be initiated using the
following methods (listed in the preferred order):
1. Live Chat - Engage in online conversations with support resources at
Support.emc.com > Service Center > Live Chat. Watch the Live Chat introductory
video at Support.emc.com > Live Chat Video. Live Chat should not be used for
Severity 1 issues.
EMC Confidential - Employee and Partner Use Only Engaging EMC Technical Support 195
Partner Support
2. Web Support - Post specific log files, error code, or specific configuration details
that may assist in diagnosing a critical issue Knowledge base (KB). To create a
Service Request go to https://support.emc.com/servicecenter/createSR/.
3. EMC Call Center - Call the numbers provided in “Telephone Points of Contact” on
page 196.
Note: A machine can also open the SR, if remote connectivity is enabled.
Reference the EMC Customer Support Guide, Section 6, for information on how to
create an SR and the subsequent processes associated with resolving the SR.
Telephone Points of Contact

Global phone numbers for reaching the EMC Support line can be found in the
following locations:
◆ EMC Customer Support Centers:
Powerlink.emc.com > Support > Contact EMC
Contains country-specific EMC Support phone numbers.
◆ EMC Customer Support Guide:
EMC Customer Support Guide
Also includes numbers for licensing or Install Base management issues related
to EMC content management, archiving, and Backup and Recovery Software.
◆ EMC.com
http://www.emc.com/contact-us/contact-us.esp > Support
Also includes numbers for Data Domain specific support.
Confirmation of a Service Request (SR)

Once the support entitlement is confirmed, EMC will log pertinent case information
and assign action to the appropriate support team. If the Service Request (SR) is
opened by phone, the SR number is provided by the CST at that time. If the SR is
opened online, it is displayed and emailed to the case originator once the SR is
opened.
Partner Support
Managing a Service Request (SR)

SRs can be tracked using the EMC Support App. The App is currently available for iOS
devices and is in development for Android devices. To learn more about the App, its
download location, and the EMC Services Mobility Forum, visit the following URL:
http://www.emc.com/apps/support-mobile.htm
There is a FAQ document about the App on the forum. Direct questions about the App
to Support@emc.com.
Escalating a Service Request (SR)

The first priority for any escalated event is to ensure a service request has been
opened:
1. Provide the SR number
2. First point of escalation - Ask to be transferred to the Workflow Manager of the
product group experiencing the issue
3. Second point of escalation - Ask to be transferred to the Workflow Manager’s
Product Manager
4. Final point of escalation - Ask to be transferred to the Customer Support Manager
(CSM) on duty in the lab 24x7
Work the issue with the Tech Support engineer and set appropriate expectations and
specific communication time frames to ensure timely resolution. Be sure to provide
detailed symptoms/issues and also request to be live-transferred to the next
available engineer.
In situations where a partner is unable to re-connect to an engineer to continue
working on an issue, or if the issue remains a problem, contact Tech Support to raise
the severity of the issue. In regards to Table 23 on page 194, if the “Response Time” is
exceeded, escalate the issue. Reference the EMC Customer Support Guide, Section 6,
for information on how to escalate an SR.
EMC Confidential - Employee and Partner Use Only Engaging EMC Technical Support 197
Partner Support
Product Support Service Lifecycle

Reference the EMC Customer Support Guide, Section 3.6, for summary information:
◆ Product support availability
◆ The implications that product life-cycles have on primary support and extended
support
◆ End-of-service-life notification
On Powerlink
The “Interoperability and Product Lifecycle Information” landing page at
Powerlink.emc.com > Support > Interoperability and Product Lifecycle Information,
exhibits which EMC products are currently supported, and which third-party
technologies are validated and approved for configuration and installation with EMC
products.
Of particular importance is the “Release and End of Life Dates” page at
Powerlink.emc.com > Support > Interoperability and Product Lifecycle Information.
This page contains documentation about EMC product releases, End-of-Life (EOL)
announcements, and End-of-Primary Support (EOPS) announcements. From here,
partners can subscribe to End-of-Service Life Notifications for EMC firmware releases,
EMC Hardware Releases, EMC Software Releases, and specific technology releases,
using the page's “Alert Me” icon:
On EMC Services Partner Web

The “Product Life Cycle Information” page at http://www.emc.com/partnerships/
resources.htm > Access Service & Support Resources > EMC Services Partner Web >
Product Life Cycle Information, holds additional life-cycle information including:
◆ Customer Notification Letter - listing of life-cycle changes sent to customers
Within the product pages (located at the top of the Services Partner Web home
screen), are the Product Support Bulletins (PSBs). The PSBs describe the steps a
partner should take to ensure readiness for life-cycle upgrades and new releases.
Common topics include:
◆ new feature overview
Partner Support
◆ training
◆ installation/upgrade
◆ support
◆ warranty
◆ reference documentation
EMC Confidential - Employee and Partner Use Only Product Support Service Lifecycle 199
Partner Support

When EMC determines that there is an issue with either hardware/firmware or
software installed at customer sites, or with spare parts in partner inventories, EMC
distributes a Field Change Order (FCO).
FCOs are the responsibility of the Support Partner. The FCO communicates the
identified issue and the corrective action required of the partner. EMC provides the
partner with the software releases needed to correct system issues.
The parts required to complete an FCO must be purchased from EMC by the partner.
EMC will zero out the purchase order via a credit note once the defective parts are
returned. However, there are exceptions where EMC will provide the parts at no
charge.
FCOs will only impact the partner when they are installing systems or when they are
servicing a system out of EMC's support radius.
FCO Distribution
Each FCO that impacts a partner is posted to the EMC Services Partner Web and then
under Product Life Cycle Information. FCO documentation is typically available in the
product procedure generator.
When an FCO is issued for an EMC Services Affiliate product, the Partner Management
Office (PMO) notifies the partners enabled to provide services on that product. An
email is sent to the contacts listed in the Partner Database.
When an FCO is issued for an EMC Services product, the EMC Global Services - Partner
Lifecycle Program Manager notifies, via email, the partners enabled to provide
services on that product. An email is sent to the contacts listed in the Partner
Database, and the related GSLs are copied.
The format of an FCO is Fmmddyyzz (for example, F021110FO)
◆ F is for FCO (versus T for Trackable Service Event; see “Trackable Service Event
(TSE)” on page 202)
◆ The first pair of digits (mm) is the month the FCO number is taken out
◆ The second pair of digits is the day (dd) the FCO number is taken out
◆ The third pair of digits (yy) is the year the FCO is taken out
◆ (zz) can be FO, FC, or RO
Partner Support
• FO stands for FCO Other, including code upgrades

• FC stands for customer parts, as in parts swap
• RO is a code upgrade which is Remote Customer Managed (RCM) eligible,
where the Service Request is dispatched to the field, but they can call upon
the EMC RCM group to perform the upgrade
Customer Affected List (CAL)

The CAL pertains to customers who have system serial numbers that are impacted by
the FCO. This information includes system serial number, part serial number, code
level, status (installed, shipped, reseller maintained), provider of service, install-at
and bill-to addresses, description of product, etc. EMC sends a custom CAL to each
Onsite Support Partner, which contains information specific to that partner's
customer base.
Software FCO
When there is a problem in the software of an implemented system that an updated
version of the software fixes, a software FCO is issued. Most of these FCOs are related
to issues of security, data unavailability/loss, or code errors that cause high numbers
of escalations.
EMC does not track the specific versions of operating system (for example, FLARE,
DART, and Operating Environment) code of Onsite Support Partners’ systems. In most
cases, EMC will know that the partner is supporting a specific platform, but not what
code is being run on their platform. EMC will provide an Onsite Support Partner with
software releases needed to correct software issues.
Spare Parts FCO

When there is a problem with spare parts in existing partner inventories, a spare parts
FCO is issued. Partners' logistics managers who have used PAWS to return impacted
parts in the past are notified, via email, that an FCO on that part has been issued. If
the partner has not returned the impacted part in the past, then they must rely on the
spares FCO updates posted to EMC Services Partner Web.
Partner Support
Hardware System FCO

EMC creates a Customer Affected List (CAL) for hardware FCOs. The CAL indicates that
the system is being serviced by the EMC Services Partner if the partner is supporting
systems outside of EMC service network, or they are an Onsite Support Partner. The
FCO master along with a specific CAL is sent to the partner contact listed in the EMC
Partner database.
The partner obtains new material via a purchase order from EMC. EMC sends the new
material to the partner. A Return Material Authorization (RMA) is requested from
LOGSBPINT@EMC.COM, and the RMA is sent to the partner. The partner sends the
suspect material back to EMC. Once EMC confirms receipt of the suspect material, a
credit memo is issued, which zero's out the purchase order.
It is the partner's responsibility to implement/install such FCOs with a partner's
customers when out of EMC's network, or Onsite Support Partners, at no charge to
EMC. Failure to implement such FCOs may result in reduced system performance
and/or limited ability by EMC to deliver quality support.
Trackable Service Event (TSE)

Trackable Service Events (TSEs) are most commonly issued to address software
upgrades and connectivity issues. They represent corrective actions that EMC takes in
order to preserve the software and systems of its own customer base. It is the
responsibility of the partner to complete TSEs impacting the customers that they
service at no charge to EMC.
TSEs are posted to the EMC Services Partner Web at
https://community.emc.com/community/partner/services-partner > Product Life
Cycle > EMC Partner Field Change Orders (FCO) > EMC Partner Field Change Orders
(FCO) & Trackable Service Events (TSE).
The format of a TSE is Tmmddyyab, where:
The first pair of digits (mm) is the month that the FCO number is taken out
The second pair of digits is the day (dd) that the FCO number is taken out
The third pair of digits (yy) is the year that the FCO is taken out
a = F (Field TSE), R (EMC only), or E (EMC only)
b = E (ETA), O (Other, Code), or C (Parts)
For information on Product Advisories, refer to “Product Advisories” on page 206.
Partner Support
Hardware Issues
Missing, Wrong, Damaged (MWD)
EMC has a worldwide application and process in place that is a single point of contact
for reporting post-shipment missing, wrong, or damaged issues during the delivery
inspection and prior to powering up the product.
Reference the “Report Shipment Issues (Missing, Wrong, Damaged)” landing page for
descriptions, phone/ email contacts, and related links at Powerlink.emc.com > Tools/
Resources > Report Shipment Issues.
The “Missing, Wrong, Damaged Complaint Capture (MWDCC) Database,” also known
as the MWDCC Application, is where MWD incidents are created and managed (refer
to https://emcmwd.emc.com/default.asp). Also included on the main page of the
application are contacts for MWD order shipment/ tracking issues.
Reference the “EMC Definitions and Process Flow for Reporting Missing, Wrong, and
Damaged (Shipment) Issues” document for a comprehensive walk-through of
processes and policies associated with the MWDCC application (refer to
Powerlink.emc.com > Tools/ Resources > Report Shipment Issues > (document at
bottom of Web page)).
Returning Missing, Wrong, Damaged Parts to EMC

◆ Repackage defective or bad parts in their original container/package, using the
original packing material
◆ Keep new/wrong parts in the original box—do not break the seal
◆ Complete the UPS Authorized Return Service (ARS) form, failure tag, and defective
return label provided in the parts support package
◆ Attach the EMC failure tag to the part and return it to EMC
Dead-on-Arrival (DOA)
This situation pertains to either a part or a replacement part that fails to function at
the time of initial power up. Partners can either utilize a part from their stock or obtain
a part from EMC before sending back the defective part. The defective part should be
marked as DOA on the tag that ships with the replacement. The tag should also
contain as much information about the failure as available to enable EMC in analyzing
the part.
EMC Confidential - Employee and Partner Use Only Hardware Issues 203
Partner Support
Reference the “Report Shipment Issues” landing page at Powerlink.emc.com > Tools/
Resources > Report Shipment Issues for the phone and email contacts for functional
failures.
EMC will ship a replacement part to the partner within 48 hours after receipt of the
request. If EMC does not receive the defective part at the location designated by EMC
within 30 days, the partner will be invoiced by EMC at the then-current list price for the
replacement part.
Reference “Process a Part Return; Customer-Replaceable Part Return” at
Support.emc.com > Service Center > Process a Part Return for logistics instructions.
Failure Analysis (FA)

EMC performs this analysis on returned products in order to determine what caused
the products to fail. FA can be requested via PAWS (Product Assurance Warranty
System), for returning CLARiiON and Unified parts, by selecting the FA check box
option. EMC Technical Support must be contacted for FA on other products. An FA
request must be completed for each part that requires failure analysis. The following
pieces of information must be submitted with an FA:
◆ part number
◆ serial number
◆ RMA number
◆ ship date
◆ sales order
◆ waybill/ shipment tracking ID
◆ symptoms and error codes/messages
Partner Support
After successfully creating the FA request, return the part to EMC Logistics following
directions in Table 25.
Table 25 FA Request Returns
Returns from US, Canada, and Mexico All Other Returns
FedEx can be used for faster service or the return label Place Priority FA stickers on the boxes.
provided with the FRU can be used. Bring the parts to the nearest DHL Station and request
Place the priority FA stickers on the boxes. the part be shipped via express service, quoting the
The parts MUST be sent to EMC Logistics at this address: account number 969000165 (no other account number
EMC Corporation should be used).
111 Constitution Blvd Parts should be sent directly to Cork, not to a Logistics
hub, at:
Franklin, MA 02038 USA
EMC CS Logistics
Attn: Bob Pontes, Tel 508-435-1000
C/O WiseTek Solutions Ltd.
Unit 19, O'Connell Warehousing,
Glanmire, Co.Cork Ireland.
Attn: Jim McCarthy, Tel: ++353 21 4556945
Mechanical Replacement (MR)

An MR is required only after all known solutions have been exhausted and the
applicable escalation procedures are followed, including escalations to the CSM
organization. Only parts that have an EMC part number are covered by this policy and
will be replaced by EMC Logistics.
Engage tech support to receive MR FormF0431to initiate the MR request. Form F0431
is updated periodically, and the latest form must be used when requesting an MR.
Once the partner returns the completed form, Tech Support must approve it before
forwarding the form to EMC Logistics. Logistics will post and release the order to
manufacturing for immediate priority shipment using the information provided in the
form.
EMC Confidential - Employee and Partner Use Only Hardware Issues 205
Partner Support
Product Advisories
Product advisories are subscribed to and managed through Support.emc.com >
Preferences > Subscriptions & Alerts > Product Advisories. Product advisories are
distributed to customers and/or partners. Situations may arise where partners receive
this information, but customers do not.
EMC Technical Advisories (ETA)

An EMC Technical Advisory (ETA), or Product Alert, pertains to hardware or software
issues that may cause significant negative impacts to production environments. To
reduce the impact to our customer base, EMC's technical support organization
proactively publishes this information. This includes both content-management
software and storage-management software. The document “All EMC Products Current
Year - Customer ETA List” is a running list of all ETAs created across all products.
EMC Security Advisories (ESA)

An EMC Security Advisory (ESA) contains information about security issues that
directly affect EMC and RSA products, as well as the actions that should be taken to
address the issue.
Partner Support
Support Communities on ECN

There are numerous forums within the Support Community (refer to
Community.emc.com > Support) that exist to provide a platform for guidance and
group-think in regards to EMC products and support related tasks. These forums are
some of the most active and frequently monitored on the EMC Community Network.
Most of these sub-communities are product-specific, and, as such, are good places to
discover tips and highlighted discussions for the products that partners are enabled
to service.
Ask the Expert Community

During EMC Ask the Expert events, subject matter experts engage in discussions with
community members about specific EMC product and solution topics. The
discussions are usually conducted in text (best for sharing code) or Webinar format.
The schedule, and related content, of upcoming and past events can be viewed on the
community landing page at Community.emc.com > Support > Ask the Expert. Refer to
the introductory blog post to learn more.
Help Page
While partners cannot comment on or create discussions through this page, it does
address various topics on how to use ECN and how to engage in the support
communities (refer to Community.emc.com > Support > Help). This page also mentions
the other Web presences of EMC support:
◆ Twitter (@EMCsupport)
◆ Weibo (EMC Technology Community)
EMC Confidential - Employee and Partner Use Only Support Communities on ECN 207
Partner Support
Multi-Vendor Support
Descriptions of the support that EMC offers for joint-solutions with Microsoft, Oracle,
SAP, and VMware can be found at
http://www.emc.com/support-training/support/maintenance-tech-support/options/
solutions/index.htm.
Refer to the EMC Customer Support Guide, Section 6.3, for information about
multi-vendor support.
EMC Select
Products purchased through EMC Select are not supported through EMC; rather they
are supported by the product vendor.
Partner Support
What’s Next
The next chapter provides detailed information on the resources available for EMC
Services Partners.
Partner Support
CHAPTER 8
Program Resources
This chapter provides detailed information on the resources available for EMC
Services Partners. The following topics are discussed:
◆ Partner Resources .......................................................................................... 212
◆ Productivity Resources ................................................................................... 237
EMC Confidential - Employee and Partner Use Only Program Resources 211
Program Resources
Partner Resources
This section provides information on the following partner resources:
◆ Partner Portal Web Site................................................................................... 213
◆ Powerlink....................................................................................................... 215
◆ Partner Services Program Management Office (PMO) ...................................... 216
◆ Partner Entitlement ........................................................................................ 217
◆ Affiliate Enablement Center (AEC) ................................................................... 218
◆ EMC Services Partner Web.............................................................................. 219
◆ Services Partner Community........................................................................... 220
◆ Champions Program....................................................................................... 228
Program Resources
Partner Portal Web Site

The Partner Portal Web site (http://www.emc.com/partnerships/resources.htm)
provides central access to information and tools to help partners with their business.
It contains access points and links to tools for critical business management,
customer relationship management, SalesForce.com, and the ChannelXpress order
system, and a wealth of information on the Partner programs, marketing materials,
training certification, online support, and EMC delivery methodology. The Partner
Portal Web site provides direct access to the Partner Services Program and Partner
Online Support.
EMC Confidential - Employee and Partner Use Only Partner Resources 213
Program Resources
Figure 50 Partner Portal Landing Page
Program Resources
Powerlink
Powerlink (http://powerlink.emc.com) provides access to a vast amount of
information in the following areas:
◆ Products
◆ Solutions
◆ Services
◆ Support
◆ Competition
◆ Partners
◆ Training
◆ Resources
Figure 51 Powerlink Landing Page
Program Resources
Partner Services Program Management Office (PMO)

EMC has established a Partner Services Program Management Office (PMO) team in
the North/Latin America (Americas), Asia/Pacific/Japan (APJ), and Europe/Middle
East/Africa (EMEA) to assist partners with QuickStart Services designations.
Program support is available Monday through Friday during local business hours. The
Program Management Offices may be reached via email as follows:
◆ Americas: PMOAmericas@EMC.com
◆ APJ: PMOAPJ@EMC.com
◆ EMEA: PMOEMEA@EMC.com
Program Resources
Partner Entitlement
Partner entitlement changes occur as partners complete additional training, enroll in
additional services programs, or during Channel compliance periods. Partners should
send entitlement questions to the PMO (see “Partner Services Program Management
Office (PMO)” on page 216) or reference the EMC Services Implementation
Enablement Matrix (see “EMC Services Product Enablement” on page 66).
Program Resources
Affiliate Enablement Center (AEC)

The Affiliate Enablement Center (AEC) makes it easy to navigate through EMC's online
resources. All options are available to all EMC Services Solution Provider Partners.
However, only Authorized Reseller and Affiliate tier EMC Services Solution Provider
Partners will be allowed to register for and access related e-Learning training.
The AEC is a development and resource navigation hub for QuickStart Services
Partners:
◆ Directs partners towards free product training for the Implement and Support
learning paths
◆ Details where to find information for aid in service enablement and delivery
◆ AEC is located at Powerlink.emc.com (Partner View) > Training > VAEC > Launch
Enablement Center.
Product Information and Support

To access product support, go to the Affiliate Enablement Center, click on the “EMC
Technical Support” link, and select the product for which you need support. Each
Product Support page includes access to:
◆ Product documentation
◆ White papers and discussion groups
◆ How-to videos
◆ Software downloads (if applicable)
◆ Installation & configuration guides
◆ eLearning
In addition, Live Chat support can be launched from these pages.
Note: The partner company's unique identifier, which can be found on

product-specific deployment letters and certifications, is required for this support
service to be conducted.
Program Resources
EMC Services Partner Web

This site is accessed via the Partner Portal. Refer to
Resources > EMC Services Partner Web >.
Program Resources
Services Partner Community
Overview
The Services Partner Community is an online community for EMC Services Partners
and EMC global services employees employees to discuss product information and
business solutions, and ask questions. The Services Partner Community is an online
resource for people to discuss product information, business solutions, and ask
questions. It provides easy access to subject matter professionals, and an area that
you can search for specific information using convenient keywords.
To become a member of the Services Partner Community, a partner must have an EMC
Community Network (ECN) account before they can be fully involved. If a partner does
not have an account, ECN registration is easy and requires only a name and e-mail
address. However, the partner must create a screen name and password as part of the
ECN registration process. Once created, the ECN password cannot be changed, so
choose once and choose wisely. Login to the Services Partner Community is either
with an e-mail address and newly created password, or with Powerlink credentials.
With the latter option, simply click “log in with Powerlink credentials” and you are
automatically directed to the Services Partner Community.
The Services Partner Community homepage is open to all, but to request membership
to the Implement and Support Services Sub-Space, the partner must complete and
submit a Services Partner Community Sub-Space registration form. After this form is
submitted, the Services Partner Community administrator will review the request and
grant proper access. Figure 52 on page 221 shows the Services Partner Community
homepage. It is open to anyone who has an ECN screen name, and houses high-level
information for global services partners (for example, news and announcements,
recent postings, the EMC Authorized Reseller Application, community best practices,
and a “We are Listening” inbox).
Program Resources
Figure 52 The Services Partner Community Homepage
Following the Services Partner Community

To follow the Services Partner Community, click the “Follow” button at the top right
corner of the homepage:
Figure 53 The Services Partner Community Follow Button
The “Connections Stream” checkbox may already be checked. If not, check it. To
receive e-mail notifications, check the “Inbox” checkbox.
Program Resources
Figure 54 The Services Partner Community Connections Stream and Inbox
The Services Partner Community Best Practices

User Involvement
The goal with the Services Partner Community is to use social media to streamline
access, increase engagement, and strengthen relationships with EMC employees and
partners. Using all the tools that are provided, each partner has the opportunity to use
this new form of communication to derive valuable business solutions. The more user
involvement with the Services Partner Community, the more thorough these business
solutions will be.
Do's and Don’ts

Table 26 The Services Partner Community Do’s and Don’ts
DO DO NOT
Create useful content Create irrelevant or offensive content
Engage in conversations Start an argument
Discuss business solutions Divulge confidential information
Upload a profile photo and avatar Disguise your affiliation with EMC for any reason
Properly cite work that you post from someone else
Apply policies and procedures from the workplace to

the online community as well
Program Resources
Content Creation
In the Services Partner Community, a partner creates content in many different forms.
For a step-by-step tutorial on how to create content, view the video at
https://developer-content.emc.com/community/ECN_Inside/videos/CA101_Module
1_Content/. The video can be reviewed at a partner’s own pace by pausing,
rewinding, and re-playing. The video can also be used as a guide while populating
content simultaneously.
Accessing the Implement and Support Services Sub-Space

EMC Services Partners who do not have appropriate access to the Implement and
Support Services sub-space of the Services Partner Community should complete and
submit a Services Partner Community sub-space registration form at
https://developer-content.emc.com/email/request_spex.htm. The access request
will be sent to the Services Partner Community administrators, who provide the
Services Partner Community sub-space access. Completing the access request form
(below) is the only way to obtain access to the Implement and Support Services
sub-space.
Figure 55 Services Partner Community Sub-Space Access Request
Program Resources
A partner must have a registered ECN account and their company must be a
service-enabled partner in order for the Services Partner Community administration
team to grant them the necessary permissions to view the Implement and Support
Services Sub-Space. Complete the access request registration form in its entirety to
ensure that the Services Partner Community access administrators have all of the
required information to troubleshoot account issues. Once a confirmation e-mail is
received, indicating that access has been granted to the Implement and Support
Services Sub-Space, click on the Implement and Support Services sub-space under
Navigation to access the Sub-Space landing page.
Figure 56 Implement and Support Services Sub-Space
Implement and Support Services Sub-Space

Figure 57 on page 225 shows the Implement and Support Services Sub-Space landing
page.
Program Resources
Figure 57 Implement and Support Services Sub-Space Landing Page
There is navigation to Consolidate, Advanced Consolidate, and Back-up and Recovery

Champions, as well as access to the Tool Shed, the training schedule, and Technical
Support.
Figure 58 on page 226 is an example of the Blog area for Advanced Consolidate.
Program Resources
Figure 58 Champions Program - Blog Area for Advanced Consolidate
There is a wealth of technical product information hosted in each section, where the
EMC Partner EMC Specialty leads run monthly Champions calls and blogs sharing
advanced information and clinics to assist with real-time technical requirements. The
Services Partner Community contains details and presentations of all conference calls
or clinics, just in case of partner scheduling conflicts.
◆ Serves as a central community focused on for key information and IP for services
partners
◆ Discusses topics such as enablement and best practices with subject matter
experts
◆ As detailed in the policy, members must have an ECN account in order to be
added to the following communities:
• All Places
• Partner Network
Program Resources
• Services Partner Community

• The Services Partner Community: Landing Page community (open to public)
• The Services Partner Community: Implement and Support Services Sub-Space
(The Services Partner Community Access Request form)
• The Services Partner Community: Consolidate, Advanced Consolidate, Backup
and Recovery (Champions communities)
– Access is maintained by Specialty Lead and EMC Services Compliance
– Access is granted on an individual basis
◆ The EMC Support Community is at Community.emc.com > Support
• Ask technical questions about EMC products and platforms
• EMC Support Community FAQ
Program Resources
Champions Program
Champions Application Process

The steps and process to gain access to the Services Partner Community and the
Monthly Champions calls are listed below:
1. EMC Services Partner staff must have achieved IE (Implement Engineer) or TA
(Technology Architect) Certification. Once complete, move to step 2
2. Partner notifies the assigned PGSL (Partner Global Services Lead) who will then
make EMC internal requests that initiate PRN changes to enable the Services
Partner Community access privileges and invitations to the appropriate
conference calls from the Specialty Lead in Advanced Consolidate, Consolidate, or
BRS
Champions Calls
Here is an example of a list of up-and-coming Champions calls:
Figure 59 List of Up-and-Coming Champions Calls
Program Resources
Champions Call Invitation

When the EMC Services Partner has reached the requirements set out above, they will
be invited to the Champions calls and provided access to the Services Partner
Community community in line with their specialty designation.
https://community.emc.com/community/partner/services-partner.
The program provides critical insight into product/service releases and engineering
practices at EMC that influence the EMC Services program. As the most highly certified
partners, these groups are in communication with Services Partner - Implementation
program managers to receive the most up-to-date information and to give feedback
that is used to shape the program.
Champions Call Membership Prerequisites

◆ EMC Services Partner Premier/Signature is current and in good standing
◆ Achieve Specialty in Consolidate, Advanced Consolidate, Backup and Recovery, or
Governance
◆ EMC Services management review and approval of nomination
Champions Call Requirements

◆ Premier/Signature Partner (excluding Governance & Archive specialty)
◆ Partners must nominate one resource per regional partner, and two resources per
national partner by Specialty
◆ Resource must hold and maintain TA or IE certifications within the specialty for
which the partner is nominated
◆ Attend monthly Webcasts
◆ Register for and attend key partner events; 50% participation in scheduled
Champions calls—replays available in the Services Partner Community
◆ Mandatory EMC Proven Professional certification at the highest level by role
◆ Hold current TA or IE certifications and maintain current skills through training
maintenance and differences modules
◆ Provide feedback from the partner via the Champions Community site
◆ Log Vlab demo cloud time for TAs
Program Resources
◆ Signed Non-Disclosure Agreement
Champions Calls Content

The EMC Services Champions calls provide a two-way communication platform
between EMC and its EMC Services Partners. The idea is to facilitate a systematic flow
of knowledge and information, with both pre- and post-sales technical leads within
the partner's organization, on new technology, product offerings, and services. The
final objective is to increase quality of sales and implementation engagements.
Champions calls include the following value:
◆ Pre-GA product updates with engineering, in line with internal EMC resource
updates
◆ Monthly technical conference calls and Webcasts held with internal product
experts in services, engineering, and product marketing to continue skills
development
◆ Product roadmap reviews for Specialty products (announcements and updates)
under NDA
◆ Best practices (implementation, performance, sizing) and helpful hints
◆ Services offering updates
◆ Champions community reference/information portal—access to the Services
Partner Community online
◆ Program updates and enhancements
◆ Challenges with positioning and implementing EMC solutions
◆ Promotion of new material, collateral, tools, and IP for success
◆ Feedback on EMC products and solutions
◆ Feedback into the development of service offerings collateral and new or
complementary EMC services
◆ Training curriculum promotion and feedback and requirements
◆ Access monthly Webcasts/replays
◆ Access the Services Partner Community: Champions communities/blogs
◆ Beta test new design/delivery tools
Program Resources
◆ Deliver feedback on service related processes directly to EMC Services Program

managers
◆ Share best practices with EMC engineers
◆ First look at roadmaps and positioning for new products/services
◆ Eligible for USPEED/SPEED programs
◆ Attend Champions Summits
Responding to Customer Roadmap Requests

◆ Requests for roadmap information or presentation can be made through the PTSC
to EMC Product Marketing
◆ When a request comes in, confirm the following:
• Name of customer
• Deal revenue size
• If RFP/RFI is underway that requires roadmap information
• If customer has requested specific roadmap details
• Competitors cited by the customer
• Determine what decision we are helping the customer to make. In other words,
“We don't want to sell futures…”
Engineering SPEED/USPEED/VSSPEED
Champions Access to Engineering SPEED (Symm), USPEED (Unified),
and VSPEED (VPLEX) Performance Group Programs
◆ Develop performance skills and knowledge in the Partner community
◆ Engineering sponsored program to empower technical resources to answer
performance questions and to solve performance problems more effectively
◆ Performance calls and updates as needed
◆ Guidelines and detailed performance data
Program Resources
◆ Access to performance tools, as shown in Table 27.
Table 27 Program Performance Tools
Performance Tool Program
Symmerge (Symmetrix/ VMAX) SPEED
Tier Advisor (VMAX) SPEED
VPLEX Perf Mon VSPEED
Pool Sizer (Unified) USPEED
Perf Trace (unified) USPEED
Unified Block Locality Analyzer USPEED
◆ Open book test must be passed in order to access program

◆ Programs provide engineering best practices and tools geared towards the
performance and sizing of tiered storage
• USPEED is for Consolidate Specialty products and SPEED is for Advanced
Consolidate Specialty products
• The two programs share an eRoom at http://speed.corp.emc.com.
◆ To become involved with USPEED:
• To enroll in the USPEED exam contact PartnerSPEEDExams@emc.com.
• USPEED tools require either eRoom access or an additional certification
◆ To become involved with SPEED:
• SPEED tools require certification and, in some cases, additional licenses for
tool use
SPEED/ USPEED
When an EMC Services Partner enters the Champions Program, they become eligible
for SPEED and USPEED access. SPEED and USPEED are extended communities
involving EMC Engineering and TS organizations whose staff focus on performance. A
partner who becomes SPEED or USPEED Certified will not only have access to
performance tools such as Tier Advisor and SymmMerg for VMAX/Symmetrix, but also
the SPEED community at large, where they can post questions and issues on
performance and then receive detailed guidance from the SPEED/ USPEED gurus
within the community.
Program Resources
Note: Partners must have access to the PMAP Partner eRoom.
The process to gain access to SPEED and USPEED is achieved via additional
certification, as detailed below.
SPEED
The Symmetrix Performance SPEED Guru Covenant and Responsibilities outlines the
requirements, roles, and responsibilities of joining the SPEED Guru community. It can
be downloaded using the link provided.
1. A questionnaire must be completed by the respective nominees, in order to
provide EMC with a baseline understanding of their Symmetrix knowledge and
performance background. Complete the questionnaire and email back to EMC.
2. Read the SPEED Guru qualification documentation
3. Contact EMC when you are done reviewing and interpreting the material, and you
will be sent an online exam, which must be completed with a 95% passing grade.
Email EMC with the completed exam.
4. Once you pass the exam, you will gain access to all the other Symmetrix
performance documents and tools on SPEED
USPEED
The USPEED Application Process v1.1 document outlines the requirements, roles, and
responsibilities of joining the USPEED Guru community. It can be downloaded using
the link provided.
All of the required USPEED reading material is on SPEED at
http://speed.corp.emc.com > Unified Storage folder > Application for USPEED >
Required Reading Material, or from the links below.
◆ VNX Unified Best Practice Foundations v2
◆ VNX Unified Best Practices for Performance
◆ VNX/VNXe Unified Performance - NAS Considerations
◆ VNX Unified Architecture Training
◆ VNX_Performance_Series_2011
◆ VNX Understanding Unisphere Analyzer v1.1
◆ Unified Architecture Training
Program Resources
◆ VNX File NAS Performance Considerations - Training Edition

◆ VNX SAS Backend Technology
◆ A Look Inside the Unified File System
◆ VNX File Correlated Statistics
◆ VNX File Oriented Performance - An Examination of Performance Through a
Benchmarking Lens
◆ Unified Storage Architecture and Key Concepts
◆ EMC CLARiiON Asymmetric Active/Active Feature: A Detailed Review
When you are ready to take SPEED/USPEED exams, you must email
PartnerSPEEDExams@emc.com.
Program Resources
Overview
After the implementation, the partner sends an invitation to the customer to complete
a survey that measures the quality of the partner's service delivery. These surveys are
the basis for the Partner Services Quality (PSQ) program.
Reference the EMC Partner Services Quality Program for a brief overview at
Powerlink.EMC.com > Tools/Resources > EMC Business Partners > Services Program >
Program Overview. The PSQ Overview document may also be accessed directly at:
Americas Partners manage their surveys and quality metrics through the WalkerLink
online application. EMEA and APJ Partners use the EMC Partner Notification Tool (PNT)
to send survey invitations to customers. Refer to “Partner Notification Tool (PNT)” on
page 134 for information on how to use the PNT to send customers these survey
invitations.
Setup
Affiliate Partners are added to the PSQ Database by the Partner Management Office
(PMO) based on information gathered in their Services Agreements. TS
Implementation Partners will be added to the PSQ Database using information
gathered by the Partner Managers (PM) and emailed to the PSQ Program Manager.
This information includes:
◆ the partner's PRM profile name
◆ the partner's HQ country
◆ the name and email address for one or more partner PSQ administrators, who are
given access to WalkerLink to send survey invitations
◆ the name and email address of one or more partner contacts to whom complete
surveys will be emailed
Usage
Post-engagement, partners send an email invitation to the customer project lead to
take the survey through WalkerLink or PNT. The customer project lead clicks the link in
the email to complete the survey. Completed surveys are sent by WalkerLink to the
partner by email and can also be viewed in WalkerLink.
Program Resources
This survey consists of about 20 questions used to determine the perceived quality of
the engagement. Factors of analysis include:
◆ the service engagement process
◆ the delivery team's execution
◆ the deliverables provided
◆ the results achieved
Partners receive automated analysis of survey results that can be used to assess
which factors to improve upon in order to increase service quality and therefore
customer loyalty.
Help
For application and process support, partners should contact the EMC Partner
Manager (PM) or the manager of the PSQ program.
Program Resources
Productivity Resources
This section provides information on the following productivity resources:
◆ EMC Product Demo Center.............................................................................. 238
◆ Online Labs.................................................................................................... 240
◆ vLab............................................................................................................... 241
◆ Design ........................................................................................................... 243
◆ Solution Validation Center (SVC) .................................................................... 244
◆ Education Services Virtual Lab (ESVL)............................................................. 246
EMC Confidential - Employee and Partner Use Only Productivity Resources 237
Program Resources
EMC Product Demo Center
Figure 60 EMC Product Demo Center from Powerlink
Depending on the opportunity available, you want to be prepared to show some

simple, ease-of-use demos. The best demo to consider is one that is self-contained. In
this way, you don't have to rely on outside resources and you know that the demo will
be the same each time you show it.
Best practice is to review the demo and get comfortable with the flow. Consider types
of questions the customer might ask and have responses prepared. Practice the demo
so you feel comfortable giving it.
Benefits of EMC Product and Solution Demos

◆ Simple, ease of use
◆ Self-contained
◆ Best practice
◆ Review demo
Program Resources
◆ Consider questions customers might ask

◆ Have prepared responses ready
◆ Practice, practice, practice!
EMC has many video demonstrations, whiteboards, etc. on a wide variety of topics
and solutions to help you prepare for implementation conversations with your
customers. These demos are meant to enhance your training in specific topic areas
and assist in pre- and post-sales cycles, increasing the likelihood of successful
customer interactions. Refer to http://www.emcdemocenter.com/.
Figure 61 EMC Demo Center
Program Resources
Online Labs
Online labs are optional instructor facilitated hands-on lab exercises for use in video
Instructor-Led Training (ILT), for partners who require increased practical experience.
The online lab explores scenarios on the various storage implementations. The
session provides a lab environment where participants have the opportunity to
validate skills and concepts covered in the training paths. During the session,
participants implement storage platform array configuration, domain management,
security, and availability, using Unisphere to configure a SAN host attached within
Linux and Windows.
Program Resources
vLab
The vLab resource is open to all EMC Services Partners and has the same content
access levels as EMC staff. vLab allows partners to try out the installation and
configuration of software features on virtual EMC platforms, including VMAX, VPLEX,
VNX, BRS, in a safe environment before going onsite, as a refresher, and if the partner
has not recently touched the product or feature.
Visit https://vlab.demoemc.com to register.
The partner will receive an approval email from the EMC Services team, after which
vLab sessions may be scheduled.
Note: It's always best to schedule a week or so ahead of time if possible.
◆ Self-service, on-demand live labs

◆ Scripted, scalable, and customizable
◆ Global availability and accessibility, 24x7x365
◆ Product and solution demos/validation
Depending on what the opportunity is, you want to be prepared to show some simple,
ease of use demos. The best demo to consider is one that is self-contained. This way
you don't have to rely on outside resources and you know the demo will be the same
each time you show it.
Best practice is to review the demo and get comfortable with the flow. Consider types
of questions the customer might ask and have responses prepared. Practice the demo
so you feel comfortable giving it.
Program Resources
Figure 62 vLab
More Information on how to register can be found at

https://community.emc.com/docs/DOC-18544
Program Resources
Design
Technology Services (TS) Kits

These are implementation delivery resources, including the same best practices,
forms, and checklists used to sell and perform implementation services. Refer to
“Service Enablement” on page 46 for in depth information on TS Kits.
Practical Verification of Design

E-Lab Interoperability Navigator + Configuration Guides
◆ The authoritative source for EMC interoperability information, as tested and
qualified by EMC's E-Lab
◆ Advanced queries analyze complete configurations
◆ Wizards deliver quick answers, and access to a wealth of additional information,
including subsets of the EMC Support Matrix, Host Connectivity Guides, and the
Networked Storage Topology Guide
◆ Building and evaluating configurations to make sure that they have been qualified
by EMC's E-Lab.
◆ Answering questions about “what goes with what?”
◆ Access to in-depth tips and information
Figure 63 Design Verification
Program Resources
Solution Validation Center (SVC)

The Solution Validation Center (SVC) is for both EMC partners and EMC employees to
have access to a team that specializes in a set of solutions. Each team reviews
thousands of configurations per year, and is a repository for best architectural
guidelines worldwide.
Solutions Validation Forms (SVFs) are pre-site questionnaires that must be completed
and approved prior to the deployment of certain EMC Solutions. The information
provided in these forms assists EMC and our partners in validating proposed
customer solutions for complex configurations. It is important that all configuration,
network, and application information be detailed to ensure the most rapid response
and accurate assessment of the technical feasibility. It is strongly recommended that
the information requested is provided as a result of a joint effort of the partner
technical Sales Engineer and the appropriate customer IT and network contacts. You
may also find the type of information being requested in an SVF a good conversation
starter with your customer.
Figure 64 Access to Solutions Validation Forms
Program Resources
There are three steps to gain access to the SVC:

1. The first, and most important, step is to engage your EMC TC early in the sales
opportunity, as some Solution Validation Forms (SVFs) require EMC support
2. Next, download the applicable SVF from Powerlink. All of the necessary files will
be zipped as a package, containing both forms and instructions.
3. Finally, complete the form as thoroughly as possible and email it to the SVC
At that point, the SVC will review the form and contact you with results. Often a
conference call will be scheduled for a candid discussion about the solution and
options. Sometimes a topic is best covered without customers present, so we ask that
you attend the conference call without the end customer. In this conference call,
members of the SVC will look at design points, possible issues, architectural best
practices, and future consequences of the current design.
Program Resources
Education Services Virtual Lab (ESVL)

The Education Service Virtual Lab (ESVL), modeled after EMC lab configurations, is
now available for all partners as a tool to complement the EMC partner training
experience. It provides 24x7 access to remote labs and simulators as used by EMC
employees, technology consultants, and serviced-based practitioners. ESVL allows
you to refresh and refine your skills in the specialization areas of consolidation,
archiving, backup, information and resource management, and security—all in a
“fail-safe” environment.
Overview
◆ Free Resource for employees and partners
◆ Designed to help refresh product knowledge in a self-paced, hands-on learning
environment
◆ Pre-implementation readiness
◆ Reservations are done in 4-6 hour increments
◆ Lab guides and use cases are available based on the lab
◆ Labs will follow formal EMC training
ESVL Guiding Principles

◆ ESVL Portfolio is determined by user demand and actual utilization
◆ ESVL represents a single user “mirror image” of the labs incorporated within
Education Services’ steady-state training
◆ Individual labs with a utilization rate of 20% or less for a period of 180 days are
subject to retirement
Program Resources
ESVL Home Page

The ESVL Home page can be accessed at https://esvl.emc.com/ESVL/
Figure 65 ESVL Home Page
Program Resources
Getting Started With ESVL

The ESVL Getting Started page is shown in Figure 66.
Figure 66 Getting Started With ESVL
APPENDIX A
EMC Partner Skills Verification Sign-Off Form
EMC Confidential - Employee and Partner Use Only EMC Partner Skills Verification Sign-Off Form 249
EMC Partner Skills Verification Sign-Off - Implementation

Engineer
EMC Confidential - Employee and Partner Use OnlyEMC Partner Skills Verification Sign-Off - Implementation Engineer 251
APPENDIX B
EMC Services Distribution Program
This appendix provides-information on the EMC Services Distribution Program.

◆ Introduction ................................................................................................... 254
◆ Scope ............................................................................................................ 255
◆ Onboarding Process Flow ............................................................................... 256
◆ Roles and Responsibilities ............................................................................. 257
◆ Welcome Letter .............................................................................................. 260
◆ Welcome Kit................................................................................................... 261
◆ Distributor Product Enablement ..................................................................... 275
◆ Entitlements Training ..................................................................................... 277
◆ PRM Reports .................................................................................................. 278
◆ PNT Responsibilities ...................................................................................... 279
EMC Confidential - Employee and Partner Use Only EMC Services Distribution Program 253
Introduction
EMC offers a comprehensive and partner-friendly Services Program to EMC Partners worldwide. We have
extended the program to be available through Distribution partners worldwide as well, called the EMC
Services Distribution Program. Through the EMC Services Distribution Program, distribution partners can
leverage EMC's professional services in a way that best complements their business model. EMC Services
Distribution Program is tailored to help distributors tap into incremental revenues and protect and
strengthen their customer loyalty - both to the EMC Services partner and to EMC technologies.
The EMC Services Distribution Program offers distribution partners a choice on how they want to provide
services to their partners. They can resell, deliver and/or co-deliver services offered by EMC Services. The
EMC Services Distribution Program also provides opportunities for distribution partners to earn revenue by
participating in the delivery of EMC implementation services, EMC support services, and EMC onsite
services. Partnership in the EMC Services Distribution program provides distribution partners the means to
expand their service offerings, which could lead to greater revenue, competitiveness, and more customer
satisfaction and partner loyalty.
Before reading further, it is highly recommended to watch the video Brainshark
http://www.brainshark.com/brainshark/brainshark.net/portal/title.aspx?pid=zGVz13XNFIz7m7Wz0
which walks a distributor through the onboarding process of a Services Partner - Implementation partner.
After viewing the onboarding Brainshark, the following sections outline the information that you will receive
with your “Welcome Kit” into the EMC Services Implement program.
Scope
This EMC Services Partner Handbook Distributor Addendum describes the program policies, requirements
and terms for the EMC Services Distribution Program. This Addendum should be read in conjunction with
the General Terms and Conditions, EMC Services Assembly/Implement Agreement, and the applicable
Letter(s) of Authorization between EMC and Partner (collectively referred to as the “Deployment Letter(s)”).
Should these elements appear to be inconsistent with one another, the following descending order of
precedence will apply:
1. The EMC Services Assembly/Implementation Agreement
2. Deployment Letter
3. This Addendum
EMC may modify this Addendum and policies set forth in accordance with the terms and conditions
executed by both parties.
EMC Confidential - Employee and Partner Use Only Scope 255

Onboarding Process Flow

Onboarding Low-Touch Focused Partners
This chart outlines the process flow by responsible party when a VAR applies to become a full Services
Partner - Implementation partner and what they receive in their “Welcome Kit.”
Figure 67 Onboarding Low-Touch Focused Partners
Roles and Responsibilities

Distributor = EMC Distributor
PIM = Partner Integration Manager (previously known as Partner Management Office (PMO)
APGSL = Associate Partner Global Services Lead
PGSL = Partner Global Services Lead
Each of these roles are primarily or secondarily responsible for the action associated to the onboarding
process of a Partner into the Services Partner - Implementation program.
Table 28 Roles and Responsibilities
OWNER / Responsibilities
P - Primary, S - Secondary responsibilities
Distributor PIM APGSL PGSL
Onboarding Steps
Recruit partners to program Primary
Pre-validate partners Primary
Process partner Implement applications Primary
Validate Partner Credentials Primary
Facilitate Implement Contracts & Agreements Primary Secondary
Facilitate On-site / Remote agreements Secondary Secondary Primary
Issue initial Acceptance Letters Foundations - Receive Primary Receive

click/accept)
Assigning initial Powerlink partner entitlements Primary
PRM/ GS Partner DB initial setup & updates Primary
Add partner contacts to PSQ access database Primary
Issue Welcome Kit for Certified Primary
Service Deployments / Letters
EMC Confidential - Employee and Partner Use Only Roles and Responsibilities 257
Table 28 Roles and Responsibilities (continued)
Approve foundations deployment capabilities Primary
Approve certified deployment capabilities Skills Secondary Primary

Validation
Guided Services Secondary Primary
Online labs Secondary Primary
Assignment of additional Powerlink entitlements Primary Primary*
Create and Issue Service Deployment Letters Primary
Facilitate Logo licenses (Americas) Receive Primary
Respond to Partner / pGSL questions
Operational & program questions Primary
Enablement questions for Gold / Platinum Primary
Service Partner Community / Champions on-boarding
Nomination / Approval Secondary Primary
Fulfillment Secondary Primary
Tools Licensing through lava portal Primary
PSQ Quality Processes
PSQ on-going management Future Primary Primary**
PSQ partner contact updates Secondary Primary Secondary
PSQ partner results entry into PRM Primary
SecurID
Nomination / Approval (further details available in Q1 Primary

2014)
Fulfillment Primary
Deployment Letter Annual Reissue Audit
Table 28 Roles and Responsibilities (continued)
Foundation / QuickStart Primary
Certified with skills verification requirements Primary Secondary
Quarterly Compliance Review Future Primary
Partner Communications
Monthly Webcasts Primary
New Program / Program update communications Future Primary
Online lab communications / participation Future Primary
Class Schedule/ Registration Future Primary
* = Non-Focused Partners
** = Focused Partners
EMC Confidential - Employee and Partner Use Only Roles and Responsibilities 259
Welcome Letter
EMC Services Certified Non-Focus Partners
Good Afternoon -
We are pleased to announce a new role within the Global Services Organization, designed specifically with
you in mind. The Associate Partner Global Services Lead is a new team put in place to support you with any
of your services related needs. Specifically, we are here to provide you with:
◆ PSQ – Quality Assurance Program Updates
◆ New Program Announcements/Updates
◆ Online Lab Schedules/Registrations
◆ Certification Information
◆ Program Status
◆ Quarterly Compliance
Along with this added level of support, you have a Partner Global Services Lead that will remain in place to
help you continue to be successful in the Services Program. The purpose of the APGSL is to provide a
secondary level of support for you and the PGSL in meeting your business needs. Please feel free to email
the APGSL@emc.com if you need assistance on any issues or questions. We are here as an added benefit of
being in the services program.
In addition, we are happy to announce a new Webcast series exclusively for all our Services Partners. We’ll
be sending out a monthly Webcast invitation after this communication. On the 3rd Wednesday of each
month, starting January 15th, 2014, we will have a pertinent informational session on a specific topic.
Subject matter experts will be on hand to present each different subject. Agenda will be provided in the
Webcast invitation.
Welcome Kit
The Welcome Kit is provided to Partners who are newly approved into the Services Partner - Implementation
program. It provides you with tools and information on how to gain access to the EMC partner portal, which
is your one-stop shopping for anything related to EMC services. It's definitely a kit you'll want to keep handy
whenever you have questions and need to know “Who do I go to” or “Where do I go” for services
information.
◆ Welcome To EMC Services Implement Program ............................................... 262
◆ Your APGSL Contact........................................................................................ 262
◆ Step 1 - Register For Services Partner Community ........................................... 262
◆ Step 2 - Become Familiar With The EMC Services Automation Tool .................. 263
◆ Resource Center And Automation Tool Contents ............................................. 264
◆ Step 3 – Register for Powerlink....................................................................... 265
◆ Step 4 – Leverage The Affiliate Enablement Center (AEC) ................................ 266
◆ EMC Education Services Portal ....................................................................... 267
◆ Operations Module ........................................................................................ 268
◆ Online Labs.................................................................................................... 268
◆ EMC Cooperative Services .............................................................................. 269
◆ Guidance Services ......................................................................................... 272
◆ Step 5 – Join WalkerLink And Participate in PSQ ............................................. 272
◆ Step 6 – Collaborating Using Partner Central .................................................. 273
EMC Confidential - Employee and Partner Use Only Welcome Kit 261
Welcome To EMC Services Implement Program

◆ Joining the EMC Services Implement program gives you the ability to offer your customers best in class
services, by partnering with an industry leader. Our partnership with you is designed to give you choice
and flexibility in developing a business model that best fulfills your customers’ unique technology
needs.
◆ This presentation will cover the basic steps partners new to the program should take to get started on
the road to success with Services Partner - Implementation.
Your APGSL Contact

◆ The APGSL will serve as your primary contact for all Services Partner - Implementation Program
communications - providing you with:
• Deployment Letters
• Education And Course Schedules
• Updates On Your Program Status And Compliance
• PSQ (Partner Services Quality) Information
• Assistance In Planning Future Certifications
Do not hesitate to contact your APGSL at APGSL@emc.com with any questions and concerns regarding
your participation in the Services Partner - Implementation program.
Step 1 - Register For Services Partner Community

The Services Partner Community is an online resource where partners can engage with our experts and
other partners to get answers to service-related questions and tips on best practices, business solutions,
and enablement.
Figure 68 Service Partner Community
Step 2 - Become Familiar With The EMC Services Automation Tool

The EMC Services Automation Tool provides partners with an “easy to use” and consistent navigation tool
to key features available on the EMC Services Implement And Support Subspace.
Figure 69 EMC Services Automation Tool
Resource Center And Automation Tool Contents

The Resource Center button on the Automation Tool provides information and links to education catalogs,
technical support and IST, tools, and intellectual property (in the Tool Shed), as well as WalkerLink (used for
PSQ).
Figure 70 Resource Center
Champions Program And Pages

The EMC Partner Champions Program is a benefit of the EMC Services Specialty Program and provides
several privileges including access to monthly conference calls and webcasts held with EMC product
experts in services, engineering, and product marketing.
To qualify for the program, you must have the required certification. Refer to the Champion section in the
Resource Center for those guidelines.
Below are direct links to the Champions program communities within the Service Partner Community. These
are gated communities and you must be a member of the Champions Program Specialty to participate and
view each page.
Advanced Consolidate Champions Program
Backup and Recovery Champions Program
Consolidate Champions Program
Step 3 – Register for Powerlink

Powerlink is EMC’s content repository for partner-essential materials.
Attached are directions on how to register for Powerlink. Left-click the picture on the right and select
Document Object, then Open to view the document.
Figure 71 Register for Powerlink
Step 4 – Leverage The Affiliate Enablement Center (AEC)

As an EMC Services partner, you now have the ability to take free online training for some of our low-end
product offerings. Once you complete these assessments, which are available through the AEC, you will be
authorized to deliver services for these products.
AEC is located at Powerlink.emc.com (Partner View) > Training > VAEC > Launch Enablement Center.
Figure 72 Affiliate Enablement Center (AEC)
EMC Education Services Portal

◆ The Education ServicesPortal provides you with information on certification and necessary trainings
◆ You can also access education catalogs and register for classes from this portal
Figure 73 EMC Education Services Portal
Operations Module
In addition to trainings required to achieve product certification, we highly recommend that you complete
our free 1-hour operations module web-based training module, which can be found in the AEC at
https://education.emc.com/main/elearning/Sales/VAEC_SABA_migration/2012_vaec.html.
Figure 74 Operations Module
Online Labs
EMC Education Services is now offering Online Labs, which fulfill the Skills Verification requirement
necessary for deployment.
These labs are intended for technical professionals requiring hands-on experience without the need for
travel. During these online lab sessions, you will remotely collaborate with EMC instructors and other
learners to practice your implementation skills.
You can access Online Labs from the Education ServicesPortal > Certification > Implementation Engineer >
Choose your Product/Solution > Select the ONLINE-LAB button.
See upcoming Online Labs and register by selecting View Schedule.
We recommend you register as soon as possible, as seats in these courses are limited.
Figure 75 Online Labs
EMC Cooperative Services

Jointly-delivered Cooperative Services – Jointly delivered services leverage your close relationships with
customers and EMC’s ability to scale services resources remotely. You own the customer relationship and
all onsite delivery. EMC provides remote services resources. Cooperative Services provides you the
opportunity to collaborate with EMC to jointly deliver services to customers.
Accessing EMC Cooperative Services
Figure 76 Accessing EMC Cooperative Services
EMC Cooperative Services
Figure 77 EMC Cooperative Services
EMC Cooperative Services Objective
Figure 78 EMC Cooperative Services Objective
How EMC Cooperative Services Work
Figure 79 How EMC Cooperative Services Work 1
Figure 80 How EMC Cooperative Services Work 2
Guidance Services
Guidance services are a new, optional, cooperative service. For select technologies, EMC will review your
architectural design prior to implementation to ensure it will support the customer’s needs. In addition, the
final architecture can be reviewed by EMC prior to go-live at a customer site. This is a rapid turn-around
service that is useful when doing first-time implementations, or when faced with particularly complex
situations.
Figure 81 Guidance Services
Step 5 – Join WalkerLink And Participate in PSQ

Partner Services Quality (PSQ) is EMC’s customer satisfaction and loyalty building program for servicing
partners. It uses an online survey tool - WalkerLink – to send surveys to service delivery customers and
measure delivery quality.
Figure 82 WalkerLink
Step 6 – Collaborating Using Partner Central

Partner Central provides partners with the ability to maintain their profile and contact information, manage
leads, collaborate with EMC on shared Channel Account Plans, track overall EMC Services Program
Compliance, and publish their organization’s profile onto EMC.com’s Partner Finder, among other
capabilities.
Attached on the right are guides to adding contacts and using Partner Central.
Figure 83 Collaborating Using Partner Central
Distributor Product Enablement

This section shows the products for which Distribution Partners can become enabled to deliver Implement
services. Products may have multiple steps in the enablement path for a partner to become fully enabled,
such as Quick Start paths for basic services on entry level systems up through expert level training for
advanced software features and solutions. The number of steps in an enablement path is identified. The
following abbreviations are used:
◆ eL = eLearning
◆ ILT = Instructor-Led Training
◆ VILT = Video Instructor-Led Training
◆ OILT = Online Instructor-Led Training
For each training module, EMC supports the version listed and the previous version.
Note: For details on specific training and exam modules, go to the Education Services Micro Site at
https://education.emc.com/part/post-sales/
EMC Confidential - Employee and Partner Use Only Distributor Product Enablement 275
VNXe, VNX, Avamar, and Data Domain Product Enablement
Figure 84 VNXe, VNX, Avamar, and Data Domain Product Enablement
Entitlements Training
Refer to “Partner Entitlement” on page 217.
EMC Confidential - Employee and Partner Use Only Entitlements Training 277
PRM Reports
Refer to “Partner Central (aka Partner Relationship Manager (PRM))” on page 140.
In addition to the standard visibility/access that Partners have in Partner Central, Distributors now have the
ability to run their VAR ALL education reports out of PRM (Partner Central). These reports will be able to help
them identify what education their Partner has taken and what additional trainings they could take to help
them through their path(s) to enablement. Contact your local Partner Global Services Lead (PGSL) for
training on how to do this.
PNT Responsibilities
Refer to “Partner Notification Tool (PNT)” on page 134.
EMC Confidential - Employee and Partner Use Only PNT Responsibilities 279
APPENDIX C
EMC Virtual Guidance Services
EMC Confidential - Employee and Partner Use Only EMC Virtual Guidance Services 281
EMC VIRTUAL GUIDANCE SERVICES

Extend your EMC proven implementation skills
1. EMC Virtual Guidance Services

Summary
EMC Guidance Services reduce implementation risk and speed up individual
x Structure: This is a Partner skill building. In 2014, anyone deploying a new EMC technology will be
field engagement process required to use Guidance Services in order to complete their enablement
conducted by EMC to and receive a deployment letter.
verify certified Guidance Services is delivered remotely and reviews the architectural design
Implementation Engineers prior to implementation to ensure it will support the customer’s needs and
in Platform Professional review your final architecture prior to go-live at a customer site, and thereby
Services implementation increasing quality and customer satisfaction with the final implementation.
x The Partner delivers the
customer implementation EMC Guidance Services Partner Skills Verification is tracked and measured by
services with EMC EMC in Partner Central and only EMC certified Implementation Engineers are
resource in the eligible to use this service to develop and verify their skills.
background who spend Additional Skills Verification steps maybe required for quality assurances
time validating the purposes.
planning, execution and
closing assessment phases 2. PARTNER ORGANIZATION ELIGIBILITY/PREREQUISITE
with the Partner a) Partner must be in the EMC Business Partner Program Services
New Partner IE Resource requirements

a) EMC Implementation Engineer certified (or equivalent) for the product
b) Has Completed Services Operations e-Learning Modules (MR-2WN-
VSIOTP2013, MR-2ZN-VSIOTP2013 and MR-2WN-PARTNOTTOOL)
The Implementation project qualifying criteria

Must be real-life projects implemented at customer site(s)
Must be one of the services offerings detailed in the Implementation
Deployment letter (How to access this?)
3. ENABLEMENT PATH FOR EMC IMPLEMENTATION PARTNER
In order to be fully deployed as an EMC authorized Implementation partner

to perform the implementation services for a specific EMC product family,
partners need to fully satisfy the Implementation Services program
requirements. Below are the list of requirements from training, certification
and skill building:
a) Training from EMC Education Services (Recommended). Curriculum and

training information can be found from Partner Catalog here.
b) EMC Proven Professional Implementation Engineer (or equivalent)

certificate at Specialist level (Required). Please refer to the Partner
Catalog for corresponding exams and registration process.
(link here)
c) vLab & Education Services Virtual Lab (ESVL) for skill practice and
expansion (Recommended).
d) Online Lab Required for partners without hands-on training experiences
when attending the VILT or on-line streaming training.
e) EMC Guidance Services is required in the skills building process for
authorized partners in Product listed in Table B
1. EMC Guidance Services delivered via an a remote EMC resource
who verifies the design and architecture of the implementation
services delivered by partner on the following platforms: VMAX,
VPLEX, Isilon, VNX, RecoverPoint, VPEX, DataDomain, Avamar
2. A PS on-site engagement can be purchased to facilitate the
delivery of a live session.
Important Note. This Service requires the engagement of
local PS resources which may not be available in all
regions.
f) Implementation Services Operational Tools and Process Training (Code:

MR-2WN-VSIOTP2013) – Online training available here. (Required for
newly on-boarded VSI Partners)
Table A
Online Lab
Training (Video, Operations
(Video/Streaming
Classroom or Certification EMC Guidance Module (Free e-
training attendees
Streaming) Learning)
only)
Optional
Required
Selected
Table B ELIGIBLE PRODUCTS
Product Family Virtual Engagements

Guidance
Services
VNXe N/A -
VNX Foundation N/A -
VNX Yes 1
Isilon Yes 1
VMAX/Symmetrix Yes 2
XtremeCache N/A -
RecoverPoint Yes 1
SE/EX/CL
VPLEX Yes 1
Data Domain QS N/A -
Data Domain Yes 1
Avamar Yes 1
NetWorker N/A -
SourceOne N/A -
Atmos N/A -
Centera N/A -
Replication N/A -
Manager
App Sync N/A -
DLm N/A -
N/A = Not required/ Not available
PROCEDURE
Roles and responsibilities:

EMC Guidance Services resource (and EMC PS Resource) is responsible for
facilitating the process to engage and work with the Partner through the
engagement
New Partner IE is the partner resource who requires to be enabled
for a specific platform services implementation
1. EMC Guidance Services resource has the responsibility to ensure the pre-
requisites are met before conducting the verification exercise:
a) Guidance Service order has been received
b) Partner contact name has been provided by the pGSL / PDM / PMO Team
2. The Partner IE resource must have completed the following steps below
before starting the engagement:
a) Implementation Engineer certification
b) Services Partner Operations e-Learning modules
c) Online Lab where VILT/ Streaming training have been taken
Important Note. Any gaps in the above steps may delay the Skills
Verification process
3. First engagement: EMC Guidance Services resource and Partner IE will

execute the following steps:
EMC Guidance Services Tasks Corresponding Partner IE Tasks

1. Contact the Partner resource to Partner IE responds with project
determine the engagement timing timing details
2. Confirm the timing of the Partner IE reviews the requirements
engagement and send the TS kit as set out in the Product checklist in
to the Partner if required Append A, Procedure generator and
TS Kit details
3. Works with the Partner to confirm Partner IE Creates the
and approve the Implementation Implementation Plan and
plan in accordance with the Communicates the planning details to
checklist requirements EMC Guidance Services resource
4. No action required during Partner IE executes the

execution implementation in accordance with
the plan. If support is required during
the execution see the Section 6.0 FAQ
10 for instructions
5. Work with the partner to perform Partner sends the post
the required post-implementation implementation files and
review providing feedback as documentation to the Guidance
required Services Resource
6. Complete the Skills Verification Partner IE Submit VSA and PNT

Form Appendix A on successful information as set out in the
completion and distribute to the Operational Training
appropriate PIM:
PMOEMEA@emc.com
PMOAmericas@emc.com
PMOAPJ@emc.com
4. Second engagement (where required) will be a repeat of the first.
5. EMC Operations Team will validate the Skill Verification form and Partner
Credentials confirming successful completion along with VSA and PNT
x Skill Verification record for the new Partner IE resource will be
updated in Partner Central and a Deployment letter will be issued
6. FAQs
Question Answer
1. Where can I order Guidance ChannelXpress, parts stores
Services Where can I order
Guidance Services
2. How quickly does EMC engage Within 24 hours
with the Partner after the
Guidance Services order has been
place
3. I was deployed/ authorized as an No – this requirement only applies to
Implementation Engineer in the partners who want to become EMC
past without skills Verification; do
Implementation Partner for the first
I need to go through this process time, or partners who want to add
in 2014? new product into their
implementation service portfolio.
4. Are guidance services required for See the table 1 in this document for
all products? the product requirements
5. Is guidance Services mandatory To maintain compliance at least 1

and how many resources need to staff are required to have successfully
take guidance services? execute guidance Services
6. How many resource can be Each resource needs to demonstrate
verified in a single PS engagementleading the planning and execution of
an implementation to be competent.
Work with your local PS team to
assess the best approach when more
than 1 IE’s are involved
7. What do I do if I cannot schedule Contact your local Partner Operation
on-line labs after taking VILT or Manager for advise on next steps
Streaming training
8. I’m not able to see the Partner For Partner Central questions, please
contact, Education record in contact PMO at:
Partner Central, what shall I do? PMOEMEA@emc.com,
PMOAmericas@emc.com,
PMOAPJ@EMC.com
9. Where can I get support during Same as normal service delivery – as
the Guidance Services Process? an EMC Implementation Partner, you
can contact EMC Support for
implementation support, using your
Partner IST number. A list of EMC
Worldwide Technical Support phone
numbers is available in Powerlink
using this path: Home > Support >
Request Support > Contact EMC >
Country EMC Support phone
10. I am in the middle of my training. Individuals that are in the process of

Will I need to do the Guidance getting their certification or are “in-
Services step? flight” have until March 30, 2014 to
complete their training without the
Guidance Services requirement. If you
have not completed your training at
that time, then Guidance Services will
be required. Anyone who begins
training after January 1, 2014 will be
required to use Guidance Services to
get their deployment letter
11. Can Partner organization verify Yes. Partners have the option to verify
their own Implementation their Implementation resources.
resources? The partner company must be
registered to conduct this activity and
the partners whose skills are to be
verified must accompany a certified,
EMC-registered Implementation
Engineer from the partner company
on an end-user Implementation
engagement. The engagements must
have completed PSQ surveys,
submitted PNT reports, and be
reported to the partner's EMC Partner
Manager to be recognized as meeting
the EMC Services Implement skills
verification requirement for newly
certified implementation engineers.
12. Are guidance Services available in Some regions may not have guidance
all Regions? services available in their local
language. Contact your region Partner
Operations Manager for help.
SUPPORT
For your Implementation services deployment status: contact PIMK at:
PMOEMEA@emc.com, PMOAmericas@emc.com, PMOAPJ@EMC.com
Virtual Guidance Service Availability

VNX Yes PS-COP-VNXDIG 1
Isilon Yes PS-COP-ISIDIG 1
VMAX/Symmetrix Yes PS-COP-SYMDIG 2
RecoverPoint SE/EX/CL Yes PS-COP-RPDIG 1
VPLEX Yes PS-COP-VPDIG 1
Data Domain Yes PS-COP-DDDIG 1
Avamar Yes PS-COP-AVADIG 1
1.In some cases, an alternative to Virtual Guidance may be available. Contact your local Profession-
al Services (PS) for availability.
Guidance Checklists
Avamar Guidance Checklist
Checklist EMC Technology Solutions
EMC Cooperative Design and Implementation Guidance

for Avamar
Introduction
The purpose of this document is to provide guidelines to the partner on data gathering requirements and tools for
pre- and post-implementation analysis of an Avamar solution. This will help ensure that EMC personnel have
received all information necessary to implement the EMC® Cooperative Design and Implementation Guidance
for Avamar®.
Pre implementation Phase
Complete Task Comments
Review Service Brief of the

EMC Cooperative Design and Implementation
The EMC Cooperative Design and
Implementation Guidance for Avamar offers
Guidance for Avamar to understand scope. guidance against the following Avamar offerings
at this time:
x EMC Implementation for Avamar Data Store /
Multi Node Base QuickStart
(PS-BAS-ADMN)
x EMC Implementation for Avamar Data
Store/Single Node Base QuickStart
(PS-BAS-ADSN)

®
Prepare Avamar Configuration Guide based on the Available on Powerlink (powerlink.emc.com)
customer’s environment. PATH : Home > Services > SPD TS Kits and
Service Offering Index > TS Kits > Avamar >
Avamar Framework Services
Complete Avamar Questionnaire. Available on Powerlink (powerlink.emc.com)

PATH : Home > Services > SPD TS Kits and
Document proposed architecture and solution design. EMC Visio stencils available on Powerlink
(powerlink.emc.com)
Retrieve Sales Order Information. Available on

http://csapps.isus.emc.com/cstonsite/
Available on Powerlink (powerlink.emc.com)

Retrieve EMC Backup System Sizer (EBSS) Output
PATH: Home > Products > Software A-B>
Avamar > Sales Tools
Retrieve Avamar Qualifier information. Available on

http://gig.corp.emc.com/
Create Procedures to implement proposed solution. Procedure Generator Tool can be downloaded
from Powerlink (powerlink.emc.com)
PATH: Support > Product and Diagnostic
Tools > Procedure Generators > Avamar
Procedure Generator
EMC Cooperative Design and

Implementation Guidance for Avamar
Model Number: PS-COP-AVADIG Page 1
EMC Confidential - Employee and Partner Use Only Guidance Checklists 289
EMC Corporation, Technology Solutions T.S. Service Kit: Checklist
Prepare a Test Plan specific to the Avamar setup. Available on Powerlink (powerlink.emc.com)
PATH: Home > Services > SPD TS Kits and
Share captured information with

Test EMC.
Plan This can be done through email/FTP as specified
in Rules of Engagement.
Participate in the review meeting with EMC and

document feedback.
Inputs from EMC will be used to refine the design
and implementation plan to ensure adherence to
EMC Best Practices.
Post-implementation Phase
Generate Avalanche Report per process outlined in

Procedure Generator Tool output.
Available at:
http://avalanche.avamar.com.
Update Test Plan with details of actual tests performed. Available Powerlink (powerlink.emc.com)
Complete Configuration Guide with implementation

details.
Share documents and configuration outputs with EMC. This can be done through Email/FTP as specified
Participate in review meeting with EMC and document

feedback.
Inputs from EMC will be used to refine the
Avamar Configuration, if required.
Model Number: PS-COP-AVADIG

03/22/13 Page 2
Data Domain Guidance Checklist
Checklist
EMC Cooperative Design and Implementation Guidance for

Data Domain
Introduction
The purpose of this document is to provide guidelines to partner on data gathering requirements and tools for
pre- and post-implementation analysis of a Data Domain® solution. This will help ensure EMC personnel have
received all information necessary to implement the EMC® Cooperative Design and Implementation Guidance
for Data Domain.
Pre-implementation Phase
Review Service Brief of EMC Cooperative Design and

Implementation Guidance for Data Domain to
The EMC Cooperative Design and Implementation
Guidance for Data Domain offers guidance
understand scope. against the following Data Domain offerings at
this time:
x EMC Implementation for Data Domain No
Shelf System QuickStart(PS-BAS-DD00)
x EMC Implementation for Data Domain 1 to 6
Shelf System QuickStart (PS-BAS-DD06)
x EMC Implementation for Data Domain 7 to 12
Shelf System QuickStart (PS-BAS-DD12)
x EMC Implementation for Data Domain 13 to
24 Shelf System QuickStart (PS-BAS-DD24)
x EMC Implementation for Data Domain Pre
Racked System QuickStart (PS-BAS-DDPH)
x EMC Installation for Data Domain Pre Racked
Expansion Shelf QuickStart (PS-BAS-DDPS)

®
Prepare draft of Data Domain Configuration Guide Available on Powerlink (powerlink.emc.com
based on customer environment. PATH: Home > Services > SPD TS Kits and
Service Offering Index > TS Kits > Data
Domain > Implementation for Data Domain
Framework Services > Shared Content: All
Implementation Data Domain Framework
Services

®
Complete Data Domain Pre-engagement Questionnaire Available on Powerlink (powerlink.emc.com
(DDPEQ). PATH: Home > Services > SPD TS Kits and
Domain >
Implementation for Data Domain Framework
Services > Shared Content: All
Services
Document proposed architecture and solution design. EMC Visio stencils available Powerlink
(powerlink.emc.com)
Tools > Visio Stencils
Model Number: PS-COP-DDDIG

03/22/13 Page 1
Provide CxP Sales Order Information. Available on

http://csapps.isus.emc.com/cstonsite/

Provide EMC Backup System Sizer (EBSS) Output.
PATH: Home > Products > Software A-B>
Avamar > Sales Tools
Testproposed
Create Procedures to implement Plan solution. Procedure Generator Tool (DDPG) can be
downloaded from Powerlink
(powerlink.emc.com)
Tools > Procedure Generators > Avamar
Procedure Generator
Prepare a Test Plan specific to the Data Domain setup,

including connectivity.
PATH: Home > Services > SPD TS Kits and
Domain > Implementation for Data Domain
Framework Services > Shared Content: All
Services
Share captured information with EMC. This can be done through Email/FTP as specified
Participate in Review Meeting with EMC and document

feedback.
Inputs from EMC will be used to refine the design
and implementation plan to ensure adherence to
EMC Best Practices.
Post-implementation Phase
Generate Auto support (ASUP) output Output can be uploaded to:

https://my.datadomain.com
Update Test Plan with details of actual tests performed. Available on Powerlink
(powerlink.emc.com)
PATH: Home > Services > SPD TS
Kits and Service Offering Index > TS
Kits > Data Domain >
Implementation for Data Domain
Framework Services > Shared
Content: All Implementation Data
Domain Framework Services
Complete and update Configuration Guide with implementation

details.
Data Domain Configuration Guide
Generator (DD CGG) is available at:
https://my.datadomain.com

Guidance for Data Domain
03/22/13 Page 2
Share documents and configuration outputs with EMC. This can be done through email/FTP
as specified in Rules of Engagement.
Participate in Review Meeting with EMC and document feedback. Inputs from EMC will be used to refine
the Data Domain configuration as
required.
Test Plan

Guidance for Data Domain
03/22/13 Page 3
RecoverPoint Guidance Checklist
Checklist

RecoverPoint
Introduction
This document is provided to guidelines to <Partner Name> on data gathering requirements and tools for this the
EMC® Cooperative Design and Implementation Guidance for RecoverPoint™. This will help ensure that EMC
personnel have receive necessary information.
The sections that follow include questions about your specific data environment.
Engagement Initialization
Table 1. EMC Cooperative Design and Implementation
Guidance for RecoverPoint - Initialization
Complete Owner Task Comments
Partner Review T.S. kit materials and service Review the Service Brief for the EMC
requirements. RecoverPoint Implementation for Unified
QuickStart to ensure scope coverage, and
include your own scope.
EMC Schedule and conduct a kickoff meeting Review the scope of the service and
with the partner SA. expectations and provide information on
required tools and documents to the
partner to prepare the required design.
EMC Ask partner to provide the documents for Partner should provide Configuration
pre-implementation guidance. Guide / NSD-S output, Remediation and
Performance Reports, Topology Diagram,
and Implementation Plan.
EMC Inform partner to provide the output data Partner should provide RecoverPoint logs,
and updated documents for post- VNX Array logs, and the updated
implementation guidance. Configuration Guide and Test Plan for
post-implementation guidance.
Model Number: PS-COP-RPDIG

03/22/13 Page 1
Checklist
Pre-implementation Efforts
Guidance for RecoverPoint – Pre implementation

Partner Gather customer environment configuration and Visio diagram of the RecoverPoint
®
diagrams. and VNX series environment to be
Note: EMCTest
Visio stencils created and supplied back to EMC.
Plan are available on
®
Powerlink .
Partner Execute the NSD utility to prepare the The NSD utility is used to generate
Configuration Guide to be used for the Configuration Guide that will be
implementation. used for implementation
Partner Prepare the Implementation plan, topology Prepare design and plan for
diagram, and Configuration Guide per the implementation of the service.
scope defined in the Service Brief.
EMC Documents to be received from partner for pre- The following documents are to be
implementation design guidance: received for design guidance.
NSD Output/ Configuration Guide
(RecoverPoint and VNX)
Remediation and performance reports
Implementation plan
Proposed Test Plan
Topology diagram
ESRS connectivity considered

EMC Review the Configuration Guide on the The following items are to be verified
proposed architecture. The list of design by EMC.
guidelines:
Local replication configuration
Remote replication configuration
Concurrent local and remote replication

configuration
VNX splitter configuration
Host based splitter configuration
Consistency Groups configuration
LUN provisioning in design
SAN switch configuration details
ESRS details considered in the design

document
EMC Schedule design review meeting with partner Schedule meeting to review design
and provide feedback and guidance. and provide feedback and guidance
to partner.
Partner Partner starts and completes the The partner starts and completes the
Implementation. implementation.

Implementation Guidance for RecoverPoint
03/22/13 Page 2

Post Implementation Efforts
Guidance for RecoverPoint – Post-implementation

Partner Prepare the updated Configuration Partner prepares the updated Configuration
Guide and Test Plan documents post Guide and Test Plan documents after the
implementation. implementation.
Partner
Test Plan
Package the data collected. Package the data collected and send to the
FTP site.
Partner FTPs the files to secure location
VSD has communicated.
Note: When sending this file using FTP,
be sure to use binary format for
the file transfer.
Partner Sends the updated documents to EMC The updated documents are sent to EMC
for guidance. for guidance.
Partner Notify EMC resources that the dataset is Partner notifies EMC that dataset is
available for analysis. available for analysis and guidance.
EMC EMC checks for the following data
The following outputs and documents are
output and documents required for post-
required for guidance:
implementation guidance.
RecoverPoint logs and VNX Unified logs
Updated Configuration Guide
Updated Test Plan document
EMC EMC resources confirm to partner that

EMC resources download the data set from
data set is downloaded and started
FTP location and start analysis of the data.
analysis.
EMC Provides guidance for the Implementation done by partner is
implementation by checking the array checked:
output and updated documents sent by
partner.
Local replication configured
Remote replication configured
Concurrent local and remote replication

configured
VNX splitter configured
Host based splitter configured
Consistency groups configured
LUN provisioning as per design
SAN switch zoning configured

®
Unisphere Service Manager Installed
and configured
Verify the Test Plan results

03/22/13 Page 3
ESRS configured and tested
Was Proc Gen used and steps followed

for implementation?
EMC Schedule implementation guidance Schedule a meeting to provide
review meeting with partner. Provide implementation review feedback and
feedback and guidance. guidance to partner.
Test Plan

03/22/13 Page 4
VNX Guidance Checklist
Checklist

VNX
Introduction
This document is provided to guidelines to <Partner Name> on data gathering requirements and tools for this the
EMC® Cooperative Design and Implementation Guidance for VNX®. This document provides a pre-
implementation and post-implementation checklist for delivering the service. This will help ensure that EMC
personnel have receive necessary information.
Table 1. EMC Cooperative Design and Implementation Guidance for VNX Checklist
Partner Review TS kit materials and service Review the Service Brief for the EMC
requirements. Accelerate - VNX Deployment service
and/or EMC Accelerate - VNX FAST™
Deployment to ensure scope coverage,
and include your own scope.
EMC Schedule and conduct a kickoff meeting Review scope of service and expectations
with the partner SA. and provide information on required tools
and documents to partner to prepare the
required design.
EMC Inform partner to provide the documents Partner should be informed to provide
for pre-implementation guidance. Configuration Guide / NSD-U output,
topology diagram, and implementation
plan.
EMC Inform partner to provide the output data Partner should be informed to provide
and updated documents for post- array logs (SPCollect), updated
implementation guidance. Configuration Guide and Test Plan for
post-implementation guidance.
EMC Partner informed to provide the outputs Partner should be informed to provide
required for FAST Enablement guidance outputs for FAST enablement guidance.
Model Number: PS-COP-VNXDIG

03/22/13 Page 1
Checklist
Guidance for VNX – Pre-implementation Checklist

Partner Gather customer environment configuration and Visio diagram of the VNX series
diagrams environment to be created and
Note: EMCTest
Visio stencils supplied back to EMC.
Plan are available on
®
Powerlink .
Partner Execute the NSD-U utility to prepare the The NSD-U utility is used to generate
Configuration Guide to be used for the Configuration Guide that would
implementation. be used for implementation.
Partner Prepare Implementation Plan, Topology Prepare design and plan for
Diagram and Design Document (Configuration implementation of the service.
Guide) as per the scope defined in the Service
Brief.
EMC Receive documents from partner for pre- The following documents are to be
implementation design guidance: received for design guidance.
NSD-U Output/ Configuration Guide
Implementation Plan
Proposed Test Plan Document
Topology Diagram
ESRS Connectivity considered
EMC Review the Design Document (Configuration The following items are to be verified
Guide) on the proposed architecture. The list of by EMC.
design guidelines:
Disk Enclosure Layout
Disk Layout
IO Modules details
FC and iSCSI port details
RAID Group details
Storage Pool and Storage Pool LUN details
FOUR Storage Groups with Host and LUN
assigned details
Remediation Details for hosts
®
PowerPath details of hosts
SAN Switch configuration details
ESRS details considered in the design
document
Quality of Service Manager installation and
configuration plan
EMC Schedule design review meeting with partner Schedule meeting to review design
to partner.
Partner Partner starts and completes the The partner starts and completes the

Guidance for VNX
03/22/13 Page 2

Post-implementation Efforts
Guidance for VNX – Post-implementation Checklist

Partner Prepare updated Configuration Guide
Partner prepares the updated Configuration Guide
and Test Plan documents post
and Test Plan documents after the implementation.
implementation.
Test Plan
Partner Package the data collected. Package the data collected and send to the FTP
site.
Partner FTPs the files to secure location VSD has
communicated.
Note: Ensure that binary format is used for file
transfer through FTP.
Partner Sends the updated documents to The updated documents are sent to EMC for
EMC for guidance. guidance.
Partner Notify EMC resources dataset is Partner notifies EMC that dataset is available for
available for analysis. analysis and guidance.
EMC EMC checks for the following Data
The following outputs and documents are required
output and Documents required for
for guidance
Post-implementation guidance.
SPCollect
Updated Test Plan Document
EMC EMC resources confirm to partner
EMC resources download the data set from FTP
that data set is downloaded and
location and starts analysis of the data.
started analysis.
EMC Provides guidance for the Implementation done by partner is checked:
implementation by checking the
following array output and updated
documents sent by partner:
Network configured for the VNX (SP)
RAID 5 configured for the first

four/five drives on a single DAE
Hot Spare Drive configured for each
drive type
Four storage groups created, one for
each host
Remediation done on the attached
hosts
The hosts and the array are
connected to two SAN switches
SAN switch zoning configured for
multipathing
PowerPath installed and configured
on the hosts
®
EMC Unisphere host agents
configured on the hosts

Guidance for VNX
03/22/13 Page 3

Unisphere Service Manager Installed
and configured
Unisphere Service Manager- HA
validation tool installed and
configured
Check host to storage connectivity
(FC/FCoE/iSCSI)
Test Plan
ESRS configured and tested
Was proc gen used and steps

followed for implementation?
Up to four IO classes created for
demonstrating the capabilities
Created a policy for measurement
against a selected application
environment
EMC Schedule implementation guidance
Schedule meeting to provide implementation
review meeting with partner, provide
review feedback and guidance to partner.
feedback and guidance.

Guidance for VNX
03/22/13 Page 4
VPLEX Guidance Checklist
Introduction
This document allows us to collect information necessary to implement the EMC® Cooperative Design and
Implementation Guidance for VPLEX®.
Test Implementation
Table 1. EMC Cooperative VPLEX Plan Guidance Service - Initialization
Partner Review T.S. Service kit materials and Review the Service Brief for the EMC
service requirements. Cooperative Design and Implementation
Guidance for VPLEX to ensure scope
coverage, and include your own scope.
EMC Schedule and conduct a Kickoff meeting Review scope of service and expectations
with the Partner SA. and provide information on required tools
and documents to Partner to prepare the
required design.
EMC Inform Partner to provide the documents Partner informed to provide Configuration
for Pre-implementation guidance. Guide / NSD output, IMPL.BIN, Topology
Diagram and Implementation Plan.
EMC Inform Partner to provide the output data Partner informed to provide Array Logs
® ®
and updated documents for Post- (VNX /VMAX /third-party array), updated
implementation guidance. Configuration Guide and Test Plan or post-

Implementation Guidance for VPLEX
09/20/13 Page 1

Table 2. EMC Cooperative VPLEX Implementation Guidance Service – Pre implementation

Partner Gather customer environment configuration and Visio diagram of the VPLEX series
diagrams. environment to be created and
Note: EMC Visio stencils are available on supplied back to EMC.
®
Powerlink (Powerlink.emc.com).
Test Plan
Partner Execute the NSD utility to prepare the The NSD utility is used to generate
Configuration Guide to be used for the Configuration Guide that will be
implementation. used for the implementation.
Partner Prepare Implementation plan, Topology Prepare design and plan for
Diagram and Design Document (Configuration implementation of the service.
Guide) as per the Scope defined in the Service
Brief/s.
EMC Documents to be received from Partner for Pre- The following documents are to be
implementation Design Guidance: received for Design guidance
Configuration Guide
Implementation Plan
Proposed Document
Topology Diagram
EMC Review the Design Document (Configuration The following items are to be verified
Guide) on the proposed architecture. The list of by EMC.
design guidelines:
Design of single engine local VPLEX system
Details of two back-end arrays in configuration
Up to eight storage array ports used in the
Design/Configuration Guide
Details of up to hundred imported storage/LUNs
per array in configuration
Details of eight existing hosts in configuration
Design of one VPLEX volume per host
The hosts and the arrays connectivity to SAN
switches
SAN switch zoning configuration
EMC Schedule design review meeting with Partner Schedule meeting to review design
to Partner.
Partner Partner starts and completes the The Partner starts and completes the
Implementation. Implementation.
Post Implementation Efforts

Table 3. EMC Cooperative VPLEX Implementation Guidance Service – Post Implementation

Partner Prepare updated Configuration Guide Partner prepares the updated Configuration
and Test Plan document post Guide and Test Plan document after the

09/20/13 Page 2

Partner Package the data collected. Package the data collected and send to the
FTP site.
Partner FTPs the files to secure location
VSD has communicated.
Note: When sending this file using FTP,
be sure to use binary format for
the file transfer.
Test Plan
Partner Sends the updated documents to EMC The updated documents are sent to EMC
for guidance. for guidance.
Partner Notify EMC resources dataset is Partner notifies EMC that dataset is
available for analysis. available for analysis and guidance.
EMC EMC checks for the following Data
The following outputs and documents are
output and Documents required for post-
required for guidance.
Storage array output (VNX/VMAX/third-
party array)
Updated Test Plan Document
EMC EMC resources confirm to Partner that EMC resources download the data set from
data set is downloaded and started FTP location and starts analysis of the
analysis. data.
EMC Provides guidance for post- Implementation done by Partner is
Implementation by checking the Array checked:
output & updated documents sent by
Partner:
Designed single engine local VPLEX
system
Two back-end arrays configured
Up to eight storage array ports

configured
Up to hundred imported storage/LUNs
per array configured
Eight existing hosts configured for
VPLEX
Implemented one VPLEX volume per
host
The hosts and the arrays are connected
to SAN switches
SAN switch zoning configured
EMC Schedule implementation guidance Schedule meeting to provide

review meeting with Partner, provide implementation review feedback and
feedback and guidance. guidance to Partner.

09/20/13 Page 3
GLOSSARY
This glossary contains terms used in this manual.
A
AEC Affiliate Enablement Center
AH Analyzer Helper
APGSL Associate Partner Global Services Lead
ARS Authorized Return Service
ASP Authorized Service Provider
B
BCSD Business Continuity Solution Designer
BRS Backup and Recovery Solutions
BU Business Unit
C
CAL Customer Affected List
CAP2 CLARiiON Array Properties
CCA Change Control Authorization
CCC Celerra Configuration Collector
CIS Cloud Infrastructure and Services
CSM Customer Support Manager
CST Customer Support Technician
Glossary
CTA Cloud Tiering Appliance
CxP ChannelXpress
D
DCA Data Center Architect
DDCGG Data Domain Configuration Guide Generator
Disti EMC Distributor
DMR Direct Market Reseller
DOA Dead-on-Arrival
DRE EMC Data Reduction Estimation Tool
DxP DirectXpress
E
EBSS EMC Backup System Sizer
ELA E-Lab Advisor
EMP EMC Migration Planner
EOL End-of-Life
EOPS End-of-Primary Support
ESA EMC Security Advisory
ESRS EMC Secure Remote Services
ESVL Education Services Virtual Lab
ETA EMC Technical Advisory
F
FA Failure Analysis
Glossary
FAST Symmetrix FAST Value Calculator
FCO Field Change Order
FRU Field Replaceable Unit. A component that is replaced or added by service

personnel as a single entity.
G
GA General Availability
GS Global Services
GSL Global Services Lead
I
IDE Installation Delivery Engineer
IE Implementation Engineer
ILT Instructor-Led Training
IS Implement Specialist
IST Implementation Support Team
ITaaS IT as a Service
K
KB Knowledge base
KM Knowledge Maintenance
L
LAVA Licensing Authentication Validation and Authorization
M
MMC Monthly Maintenance Charge
Glossary
MR Mechanical Replacement
MRRF Mechanical Replacement Request Form
MSA Master Services Agreement

Master SubK Agreement
MWD Missing, Wrong, Damaged
MWDCC Missing, Wrong, Damaged Complaint Capture
N
NBD Next Business Day
NDA Non-Disclosure Agreement
NPI New Product Introduction
NSD-S Network Storage Designer - Symmetrix
NSD-U Networked Storage Designer - Unified
O
OEM Original Equipment Manufacturer
OILT Online Instructor-Led Training
OOR Out-of-Radius
P
P3 Professional Services Delivery Partner
P&T Product Technology Specific
PAWS Product Assurance Warranty System
PDM Partner Development Manager
PE Platform Engineer
Glossary
PGSL Partner Global Services Lead
PIM Partner Integration Manager (previously known as Partner Management

Office (PMO)
PM Partner Manager
PMO Program Management Office
PNT Partner Notification Tool
POM Partner Operations Management
PRM Partner Central (aka Partner Relationship Manager)
PS Professional Services
PSB Product Support Bulletin
PSC Partner Support Center
PSL Partner Support Line
PSQ Partner Services Quality
R
R Partner Remote Support Partner
RCA Root Cause Analysis
RCM Remote Customer Managed
RMA Return Material Authorization
RP RecoverPoint
RP Calc RecoverPoint Calculator
RPQ Request for Product Qualification

Request for Price Quotation
Glossary
RTF Return to Factory
S
SA Storage Administrator
SD Service Delivery
SE Service Enabled
SI System Integrator
SLA Service Level Agreement
SLO Service Level Objective
SM Service Managed
SMTP Simple Mail Transfer Protocol
SOI Service Offering Index
SoW Statement of Work
SP Service Provider
SPeX Services Partner Exchange, now called Services Partner Community
SR Service Request
SubK Subcontract Partner
SVC Solution Validation Center
SVF Solutions Validation Form
T
TA Technology Architect
TC Technical Consultant
TS Technology Solutions
Glossary
TSE Trackable Service Event
V
VAEC Velocity Affiliate Enablement Center. Now known as Affiliate Enablement
Center (AEC).
VAR Value Added Reseller
VDT VPLEX Deployment Tool
VILT Video Instructor-Led Training
VSQ Velocity Services Quality. Now known as Partner Services Quality (PSQ).
VSS Velocity Services Support program. Now known as EMC Services Support
Program.
W
WalkerLink An online survey tool
WBS Work Breakdown Structure
Glossary
INDEX
A usage 138, 235

AEC 218 CxP 48, 170
training 60 Configuration Cart 50
Affiliate Enablement Center (AEC) 218 configuration examples 50
AppSync Product Enablement 81 help 48
Ask the Expert Community 207 overview 48
Atmos Product Enablement 79 selecting a store 49
Avamar Product Enablement 76 usage 48
B D
Benefits and Requirements document 22 Data Domain
parts replacement 175
Product Enablement 75
C QS Product Enablement 74
CCA 114 Dead-on-Arrival (DOA) 203
overview 115 deployment 107
products that follow 115 letters 108, 151, 164
RecoverPoint 116 Distribution Program 254
Centera Product Enablement 80 onboarding 256
CertTracker 139 Partner entitlement 277
Champions Program 228 Partner Notification Tool (PNT) 279
application process 228 PRM reports 278
Champions calls 228 roles and responsibilities 257
content 230 scope 255
invitation 229 Welcome kit 261
prerequisites 229 Welcome letter 260
requirements 229 DLm Product Enablement 82
roadmaps 231 documentation
SPEED (Symm) 231 audience 17
USPEED (Unified) 231 comments 19
VSPEED (VPLEX) 231 conventions 18
Change Control Authorization (see CCA) 114 purpose 17
channel sales 25 related 17
ChannelXpress (see CxP) 48
core parts replacement 172
Customer Affected List (CAL) 201 E
Customer Support Guide 192 Education Services
customer surveys contacts 88
help 138, 236 documentation 142
overview 137, 235 Partner Education Catalog 142
setup 137, 235 Solution Provider Education Catalog 142
Index
portal 62 reselling and qualifying services 42

Virtual Lab (ESVL) 246 Service Offering Index (SOI) 38
Getting Started page 248 EMC Technical Advisories (ETA) 206
guiding principles 246 EMC Technical Support
Home page 247 responsibilities 193
overview 246 Service Request 194
E-Lab Interoperability Navigator 243 Enablement and Training
Email Home 123 AEC training 60
EMC business partner 24 certification exam 63
channel sales 25 certification requirements 62
Partner Services program 26 Distributor Product Enablement 275
EMC Channel Distributor 83 EMC Channel Distributor 83
EMC Community Network 207 EMC proven training 65
EMC Customer Support Guide 192 Implement Operations Module 84
EMC Distribution Program 254 Implement resource deployment process 101
EMC Guru Live 41 learning paths 62
EMC online support 188 maintaining skillsets 143
EMC Partner Skills Verification Sign-Off - managing training records 139
Implementation Engineer 250 NPI training 143
EMC Product Demo Center 238 practice exams 65
EMC Security Advisories (ESA) 206 Product Enablement 66
EMC Select 208 skills building 85, 102
EMC Services training levels 142
application process 98 training schedule 64
Benefits and Requirements document 22 Enablement Matrix 17
Certified Implement Program 99 engagement models 29
core documents 22 ESRS 45
eligibility and qualification criteria 31 Device Client 123
engagement models 29 Gateway Client 123
Foundations Implement Program 99 IP Client 123
Implement 22 partner installation 122
Onsite Support 22, 148 ESVL 246
paths to enablement 22
program goals 28
F
program overview 21
Failure Analysis (FA) 204
Remote Support 22, 148
Field Change Order (FCO) 122, 181, 200
support options 149
Customer Affected List (CAL) 201
EMC Services Partner Web 219
distribution 200
EMC Services Portfolio 36
hardware FCO 202
cooperative services 39
software FCO 201
custom service offerings 39
spare parts FCO 201
EMC Guru Live 41
Trackable Service Event (TSE) 202
Global Services Options for Solutions 38
Global Services Portfolio 36
installation and upgrade services requirements G
43 Global Services Catalog 18
qualifying services (scope) 41 Guidance Services 105
Index
via onsite PS engagement 107 O

virtual 106, 281 onboarding 98
Online labs 240
H Online Practical Labs 85
hardware issues 203 product family coverage 85
Dead-on-Arrival (DOA) 203 registration 86
Failure Analysis (FA) 204 online support 188
Mechanical Replacement (MR) 205 Onsite Support
Missing, Wrong, Damaged (MWD) 203 EMC support responsibilities 168
EMC technical support 168
Field Change Order (FCO) 181
I onboarding 150, 163
Implement and Support Services ordering products 170
Automation Tool 92 ordering spare parts 183
Resource Center 94 overview 162
Implement Operations Module 84 Partner responsibilities 165
Implement resource deployment process 101 remote connectivity 166
Implementation planning 111 support offerings 162
Implementation Program system replacement) 182
entry requirements 99 tool requirements 180
implementation planning 111 ordering products
onboarding 98 international orders 171
Procedure Generators 119 North American orders 171
project closure 127 overview 170
support 130 parts replacement options 172
Implementation support spare part ordering 170
calling for 130 ordering services
rules of engagement 131 ChannelXpress (CxP) 48
severity level 131 selecting a CxP store 49
Isilon Product Enablement 70
P
K partner
KB 191 partner types 24
KM 143 Partner Central (PRM) 139, 140, 278
Knowledge Base (KB) 191 Partner deployment 107
Knowledge Maintenance (KM) 143 Partner Education Catalog 142
Partner entitlement 217, 277
M Partner Management Office (see PMO) 32
Mechanical Replacement (MR) 205 Partner Notification Tool (see PNT) 134, 279
Missing, Wrong, Damaged (MWD) 203 Partner Portal
Web site 22, 213
Partner Resources
N Affiliate Enablement Center (AEC) 218
NetWorker Product Enablement 77 Champions Program 228
NPI training 143 EMC Services Partner Web 219
Partner entitlement 217
Index
Powerlink 215 training 134

Program Services Program Management Office usage 134
(PMO) 216 Powerlink 215
Services Partner Community 220 PRM 139, 140, 278
Partner responsibilities Procedure Generators 119
supportable configurations 191 overview 119
Partner Services program 26 products requiring EMC installation 120
Partner Services Program Management Office (PMO) usage 119
109 Product Demo Center 238
Partner Services Quality (PSQ) Program 137, 235 Product Enablement 66
Partner Skills Verification Sign-Off Form 249, 281 AppSync 81
Partner Support Atmos 79
EMC Customer Support Guide 192 Avamar 76
EMC online support 188 Centera 80
EMC Select 208 Data Domain 75
EMC Technical Support 194 Data Domain QS 74
EMC Technical Support Responsibilities 193 Distributor 275
Field Change Order (FCO) 200 DLm 82
hardware issues 203 Isolon 70
Knowledge Base (KB) 191 NetWorker 77
multi-vendor support 208 RecoverPoint EX/CL 73
Partner responsibilities 191 RecoverPoint SE 73
Partner Support Center (PSC) 189 Replication Manager 81
Partner training 151, 164 SourceOne 78
partner types 24 Symmetrix 71
out-of-radius support partner 26 VMAX 71
service delivery partner 26 VNX 69
service enabled partner 26 VNXe 68
service managed partner 27 VPLEX 74
subcontract partner XtremeCache 72
authorized service provider 27 Product Support
original equipment manufacturer 27 product advisories 206
preferred professional services delivery part- service lifecycle 198
ner 27 support communities 207
service provider 27 Product warranty, maintenance, and use rights 56
parts replacement Productivity resources
Data Domain 175 design 243
EMC core 172 Education Services Virtual Lab (ESVL) 246
Return to Factory (RTF) 176 E-Lab Interoperability Navigator 243
PMO 109, 216 EMC Product Demo Center 238
contact 32 Online labs 240
support functions 32 Solution Validation Center (SVC) 244
PNT 134, 279 vLab 241
example Program Resources
VNX install 135 Partner Resources 212
overview 134 Productivity Resources 237
report 128
Index
Program Services Program Management Office (PMO) software 18

216
project closure
S
best practice 127
Service Enablement 46
customer surveys 129
service lifecycle
handling customer problems 129
on Powerlink 198
Implementation hand-off 128
on Services Partner Web 198
PSC 189
Service Offering Index (SOI) 17, 38
points of contact 190
Service Request
PSQ Program 137, 235
confirmation 196
escalating 197
R managing 197
RecoverPoint EX/CL Product Enablement 73 opening 195
RecoverPoint SE Product Enablement 73 prerequisites 195
remote connectivity 122, 166 response times 194
Email Home 123 severity levels 194
EMC Secure Remote Support landing page 122 telephone points of contact 196
ESRS - Device Client 123 Services Partner - Implementation Operational Tools
ESRS - Gateway Client 123 and Process Training Module 102
ESRS - IP Client 123 Services Partner Community 33
help 126 best practices 222
Partner ESRS Installation 122 following 221
types 123 Implement and Support Services sub-space 224
via ConnectEMC 166 accessing 223
via email 166 overview 220
via ESRS 166 Web site 33
via modem support 167 Services Partner Web 219
WebEx 123 Services Scorecard 141
Remote Support site planning
hardware break/fix 155 backup and recovery pre-sales qualifiers 114
L0-L3 support 154 preparation checklist 116
onboarding 150, 163 site requirements example 118
overview 148 warranty implications 117
part logistics 155 skills building 85, 102
partner responsibilities 152, 153 deployment 107
install and implementation 152 Education Services contacts 88
purchasing product 152 enablement requirements 102
remote connectivity 153 Guidance Services 105
remote monitoring 155 Online Practical Labs 85
support offering descriptions 154 Partner self verification 107
technical support 152 Services Partner - Implementation Operational
Replication Manager Product Enablement 81 Tools and Process Training Module 102
Request for Product Qualification (RPQ) 54 skills verification completion paths 104
Resource Center 94 software
Return to Factory (RTF) parts replacement 176 download and licensing 121
revisions Solution Provider Education Catalog 142
hardware 18 Solution Validation Center (SVC) 244
Index
SourceOne Product Enablement 78 VPLEX Product Enablement 74

spare parts VSPEED (VPLEX) program 231
FCO 201
International orders 184
W
North American orders 183
WebEx 123
order preparation 183
SPEED (Symm) program 231, 232
SVC 244 X
Symmetrix Product Enablement 71 XtremeCache Product Enablement 72
T
Tool Shed 112
Tools 112
General 113
help 114
overview 112
setup 113
Tool Shed 112
use 113
Trackable Service Event (TSE) 202
training
deployment letters 151, 164
L1 support 151, 164
L2 support 151, 164
levels 142
partner 151, 164
records
CertTracker 139
managing 139
Partner Central (PRM) 139
Services Scorecard 141
TS Kits 17, 46, 111
building EMC Services partner offerings from 47
Configuration Guide 111
critical documents 111
Practitioners Guide 111
Test and Acceptance 111
U
USPEED (Unified) program 231, 232
V
vLab 241
VMAX Product Enablement 71
VNX Product Enablement 69
VNXe Product Enablement 68

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EMC Services Partner

EMC Confidential - Employee and Partner Use Only

Published January, 2014

2 EMC Services Partner Handbook

Chapter 1 EMC Services Program Overview

Chapter 2 Selling and Delivering Services

ChannelXpress (CxP) - Ordering System ................................... 48

Chapter 3 Enablement and Training

What’s Next ................................................................................... 89

Chapter 4 Implementation Program

NPI Training ........................................................................... 143

Chapter 5 Remote Support Program

Chapter 6 Onsite Support Program

EMC Technical Support ................................................................ 168

Chapter 7 Partner Support

Missing, Wrong, Damaged (MWD) .......................................... 203

Chapter 8 Program Resources

Appendix A EMC Partner Skills Verification Sign-Off Form

Appendix B EMC Services Distribution Program

Onboarding Low-Touch Focused Partners............................... 256

Appendix C EMC Virtual Guidance Services

1 Partner Portal Landing Page ........................................................................... 23

39 Implement Resource Deployment Process.................................................... 101

1 EMC Business Partners .................................................................................. 24

Note: This document was accurate at publication time. Go to Powerlink

◆ Global Services Catalog

Software and Hardware Revisions

Conventions used in this document

Note: A note presents information that is important, but not hazard-related.

[] Square brackets enclose optional values

Partner Portal Web Site

Figure 1 Partner Portal Landing Page

EMC Confidential - Employee and Partner Use Only Introduction 23

Table 1 EMC Business Partners

Reseller Onboard Process Overview

Note: This application process does not apply OEM Partners.

EMC Business Partner - Channel Sales Overview

EMC Confidential - Employee and Partner Use Only Partner Types 25

EMC Business Partner - Partner Services Program

Out-of-Radius Support Partner

Service Enabled Partner

Service Delivery Partner

Service Managed Partner

Authorized Service Provider (ASP)

Preferred Professional Services Delivery Partner (P3)

Original Equipment Manufacturer (OEM)

EMC Confidential - Employee and Partner Use Only Partner Types 27

EMC Services Engagement Models

Figure 2 EMC Services - Service Business Models

Resell EMC-Delivered Services

◆ Increase profitability by providing customers with quality services options

Partner-Delivered EMC Services

Jointly-Delivered Cooperative Services

Eligibility and Qualification Criteria for Service Delivery

Partner Management Office (PMO)

Services Partner Community

Positioning the EMC Services Portfolio

EMC Global Services

EMC Global Services Catalog

Figure 3 EMC Global Services Portfolio

EMC Global Services Options for Solutions

Figure 4 EMC Global Services Options for Solutions

Service Offering Index (SOI)