Storage Clips: EMC overhauls customer service Staff

Daily compilation of storage news:

EMC overhauls customer service
EMC Corp. announced several new support services based on customer input. The new capabilities are:

  • EMC WebSupport, an online service tool that allows users to identify, diagnose and resolve technical issues. The help ticket system will allow users to open and submit cases and questions online 24/7 to EMC support engineers. EMC WebSupport is also integrated with EMC Knowledgebase FAQ. Available immediately.
  • A software-based version of the EMC Data Erasure Service enables certified deletion of data on retired or repurposed disk drives in EMC Symmetrix or in some IBM and Hitachi mainframe systems. Available Q1 '06.
  • Next-generation EMC Secure Remote Support Gateway, an IP-based version of EMC's remote system monitoring. Available Q1 '06.
  • EMC Secure Select for Government Service aimed toward public-sector customers with specialized technical support, troubleshooting and repairs. Available Q1 '06.
  • Three supplemental EMC Software Support Services, fee-based direct technical support and on-site expertise for EMC ControlCenter, EMC NetWorker or EMC Documentum software. Available Q1 '06.
  • A new customer support center at EMC headquarters in Hopkinton, Mass. This center is part of a network of similar EMC centers located
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