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Storage Clips: EMC overhauls customer service

EMC announced it will add several new support services, most of which will become available in Q1 '06.

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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 in Duluth, Ga.; Alexandria, Va.; Cork, Ireland; Tokyo; and Sydney and Melbourne, Australia.
  • Click here for more information about EMC Customer Service .

    Medical records domain launches
    On the heels of the recent passing of the Senate's "Wired for Health Care Quality Act" (S. 1418), the first major step of moving towards the goal of an electronic health system, will wire Americans for free to the first comprehensive on-line medical records storage system and on-line safe deposit box.

    The company also announced that it will seek government grants and private-public partnerships to continue to offer free access to its database; in passing S. 1418, the Senate allocated nearly $1 billion through 2010 for such grants.

    DataCore announces healthcare customers
    DataCore Software announced the recent addition in Germany of 15 new hospitals and medical centers using DataCore storage virtualization products. DataCore also reported its base of healthcare users continues to grow with the addition of new deployments and upgrades at a number of hospitals, including NewYork-Presbyterian Hospital, Moorfields Eye Hospital, Indiana's Community Health Network, Oxford Radcliffe NHS Trust and China's Xinjiang People's Hospital, among others.

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