Support Options for EMC Products

Select the Support Option that best meets the needs of your organization and your particular information infrastructure.

• Premium Support — Gain the fastest and most comprehensive level of support, which delivers 7x24, same-day and onsite support for data centers around the globe where real-time response to outages and rapid onsite dispatch are essential to your business operations.
• Enhanced Support — Count on 24x7 remote support and access to EMC's global network of support centers for troubleshooting and serviceability tools that empower you to perform routine parts replacement.
• Basic Support — Choose this value-based option for non-mission critical environments where remote support meets your needs and enables your team to perform straightforward parts replacement.

Three levels of support—Basic, Enhanced, and Premium—enable you to choose the level of support that is right for your business needs.

Support Levels
Feature	Basic	Enhanced	Premium
Remote technical support	Business hours	24x7	24x7
Secure remote support
Hardware onsite service coverage & response		Next business day	24x7
Parts delivery	Next business day	Next business day	4 hours
Parts replacement	Customer*	Customer*	EMC
Critical escalation case management & emergency response