OneCommand Vision Technical Support FAQ

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					   OneCommand Vision Technical Support                                                                                                                                                FAQ


                        Emulex OneCommand Vision Technical Support
                                         Frequently Asked Questions (FAQs)
                                                               Audience: End-User, Americas


        Support Offerings ..................................................................................................................................2
             1.    What technical support is available with OneCommand Vision?...........................................................................2
             2.    Are professional services available for OneCommand Vision? ..............................................................................2
        Purchasing a Maintenance and Support Contract ..................................................................................2
             3.    What is the cost of a OneCommand Vision support contract? ..............................................................................2
             4.    Who should I contact to purchase a support contract? .........................................................................................2
        Contacting Emulex Technical Support....................................................................................................2
             5.    How can I contact Emulex Technical Support?.......................................................................................................2
             6.    What is the Customer ID? ......................................................................................................................................2
             7.    What are the hours of Emulex Technical Support? ................................................................................................2
        Software Updates and Upgrades ...........................................................................................................3
             8.    Are software updates included with OneCommand Vision support? ....................................................................3
             9.    How do I access software updates and upgrades? ................................................................................................3
        Technical Support Contract Renewal .....................................................................................................3
             10. How will I be notified of renewal for my support contract? ..................................................................................3
             11. Can I renew my support contract after my renewal date has passed? ..................................................................3
             12. I will be buying software throughout the year. Can I prorate my support agreement so that I can have one
                 master support agreement that covers all my servers?.........................................................................................3
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   OneCommand Vision Technical Support                                                                                          FAQ


        Support Offerings
                   1.   What technical support is available with OneCommand Vision?
                        Technical support is available via the telephone, email and Web for customers who have purchased
                                                                                                   1
                        the Emulex OneCommand Vision solution and first year of technical support . Renewal contracts for
                        Technical Support are available on an annual basis.

                   2.   Are professional services available for OneCommand Vision?
                        Yes. OneCommand Vision Professional Services are provided by Emulex channel partners. For more
                        information, contact your reseller.

        Purchasing a Maintenance and Support Contract
                   3.   What is the cost of a OneCommand Vision support contract?
                        Customers who have purchased the OneCommand Vision product from a reseller should contact their
                        reseller for Emulex technical support and maintenance pricing.

                   4.   Who should I contact to purchase a support contract?
                           Customers can purchase the OneCommand Vision product and the Emulex support contract from
                           a reseller, or call Emulex Sales at 877-359-3263.

        Contacting Emulex Technical Support
                   5.   How can I contact Emulex Technical Support?
                        •   By telephone: 800-854-7112 or 714-885-3402
                        •   By email: tech.support@emulex.com or complete a Technical Support Request Form
                        •   By the Web: Register for Online Customer Support to take advantage of our personalized online
                            support capabilities.

                            Customers should have their Customer ID ready to provide before contacting the Emulex
                            Technical Support group.

                   6.   What is the Customer ID?

                        The Customer ID is sent via email—included with your software entitlement code—to your
                        company’s primary contact (as identified on the contract with your reseller). It is the number we use
                        to identify your organization and ensures that your call is appropriately prioritized in the support
                        queue. Your Customer ID is limited to two contacts within your organization who may need to
                        contact Emulex Technical Support.

                   7.   What are the hours of Emulex Technical Support?
                        Emulex Technical Support is available 24/7, 365 days a year.
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        1
            First-year maintenance and support for OneCommand Vision is mandatory.
   OneCommand Vision Technical Support                                                                                    FAQ


        Software Updates and Upgrades
              8.   Are software updates included with OneCommand Vision support?
                   Yes. Customers who purchased software support from their reseller are entitled to software upgrades
                   and updates. Upgrades include major functionality (i.e., 1.2, 1.2, 2.0). Updates include minor
                   functionality, patches and bug fixes (i.e., 1.0.1, 1.0.2, 2.0.1). If a product support contract expires,
                   customers will not receive notification of upgrades and updates.

              9.   How do I access software updates and upgrades?
                   Customers who are under a product support contract have access to software and documentation
                   downloads from http://www.emulex.com/support/support.jsp.

        Technical Support Contract Renewal
              10. How will I be notified of renewal for my support contract?
                   Emulex will send a Contract Renewal Notice to customers 90, 60, and 30 days before the contract
                   expires. Contracts are renewed with the original reseller who sold OneCommand Vision to you.

              11. Can I renew my support contract after my renewal date has passed?
                   All support agreements must be renewed with your reseller prior to the contract expiration date. If
                   the renewal is made after the contract has expired, customers will be assessed a support lapse
                   penalty.

              12. I will be buying software throughout the year. Can I prorate my support agreement so that I can
                  have one master support agreement that covers all my servers?
                  Yes. Prior to the anniversary of the first support contract renewal date, all other support contracts
                  can be collapsed into one master support agreement.
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DOCUMENT INFO
Description: Contract Technical Support Renewal Notice document sample