Can u please let me know how your 24/7 service works for customer service
HDS operates 3 support-centers around the globe. San Diego,USA - London, UK and Sydney Australia. If your equipment or software is under an active maintenance agreement and you have difficulties with it from a technical side (ie the product does not work as described or the problem is beyond the troubleshooting guidelines in the various manuals) you can call the Global Contact Centre which operates 24x7x365. A service request will be opened and someone from level 1 tech-support will contact you to try and resolve the problem. Based on your contract agreements this might have a shorter or longer response time.
If the problem is severe and/or requires in-depth technical knowledge across multiple practices (arrays, software, operating systems, connectivity) the case is likely escalated to one or more Level 2 support engineers who will work towards resolving your problem. These are also the people who have direct contact to engineering and/or 3rd party vendors if required. On high severity cases the problem will be worked on 24x7 where at the end of business hours on each geography (Americas,APAC,EMEA) it will be handed over to an engineer in the next geo. This is called FTS (Follow the Sun).
Be aware that none of the people in tech-support are able to help with any commercials like contract adjustments etc. You will ALWAYS need to contact your HDS sales representative or HDS partner from whom you've purchased the equipment or software. Another thing tech-support is unable to help you with is licenses. Only in high severity cases tech-support may be able to provide an emergency license to an HDS field engineer but they can never provide permanent or evaluation licenses. This also should be sought via the sales-channel.
Hope this explains it a little.
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