Ask the Expert: Using EMC Online Support proactive services and company administration

All EMC Customer Service/Technical Support employees have the administrator privilege allowing them to manage contacts and sites.

As an added tip - for customers: A quick way to tell if you are an administrator of your company is to navigate to the company administration tool (support.emc.com > Service Center > View and Manage Company Administration)  If you are an administrator of your company, you will see the word “Administration” above the My Profile tab. If you do not see this, that means you have not been given this privilege, and will need to request it by sending a message to support@emc.com

Once you are ready, we also have a detailed user guide to help you navigate through the company administration tool!

https://community.emc.com/docs/DOC-29284 

Hi, currently we do not offer the capability to search historical Service Requests, however this is on our roadmap.  However, if there is any documentation that exists - KB articles, White Papers, troubleshooting guides, etc - that document known issues with vendor products or interoperability, they would be available to you through either the Support by Product pages or through Search.  Hope that helps!  Thanks!

Hi Eric, I believe you may be referring to the “dial home – alternate” role. We do recommend a maximum of 3 per site. Also, below you will find the full list of roles that an administrator can choose from to set up a contact as. These definitions will also display when using the change role function.

Relationship Roles

·         Authorized Contact – Enables service request management functionality as well as access to software downloads if the contact is Online Support (Web) enabled.

·         Third Party Contact - For contacts such as consultants, enables service request management functionality and software downloads access on your organization’s behalf if the contact is Online Support (Web) enabled.

Dial Home Roles

·         Dial Home - Primary – First point of contact for EMC relating to product dial home service requests. (1 per site, required)

·         Dial Home - 24 Hour Contact - 24x7 [24/7] or off-hour contact for product dial home service requests used if the Dial Home Primary can’t be reached.  (1 per site, optional)

·         Dial Home - Alternate Contact - Secondary contact(s) for product dial home service requests used if Dial Home - Primary can’t be reached. (maximum 3 recommended)

Yes I was referring to the "Dial Home - Alternate" role...thanks for the info. In follow-up, when changing a role, why are some roles not available for selection? 

Hi Eric, this is because some Roles are mutually exclusive. For example, a person cannot be both an employee (Authorized Contact) and an external consultant (3rd Party Contact) for the same site.  Similarly, Dial Home roles should be mutually exclusive. For example, a person should not be a Dial Home - Primary and a Dial Home - Alternate for the same site. However, a user could have both a Relationship role (Authorized Contact or 3rd Party Contact) and a Dial Home role (Dial Home - Primary etc) for the same site.

In regards to the capacity usage feature; what is the frequency that this parameter gets refreshed or updated - Daily / Weekly / Monthly?

Hi Hien, no you will not be able to assign site administrators. That will still have to go through the support@emc.com distribution list. We do have plans on implementing this in the future where customers can request admin rights with their current administrator. This functionality will allow company administrators the option to deny or approve request.

Hi Hien, great question - the Capacity data is information gathered from the Connect Home files that we receive from the product.  Therefore the values in the Capacity column will be as current as the most recent dial-home from the product.  We display the last Connect date in the My Products table as well, which will give you a good indication of how recent the data is.  Thanks!

Hi Stephanie,

How can we find more details on the recent release?

hi,

I received this question from the field:

For Company Admin: How are a parent and a subsidiary company handled? Does the parent company manage the accounts for the subsidiary or is the subsidiary managing only their own accounts?  What exactly is the process, any formal document we can pass to the customers?

thx

Another Question:

For Company Admin: Can you change the email address for any of the contacts? including the master admin and the site admins?

thx

Another question posted on behalf of a senior field engineer:

"We frequent encounter issue when use IE to access support.emc.com KB and it report security issue. When we try other’s browser, e.g. chrome, Firefox have no issue. We have contacted IT for help but just suggest to IE cache and retry, it sometime work but sometime not work. I have attached the IE version for your reference. Please help to report this to corporate to further improve this. Thanks  a lot."

thx

Hi Katherine, great questions - I'll try to cover them all here:

1.  Regarding subsidiaries and parent companies in Contact Administration - Companies are tied to a unique ID, and are associated to a company hierarchy. If the subsidiary company is included in that hierarchy in our databases, then the user would have access to manage contact details as they would for any other site.  If it is not represented in the hierarchy, and should be, the support@emc.com team can investigate and update the details as needed

2.  Changing email addresses:  No, a company admin cannot change the email address or the phone number. This request would have to be submitted to our team here through the support@emc.com mailbox. We do not allow company administrators to change the contact information. If a customer wanted a new email address, they should submit a request, or re-register under the new email address. We expect this functionality to be available in a future release.

3.  Salesforce access issue:  Thank you for letting us know about this, I'll do some investigation and let you know what I can find out.

Thanks again for the questions!

Hi, for more information on the latest release, please see the overview documentation posted in the Your Support Experience forum here:  November 2013 Online Support Experience Releases Overview  This should provide you with a good summary of the new features that were released, and if you have any questions, feel free to come back here and ask!  Thanks!