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Upgrading Product Operating Environment with Remote Proactive Services



First off you’re going to think – “Hold on a second, what exactly is Product Operating Environment”. You might need to head over to Product Warranty and Services Descriptions for a refresher but in more specific terms it’s your Symmetrix Microcode, Isilon OneFS, VNX Block/File OE, VPLEX GeoSynchrony etc. Referred to in many contracts as ‘Core Software’ or more informally as product ‘Code Upgrades’. Aside: I highly recommend reviewing the Target Codes and Adoption Rates on Online Support.

Ok, now you get it but next question is Who/What is Remote Proactive Services right? Well, those who’ve been around for a while might remember us as RCM but if you don’t then not to worry, In a nutshell Remote Proactive Services is an EMC Customer Service team that specializes in performing core software upgrades remotely, offering the service for a significant part of the EMC product portfolio – Symmetrix, VMAX3, VNX, VNXe, Isilon, XtremIO, VPLEX, Recoverpoint, Clariion, Celerra, Avamar, AER, Connectrix, Centera and ESRS.

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Look out for an Ask The Expert  event in early 2016 where we aim to give you much more information on our team and services we provide. Until then, here’s some information I’m sure you’ll find useful and if you do have any questions then please leave a comment below.

Expand your upgrade options with Remote Proactive Services

  • Convenient, controlled alternatives for implementation of planned system or environment changes
  • Product-focused upgrade experts with in-depth knowledge of the latest releases and procedures
  • Comprehensive pre- and post-upgrade steps performed to ensure accurate and complete execution
  • Automated scheduling and reminders to coordinate timing and named resources
  • Availability 24x7x365
  • Safe and secure change activities conducted by experienced professionals
  • Comprehensive, three-phased approach to each event
  • Efficient controlled scheduling and execution to minimize downtime
  • Increased ability to free up IT staff and focus on strategic business requirements

EMC’s Remote Proactive Services Global Presence

  • Direct service presence in 5 countries
  • 90,000 upgrade activities per year
  • Coverage in all major geographies
  • Supporting 14 Languages

Engaging Remote Proactive Services

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Joe Barry

EMC Remote Proactive Manager

Follow us @EMCsupport

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