:: Computer World W.L.L. ::


	Home ServicesStorage Management

eSupport

VERITAS offers a range of electronic support channels that ensure you always have access to important technical information. There's no easier way to increase the success of your technology investment.


	Direct Support :
For use with VERITAS Backup Exec™ for Windows Servers™ VERITAS DirectAssist makes it easier than ever to support your Backup Exec for Microsoft Windows environment. DirectAssist gives you the ability to diagnose and resolve many issues yourself; open and manage your support cases; and securely communicate key diagnostic information back to VERITAS Technical Support for accurate and timely issue resolution. Learn more about this powerful support tool.

	Web KnowledgeBase :
The VERITAS Web KnowledgeBase is the place to go with questions about VERITAS products. This searchable database provides customers with quick and easy access to thousands of technical notes, articles and documents written by storage management experts.

	Support Newsgroups :
Our support newsgroups can help a customer streamline their environment by allowing them to exchange tips and techniques about VERITAS products. Customers can share and gain expertise by utilizing one of the more than 50 different product solution-specific newsgroups.

	Moderated Support Forums for Backup Exec for Windows Services :
Post your issue and get answers from other technical professionals and from VERITAS Technical Support Engineers. Support for all Backup Exec 9.x and 10.x for Windows Servers releases is currently available.

	Email Notification :
Stay up-to-date on the VERITAS technical news with virtually no effort. Subscribe to our E-Mail Notification Service, selecting from one or more of the 36 subject areas, and receive the latest information on known issues, latest patches and updates direct to your desktop.

Incident Support

Available worldwide for the Backup Exec and Execview products, VERITAS Incident Support gives you maximum flexibility when purchasing support. Purchase support for a single incident, on an as needed basis, or in packs. In all cases, you have access to telephone support during regional business hours, or 7x24, depending upon the type of incident purchased, until your issue is resolved or closed.

Incident Packs :

VERITAS Technical Support Incident Packs are offered as a convenient and cost-effectiveness support option. These packs of five or ten incidents can be purchased at any time and, if desired, distributed to LAN administrators. Incident packs expire one (1) year from the date of purchase.

To purchase VERITAS Incident Support, contact your Computer World representative.

Computer World has an established team dedicated to and specializing in contract-maintenance support services. The Computer World contract-support team facilitates the process between our customers and multi-vendor. Computer World has a strong relationship with its partners, and communicates daily to help take care of our customers. This team provides the customers a single point of contact for managing multi-vendor hardware and software support contracts.

Our maintenance and support contract services also includes

Problem Resolution Services(7*24)

Through a team of dedicated and experienced storage professional providing first line of services to resolve technical issues when needed.

Account Management Services

When the vendor support level includes the services of an account manager, such services are kept intact. All aspects of the direct relationship between our customers and the vendors remain the same; Computer World only augments these services.

Warranty Support Services

For Dell | EMC storage products, we provide Gold Support, you get the 7x24 rapid response and resolution of complex issues you need to help maximize system performance during the warranty period. Plus, you control escalation priority severity levels and have access to a Gold Technical Account Manager who organizes and actively manages resolution of critical incidents.

With Dell Gold Enterprise Services, you can rest assured that you have the support you need to match your priorities. Offered with Dell | EMC storage systems, Gold Enterprise Services are designed to keep your systems up and running with 7 x 24 remote and on-site services. Other features of this GOLD Support Service include:

Account Management

	Crisis and dispatch management via the Dell Support Center
	Customer-determined severity level
	Technical Account Manager (TAM) for rapid resolution and escalation management of critical issues
	Firmware change notification

Phone Support

	Toll-free direct access to Gold Enterprise Expert Center-7 x 24 x 365
	Operating system and firmware support
	Complex issue resolution
	Configuration assistance
	Collaborative support with third-party vendors
	Case management

On-Site Support

	Emergency on-site dispatch
	Master Dell-certified system experts
	7 x 24 four-hour on-site response with six-hour repair service

For Qulastar and Dell tape storage products, we provide normal business day warranty support services. Our storage support team serves as a dedicated resource for solving storage hardware technical issues. They can be reached 8:00 AM to 1:30 PM Saturday through Wednesday and on Thursday from 8:00 AM to 1:00 PM, by calling (973) 17293 493. Our customers can choose to sign enhanced warranty support and services for 7x24 services with four-hour on-site response with six-hour repair service.

Computer World Advantage

Computer World Storage Management Practice can help you

	Mitigate system downtime
	Protect revenues
	Build customer relationships and consumer confidence
	Reduce cost exposure due to missed SLAs or non-compliance to regulatory requirements

Computer world offers you number of benefits associated with these services

	Industry leading hardware and software storage integration
	Solutions that capture, store, manage and protect your data
	Extensive industry experience and project know-how to accelerate implementation and time to market