Support Best Practices Drive Customer Value

EMC is recognized for its best practices in customer support services by the SSPA. ...

... "To win the STAR award, EMC had to demonstrate proven innovation in support staff practices with tangible business and customer benefits. The areas evaluated by the SSPA included staff development and training, talent retention, customer impacts and business impacts. " ...

Via EMC: Top-Quality Customer Service and Support

Five-9s Availability Achieved Through Six Sigma Discipline

EMC uses Six Sigma methodology to drive availability improvements in its products to five-9s performance levels. ...

... "Traditionally, only high-end storage systems designed for the most mission-critical applications have delivered Five 9s availability. EMC designed an entirely new midrange architecture - UltraScale - to deliver the highest levels of availability in affordable, scalable and easy-to-use systems that meet a wide range of storage needs. Over the past year, EMC utilized a comprehensive Six Sigma-based approach to track and calculate availability metrics of both the Fibre Channel and Fibre Channel/iSCSI versions of the EMC CLARiiON CX3 UltraScale systems, including a thorough analysis of the root cause of unplanned customer system downtime whether hardware, software or process-related. " ...

Via EMC: EMC Clariion CX3 Ultrascale Systems Achieve Highest Midrange Storage Availability and Quality Benchmark