PanSelect Services Brochure

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Today’s business users are leveraging more sophisticated applications to drive new levels of innovation and growth. As a result, these applications are commanding an ever-increasing appetite for data storage capacity and systems performance. IT managers continue to allocate significant resources to design, manage, and support their storage infrastructures. Far too often, many users discover that their traditional storage solutions place a greater need for staffing and capital resources.

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PanSelect Services Brochure

  1. 1. Accelerating Time to Results TM PANSELECT GLOBAL SERVICES© 2007 Panasas Incorporated. All rights reserved. Panasas, the Panasas logo, Accelerating Time to Results, ActiveScale Failover, ActiveRAID, ActiveScale, ActiveStor, DirectFLOW, DirectorBlade, MyPanasas, PanActive, PanFS and StorageBlade are trademarks or registered trademarks of Panasas, Inc. in the United States and other countries. All other trademarks are the property of their respective owners. Information supplied by Panasas, Inc. is believed to be accurate and reliable at the time of publication, but Panasas, Inc. assumes no responsibility for any errors that may appear in this document. Panasas, Inc. reserves the right, without notice, to make changes in product design, specifications and prices. Information is subject to change without notice. 6520 Kaiser Drive, F remont, CA 94555 Phone: 1-888-PANASAS | F ax: 510-608-4798 | www.panasas.com (Annual Subscription Basis) PanSelect Silver PanSelect Gold PanSelect Platinum PanSelect Support Services Global Service Center MyPanasas Personalized Extranet Software Subscription Service Panasas PanActive Link Parts Logistics Field Services PanSelect Support Features Onsite Event Analysis Enhanced Diagnostics Technical Account Management Monthly Account Reviews Dedicated Technical Account Managers Advanced Support Features Evaluates Architects Integrates Panasas Professional Services Team Enterprise-class Support from Day One Our mission is simple – Panasas continues to develop integrated storage solutions and services that are easy to deploy, manage and scale. We want to be your preferred integrated storage solutions provider for High Performance Computing organizations. Support Features Chart To learn more about Panasas PanSelect Services, please visit: www.panasas.com servicesinfo@panasas.com 1-888-PANASAS (0) 0800-726-27272 + 800-787-702 (0) 0800-726-27272 + 1-412-323-6439 (US and Canada) (France) (Italy) (United Kingdom) (All Other Countries) Hardware Terms Software Terms 5x9 Telephone & Web Support, 8 a.m. – 5 p.m. (Customer’s Local Time), Monday – Friday (Holidays Not Included) Extended 24x7x365 Telephone & Web H/W Support Return Parts to Factory for Repair Next Business Day Advanced Replacement Parts Delivery 4-hour Parts Replacement Service Individual Site Handling Requests Firmware Fixes Firmware Upgrades/Enhancements Enhanced Serviceability Diagnostics Replacement Shelf Battery Module Program (NVRAM Cache Resiliency) On-site Troubleshooting 5x9 Telephone & Web Support, 8 a.m. – 5 p.m. (Customer’s Local Time), Monday – Friday (Holidays Not Included) Extended 24x7x365 Telephone & Web S/W Support Product Documentation Software Release Notes Knowledge Base Access to Product Technical Notes System Event Tracking via PanActive Link (User Option) Service Response Commitment Remote Diagnosis (Provided User Grants Access) Event Priority Based Queuing Escalation Management Support Securely Store Clustered Storage Infrastructure Information Quarterly Account Review Technical Account Advisor Maintenance & Patch Releases Minor Releases (May Include Subtle Feature Updates) 2 Major Releases (Includes Performance Improvements, New Features, and Serviceability enhancements)1 2 Hardware Support Software Support Software Subscription PanSelect SILVERWARRANTYFEATURE 1 All software upgrades when and if available to customers that possess a current support agreement. This includes all ActiveScale Operating System software, DirectFLOW clients and Panasas supported protocols (NFS and CIFS). The software subscription does not include the Panasas Software Development Kit (SDK), which is available for an additional fee. Software is distributed via MyPanasas and/or PanActive Link. Future protocols and/or features may be subject to additional licensing and support fees. 2 All such software products are provided AS IS with no guarantees expressed or implied by Panasas to specific upgrades or availability. The Panasas PanSelect Support Services Program delivers all the service components customers expect from an enterprise-class storage company. Our services goals ensure that customers gain valuable product knowledge and develop expertise to maximize and scale their data storage infrastructure. PanSelect GOLD PanSelect PLATINUM 1 year 90 days 1 year 1 year 1-3 years 1-3 years 1-3 years 1-3 years
  2. 2. SERVICE AND SUPPORT SUPPORT SERVICES PanSelect Silver is Panasas’ base level service offering designed for storage network environments operating 5x9 (8 a.m. – 5 p.m., customer’s local time, Monday through Friday.). Product support is available online and by phone during normal business hours. A next business day part replacement feature is included to provide advanced parts delivery directly to the customer’s location. PanSelect Gold is well suited for IT organizations that provide 24x7x365 operations support requiring opti- mal data accessibility and performance. At any time, you have instant access to Panasas Support through our online and phone resources. This level of support ensures that any scheduled maintenance periods or unplanned events are expeditiously handled to main- tain high availability operations. A next business day advance replacement parts delivery feature is also included. PanSelect Platinum is tailored for mission critical operating environments that demand the highest level of support, both remote and on-site. This premium service provides for maximum systems availability including 24x7x365 access to online resources and phone support coupled with four hour on-site parts replacement and service. In addition, a Technical Account Manager (TAM) is assigned to manage all outstanding technical issues. The TAM gains in-depth knowledge of the storage environment and understands the business objectives to quickly align service resources, provide escalations management, and conduct quarterly account reviews. The Panasas PanSelectSM Support Program delivers all the service components customers expect from an enterprise-class storage company. Our service goals ensure that customers gain valuable product knowledge and develop expertise to maximize and scale the data storage infrastructure. From our personalized extranet, MyPanasas, to flexible service packages, to our dedicated staff of storage and cluster experts, the PanSelect Services Program will exceed your expec- tations. WORLWIDE ENTERPRISE-CLASS Today’s business users are leveraging more sophisticated applications to drive new levels of innovation and growth. As a result, these applications are commanding an ever-increasing appetite for data storage capacity and systems performance. IT managers continue to allocate significant resources to design, manage, and support their storage infrastructures. Far too often, many users discover that their tradi- tional storage solutions place a greater need for staffing and capital resources. Panasas delivers the only proven family of inte- grated storage solutions designed specifically for computational intensive enterprise and research organizations. Panasas is a trusted service provider that responds to individual business challenges by providing a complete storage solution to maximize data center resources. We are committed to delivering the best-in-class storage products and are dedi- cated to customer success by providing access to the industry's best experts in clustered network storage. Complementing the award winning Panasas ActiveScale Parallel Storage Cluster is an advanced services infrastructure that provides expert assistance throughout the product’s entire lifecycle from analysis and design, to installation, to on-going operations and support, to storage expansion. PROFESSIONAL SERVICES Panasas’ established Professional Services team provides staff augmentation with specific expertise for your storage engineering and operations teams. These experts work closely with you to evaluate, architect, inte- grate and manage the best possible storage solution. From basic product implementations to complex, distributed enterprise-class storage systems, Panasas’ Storage Network Engineers provide the in-depth knowledge and experience demanded by today’s business requirements of fast, reliable, and seamless access to systems data. TECHNICAL EDUCATION SERVICES A key factor in the overall return-on-investment equation is the ability to maximize product efficiency. Learn from certified, industry experienced instructors on how to fully leverage the Panasas clustered storage solution with your existing data networking infrastructure. We challenge certain conventional methods employed today and ask you to take a step back and survey your storage infrastructure. Understanding where you are today and where you want to go is essential to your overall success. In order to reach your desired objectives and level of technical proficiency, we employ a modular based training approach that is easily adapted to specific audiences. Benefits PanSelect Global Services provide compelling solutions for many of the challenges faced by IT storage personnel today including: Controlling costs by maximizing the use of the Panasas storage solution Extending the useful storage capacity without sacrificing availability and performance Advising on storage network reliability and resiliency issues Consulting on the existing storage network framework for current and/or future expansions Key Features Included with PanSelect Support Service Program Global Service Center (GSC) - The Panasas Global Technical Support team is available 24 hours a day, 365 days a year. It is comprised of industry experts with diverse data storage and networking backgrounds. Unlike conventional call centers, the Panasas GSC treats each inquiry as an opportunity to make our customers successful while providing a superior level of customer service. MyPanasas Personalized Extranet - The MyPanasas customer portal offers a robust support tool in an easy-to-use interface where customers can submit and track service requests, search a comprehensive product knowledge base, download software releases, track orders, and more. Software Subscription - This service provides comprehensive software support for PanFS, Base Protocols and DirectFLOW via our online and phone systems. Software Support also includes access to new software releases, software upgrades, mainte- nance releases and firmware upgrades. Panasas PanActiveTM Link - PanActive Link enables the Panasas ActiveScale Storage Cluster to send configuration and performance data to the Panasas GSC team on a weekly basis for proactive problem identification and performance tuning. By employing this service feature, system warn- ings and events will automatically be routed to the Panasas Support Service group for real-time, service resolutions. Parts Logistics and Field Services - Panasas has an extensive global service parts distribution network with a leading parts logistics provider. These part depots are strategically located near major metro- politan areas worldwide and contain the necessary product inventory levels to meet your selected service level agreement. The Service team is also able to leverage a worldwide organization of over 13,000 Field Engineers in 120 countries for local parts replacement and onsite event analysis. Other Service Options In addition to our Silver, Gold and Platinum services, Panasas offers other individual services to satisfy certain operational requirements. Examples of such options involve onsite event analysis, product upgrades, secure blade or secure disk, and software developers’ kit support.

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