DATACASESTUDYDATASHEETSHEETIndustry-Leading All-Inclusive Support

The best storage solutions in the industry are supported by professionals invested in your success.
At Infinidat, we are committed to delivering the best support and service 24x7.
Infinidat’s all-inclusive support includes installation, initial configuration, and operation as well as
updates and upgrades along with a dedicated Technical Advisor. If there’s an issue, we engage ourbest people to get you back to business as quickly as possible.

We understand that storage is a strategic investment for yourcompany and world-class support is a must. If an event occurs
and you need help, you will engage directly with an Infinidat Senior
Support Engineer to ensure your issue is assessed quickly.
There’s no third party call center with diagnostic scripts, no backand-forth, wasting your time and effort. There’s only Infinidat, so
you can rely on us.
Infinidat also works closely with our technical partners to resolve
third party issues with no finger pointing. The matter is only
considered resolved when you are absolutely satisfied that yoursystems are running as expected.
And we don’t charge you extra for this all-inclusive service. There
are no hidden fees or uplift service plans. You keep your money
where it belongs — focused on your business.

Resilienceu 100% availability guarantee for InfiniBox and InfiniBox SSA

platforms mean no unplanned downtime
u Predictive health analysis eliminates potential issues before

they occur
u Triple-redundancy of all major hardware components keeps

the system fully operational if a failure occurs

Simplicity
u Secure Remote Support allow for fast and easy issue 		resolution anywhere in the worldu Heartbeat monitoring with proactive Call Home diagnostics

and resolution for any issue
u Low-risk updates and capacity expansion with limited

hardware touches

Professionals
u Global team of certified Support Engineers with the skills todiagnose issues inside and outside the storage domain
u Collaborative support with multiple industry technology

alliance partners covering third party virtualization,applications, and infrastructure integrationu Technical Advisors dedicated to your success and helping

you provide the most reliable IT services for your businessDedicatedTechnical Advisor

All-Inclusive Support Services4

24x7 In-house Global Hotline and Support Portal

4Secure, proactive online system monitoring, reporting, and alerting

4

Automatic issue detection, case creation, and fully auditableremote resolution

4Online, self-service case initiation and tracking

4

Expedited access to specialized Support Engineers

4On-site service for critical issues

444
4

Secure remote guidance with a Support Engineer
for software upgrades and hardware service
Support Team cross-trained for IT infrastructure
and virtualization integration
Designated Technical Advisor — your single point of contact for technicaladvice and how-to questions
Periodic system status review with your Technical Advisor

Helping you focus on what you do bestYour IT staff can focus on their day-to-day responsibilities because Infinidat monitors
Your Infinidat Technical Advisor

your systems to maintain optimal storage performance and availability. If an event(TA) understands your businessoccurs that requires additional support, Infinidat’s proven support process ensures rapid

and technical requirements. Your

resolution with minimal hands-on intervention.

TA is available 24x7 to advise andIf on-site work is required, it is monitored in real-time and guided by a Support Engineer

support your IT operations.
Your Technical Advisor isinvested in your successto ensure all the correct procedures are followed. All work is validated to confirm thesystem’s operational status. This guided approach greatly reduces the risk of unplanned
downtime due to human error. At the end of the day, making sure our customers get agood night’s sleep is the mark of a job well done.

u Single point of contact fortechnical advice and how-to 		questions
u End-to-end understandingof your IT infrastructure,applications, network, 			
virtualization, and storage
u Active participation in status“Best Customer Support, Zero Down-Time ... ” *“This has been the best customer support experience of my career. Everyinteraction is with a trained, experienced professional. The response timeis in minutes ... ”– Storage Engineer at a Healthcare Organization

calls to address upcoming
updates or outstanding issues
u Periodic review of health and 		

performance with a remediation 		plan for any uncovered issues

sales@infinidat.com | +1.855.900.4634
D S - I N FS U P T- 2 2 1 0 0 1 - U S | © I n f i n i d a t 2 0 23

*Gartner Peer Insights - https://www.gartner.com/reviews/review/view/409375 Gartner Peer Insights reviews constitutethe subjective opinions of individual end-users based on their own experiences, and do not represent the views of Gartner
or its affiliates.

For details about Support and Professional Services, contact your Infinidat representative.