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INCOMING Escalation FROM EMC
 

There maybe situations where EMC Contact Ops direct to inform them of a known problem or to request access for an engineer.

In these situations, perform the following :-

  1. Take the details from the EMC Call taker / Engineer and obtain their CLARIFY Call Reference number
  2. Confirm the name of the engineer who is expected onsite (or document the information provided by EMC)
  3. Inform the SAN Support Team via their callout rota (under EMC), for all calls initiated by EMC

    4. callout.html
  4. Arrange the Data Centre / Tech Room access for the expected engineer (if an engineer is attending site)
  5. Raise a GPMS ticket and assign it to the oncall SAN Support Person.

 

Escalation to EMC

In normal circumstances, any faults that occur within the EMC are automatically notified to EMC direct, via an internal modem connection.

There maybe situations where Ops may be requested to escalate to EMC direct, for example, when requested to by the SAN Support Team (currently Andrew Lock & Kevin Bishop). To do this,perform the following :-

  1. Contact EMC Call Centre on :-    0870 6000 300
  2. Inform them that you are calling from Citigroup
  3. Inform them of the SITE ID of the EMC unit with the failing component(s)
        4.     CGC SITE ID =    40023443    (Live Production Site)
            RDC SITE ID =     40025051        (COB site)
  4. Inform them of the error condition or requirement
  5. Obtain a CLARIFY Call Reference Number from their Call Taker
  6. Raise a VT Ticket and assign it to the European Disk storage management team (EU DSM)
  7. Ensure you log the EMC Call reference number within the Virtual Tech system.
  8. Inform the SAN Support Team (if they aren't already involved in the problem)

    9. callout.html