Since EMC's acquisition of Infra, we have continued to focus on providing best-in-class products and support, while beginning to leverage EMC's world class support infrastructure. We are pleased to announce new service enhancements resulting from the completion of our integration efforts. These enhancements became effective March 30, 2009.

Summary of Changes
Effective March 30, 2009, support processes for Infra products were integrated into EMC's global Customer Support organization. You will benefit from:

• Access to extensive online support capabilities via EMC Powerlink
• Centralized customer support and systems
• New Premium Support Option

Review the Customer FAQ document for answers to important questions about the transition. The information below will also help to ensure a smooth transition.

Enhanced online support via Powerlink
All customers with an active maintenance agreement now have the ability to register for and access Powerlink, EMC’s online support portal. Powerlink provides continuous access to self-help resources.  You will also have access to more sophisticated online service request /incident creation and management.  We encourage you to utilize the resources highlighted below to become familiar with all the Powerlink has to offer.

When should I register for Powerlink?
Action Required:  Although Infra-related content and functionality will  not be available on Powerlink until March 30, 2009, we encourage you to register for your Powerlink account now.  This will enable your account to be fully authorized and functional prior to cut-over.  If you already have a Powerlink account associated with other EMC products in your environment, you do NOT need to create an additional Powerlink account.

Important note regarding registration:  During the registration, you will be asked to select your “site.” If the correct site is not selected, you may receive a notice from Powerlink that the registration attempt failed. Should this situation occur, or to request help with other issues associated with Powerlink registration, access or eServices tools, please contact us at Powerlink@emc.com .This email alias is for Powerlink issues only. For service requests/incidents, please contact Customer Support at the numbers provided below.

Available Resources
Please review the following resources for registration tips and valuable information about personalizing your account.

• EMC Customer Support Guide: Provides comprehensive information about Powerlink, EMC support processes, and more.
• Online Powerlink Demonstration : Provides registration assistance and an overview of Powerlink capabilities.
• EMC Online Support Tools Video Series :  The discussions include an introduction to Powerlink and an overview of the entire suite of online support tools. This resource will be available only after registering and logging into Powerlink.

New EMC Customer Support contact information
Effective March 30, 2009, all EMC Infra customer support became available via EMC’s central support numbers. For telephone support, use the contact numbers provided below. Service requests/incidents will be created and directed to an Infra specialist for resolution.  You can also open service requests/incidents online using Powerlink.

Will my existing, open incidents be available on Powerlink?
Yes. Existing incidents/service requests that were open as of March 30, 2009, and service requests submitted on/after March 30, 2009, will be available for viewing and management in Powerlink. Incidents closed prior to March 30, 2009, will not be available in Powerlink; however support engineers will have access to this information. Note that “incidents” are now referred to as “service requests.”

Will I still be able to use direct e-mail to log service requests?
The use of ‘direct e-mail to log service requests’ and ‘send updates to Support’ has been discontinued. Please use Powerlink to create service requests online or contact EMC Customer Support at the numbers provided above.

Will Infra documentation be available online?
Migration of Infra documentation to Powerlink will be completed at a later date. In the interim, Infra documentation will continue to remain available for access on the infra Client Site at its current location until all documentation has been migrated to Powerlink. Instructions for gaining access to Infra documentation will also be posted on the Powerlink Infra documentation page available by navigating to Home > Support > Technical Documentation and Advisories > Software ~ E-I ~ Documentation > Infra.

New Premium Support Option
In the past, Infra customers have been supported exclusively under our Basic Support Option.  Effective April 6, 2009, Infra customers have the ability to upgrade their support to our Premium Support option. Premium Support offers the fastest and most comprehensive level of EMC support, delivering 7x24 worldwide coverage. Additional information on EMC support options can be found in the EMC Customer Support Guide. If you have questions or would like to upgrade from Basic to Premium Support, contact your Infra Account Manager.

Still have questions?
See Frequently Asked Questions for additional information on the transition. If you still have questions about this transition, please contact your local EMC Infra representative.