Annual Support and Maintenance
Annual Support and Maintenance (ASM) is more convenient and cost-effective than Per-Incident Support and Product Upgrades. Customers can purchase ASM for each EMC product. ASM includes a year of unlimited support from EMC technical experts to assist with installation, usage, or upgrade of the product Monday through Friday between 6 AM and 5 PM Pacific Time Monday-Tuesday and 6 AM to 4 PM Pacific Time on Fridays, plus free upgrades to new versions of the product within that year. This support option is available bundled with electronic licenses of EMC and EMC add-ons at the time of purchase, or it can be purchased separately within 30 days. After 30 days, only Per-Incident Support may be purchased. Annual Support and Maintenance commences on the purchase date of the corresponding product. If Annual Support and Maintenance is purchased for one licensed product, then it must be purchased for all licensed products at the time of purchase.
Per-Incident Support
Support can be purchased on a per-incident basis. Per-Incident Support packs activate at the time of purchase and expire in one year. A support incident remains open until it is resolved or closed. Please see the table later on this page for details.