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Pure Storage
Customer Support Guide Version 3.2.4 2/1/2017
© Pure Storage 2016 2
Introduction ...................................................................................................................................................................... 4
Support Services .............................................................................................................................................................. 4
Severity Levels .................................................................................................................................................................. 6
Response Times (SLA) ....................................................................................................................................................... 7
Support Tools / Technologies ............................................................................................................................................ 9
Pure Support Portal ........................................................................................................................................................10
Pure Storage Support Process .........................................................................................................................................11
Communication Channels ...............................................................................................................................................12
Hardware Replacements .................................................................................................................................................18
Case escalation by the customer .....................................................................................................................................19
© Pure Storage 2016 3
Designated Support Engineer (DSE) Program ...................................................................................................................20
Monitoring via Pure1 CloudAssist ....................................................................................................................................22
Additional Terms .............................................................................................................................................................24
© Pure Storage 2016 4
Introduction
Contact Pure Storage Support
Support Services
Services Offered
© Pure Storage 2016 5
Maintenance and Support Packages
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Severity Levels
Severity Levels
Criteria
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Support Tools / Technologies
Pure1 CloudAssist
Remote Assist (RA)
© Pure Storage 2016 10
Pure Support Portal
New Release Notes
© Pure Storage 2016 11
Pure Storage Support Process
Authorized callers
Primary contact
Backup contact(s)
© Pure Storage 2016 12
Communication Channels
Opening a new case
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Open a new case via e-mail
Open a new case via phone
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Acknowledging the case
© Pure Storage 2016 18
Hardware Replacements
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Designated Support Engineer (DSE) Program
DSE program highlights:
DSE Specialized Program Features and Benefits
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Customer Responsibilities
DSE Limitations:
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Monitoring via Pure1 CloudAssist
Monitoring methodology
Alerts monitored
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Examples of alerts
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Prerequisites
Advice for “Dark Sites”
© Pure Storage 2016 24
Additional Terms
