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Support shouldn't be something that happens every once in a while.

At SolidFire, support is an active process that happens consistently from the moment a SolidFire cluster is deployed. SolidFire Active Support continuously monitors and diagnoses systems, ensuring SolidFire products are maintained and operated at the highest possible level of availability and performance.

 

The 5 elements of SolidFire Active Support:

  • Proactive philosophy
    • We monitor and alert you as soon as a problem is present
  • Secure assist
    • SolidFire Support can securely log in to systems to provide hands-on, real-time support
  • 24/7/365 worldwide availability
    • International support offerings with up to 4 hour break-fix
  • Expert tier/level 3 support engineers
    • No entry level support personnel
  • Active IQ
    • Real-time health diagnostics & historical trending at the cluster,
      node, account & volume level

Active IQ Logo

Holistic system monitoring: The intelligence to actively respond today, enabling business innovation for tomorrow.

Real-time system monitoring to maximize resource agility and value of your IT infrastructure

SolidFire Active IQ, a key element of Active Support, provides real-time health diagnostics and historical trending at the cluster, node, account and volume level. This allows for centralized visibility into single or multiple clusters/sites for increased agility to respond to immediate business demands and the flexibility to increase productivity while reducing risk. This complete approach to system monitoring, combined with SolidFire’s unique ability to scale on demand without disruption, redefines operational success for storage infrastructure.

As a SolidFire customer with Active IQ, you can expect:

  • Better anticipated business demands: Real-time usage modeling and granular system data give you increased agility and flexibility — allowing you to respond to business demands and the evolving storage requirements immediately, simplifying storage resource planning.

  • Increased productivity: Consolidated monitoring saves time when managing multiple clusters/sites, and comprehensive storage metrics reduce assessment efforts. This means you have instant visibility into changing conditions — empowering you to take action before they become an issue.

  • Reduced risk: Customizable alerts notify you in real time of possible issues. Your faster response means less risk for the business.

Levels of SolidFire Active Support

 

  Support Premium
4 hour onsite support with spares  
Assigned technical account lead and onsite services  
Active cluster monitoring and problem notification
Active case upgrades and notification of elements release/upgrades
Repleacement parts delivery time NBD 4 hour
Support availability 24/7/365 24/7/365
Support response time Sev1 - 2 hour
Sev2 - 4 hour
Sev3 - NBD
Sev1 - 30 min
Sev2 - 2 hour
Sev3 - 4 hour
Unlimited access to customer knowledge base / support portal
Unlimited access to SolidFire update and patches
Unlimited access to updated release notes, API guides and user guides
Active IQ of unlimited clusters

For more information or to purchase SolidFire Active Support,
please contact support or call 720-523-3278.