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.
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.
|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 Element OS release/upgrades||✓||✓|
|Replacement parts delivery time||NBD||4 hour|
|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||✓||✓|