Welcome to EMC Support
Since EMC's acquisition of Document Sciences, we have continued to focus on providing best-in-class products and support, while beginning to leverage EMC's world class support infrastructure. Effective November 23, 2009, we completed the integration of support processes and systems into EMC’s global Customer Support organization.
Summary of Changes
This support transition has changed the way you contact EMC Customer Support, create service requests, and gain access to product resources. Changes to support include:
- Customers have been migrated off the NetSuite portal and now use Powerlink for online support.
- Documentation and Knowledgebase articles are now available on Powerlink.
- New telephone numbers to contact EMC Support are available as outlined below.
The Quick Reference Guide for Document Sciences Customers provides additional details about the transition, a guide to quickly locating information on Powerlink, and answers to Frequently Asked Questions (FAQs). We recommend reviewing this guide to help ensure a successful transition. A number of other resources are also available via the left-side navigation menu.
Register for Powerlink Today
ACTION REQUIRED: All Document Sciences support customers should register NOW for Powerlink access. This will ensure that your account is fully activated prior to the transition. Go to Powerlink.emc.com and follow this three-step registration process:
- Register with a corporate e-mail address. EMC will not accept personal e-mail addresses.
- When prompted, select the location where your EMC products are installed. (Note that we recently sent an email to primary support contacts at each customer location with your correct Site information. Reference this information to help ensure successful registration and access to your information.)
- Select “yes” when you see the “Open and Manage Service Requests Online” screen. This will allow you to open and manage Service Requests online. After registration is complete, you will receive a confirmation e-mail from Powerlink.
New Support Contact Information
New Support Contact Information |
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Online Support |
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Telephone Support These numbers supersede any previous Document Sciences support numbers. |
United States: 800-782-4362 |
Not available |
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Webcast Replay
If you were unable to attend the live webcast, Harnessing the Power of Powerlink, the event replay is now available. In addition to providing a Powerlink demonstration and reviewing important information about the transition, you will have the opportunity to review the Q&A portion of the event. Click here to replay webcast.
What is Powerlink?
Powerlink is EMC’s online support portal and offers continuous access to resources such as documentation and self-help tools. Powerlink also offers advanced features such as document text searching, ability to gain access to saved searches, community forums and a customizable look and feel. You will also have access to more sophisticated online service request creation and management. Learn more:
Video Powerlink Demonstration
Powerlink eSupport Tools Overview
Questions?
Should you have questions, please feel free to contact us at the numbers outlined above.