EMC Hardware Maintenance & Support Services

We are one of the largest and most respected independent EMC hardware maintenance and support providers in the world. With a cost-efficient EMC support model designed for mission-critical post-warranty maintenance, we are able to provide substantial savings across EMC product families including Symmetrix® (including DMX), VNX, CLARiiON®, Celerra® and Connectrix®. By extending the useful life of EMC hardware beyond the End-of-Life declaration, we enable businesses to reduce the total cost of ownership and generate a greater return from their IT investments.

Listening closely to our clients’ needs in order to provide a proactive and consultative EMC support service, we provide expert guidance over the course of an IT asset’s lifecycle, helping to create new efficiencies in IT operations and simplifying the responsibilities of IT managers. Well known by Gartner and IDC, and having a long list of EMC hardware support references, SMS offers more than a simple break/fix service.

Service benefits:
  • Expert Field Engineering Team supported globally by 60+ specialists in the SMS Central Engineering Group
  • Proactive support maximises EMC systems uptime
  • Enhanced service contract, service incident and IT asset management via SMS Supportal
  • Expert guidance throughout IT asset lifecycles
Service benefits:
  • Competitively priced EMC support
  • Increased control of capital equipment expenses and a greater ROI from IT asset lifecycle extensions well beyond the OEM’s End-of-Life (EoL)/End-of-Service-Life (EoSL) declaration
  • Tailored SLAs that allow optimisation of response and repair requirements for each IT asset
EMC Hardware Maintenance and Support highlights
  • Average savings of 50% compared to EMC
  • Global service availability
  • 90+ SMS-owned and operated service centres worldwide
  • Vast global network of trusted affiliates
  • 600+ highly trained, full-time Field Engineers located worldwide
  • Level 3 & 4 global technical support via 60+ member Central Engineering Group
  • Telephone software support for:
    • Navisphere
    • Unisphere
    • Celerra Manager
    • Powerpath
  • Comprehensive service assurance process
  • Tailored, asset-level SLAs
  • Numerous methods for initiating a service request
  • Callback from Field Engineer within 30 minutes of service initiation
  • < 2-hour average response time
  • < 4-hour average MTTR
  • Field engineers arrive on-site with tested parts in-hand
  • Documented escalation procedures
  • Microcode/firmware recommendations
  • Carefully designed parts sparing system for each EMC platform
  • Strategic stocking locations for parts and complete systems
  • Secure  data erasure options available
  • Fix-IT-First® policy
  • HotSparesSM process
  • Numerous professional services available including:
    • Data migrations
    • LUN creation
    • Storage administration functions
    • Configuration changes
    • And more

Reliable support, expert guidance and earned trust that allows you to breathe easy.


Our support infrastructure is made up of many highly trained and experienced specialists not only well-versed in supporting EMC hardware, but most other major OEMs as well. These specialists include:

  • OEM agnostic, multi-platform trained Field Engineers
  • Central Engineering Group (CEG) comprised of level three and four technical support specialists that provide global support to field operations
  • Specialised Product Managers
  • Product Development Managers
  • Hardware planning experts
  • IT asset management experts.

In order to mitigate risk, proactive support is required. Key components of our support infrastructure that enable proactive support include:

  • vPointSM, a proprietary call-home and remote support technology developed by SMS that allows CEG to stay one step ahead of potentially catastrophic system failures.
  • Historical knowledgebase containing many decades worth of data on past EMC hardware issues and resolutions. This information allows SMS to conduct failure trend analysis and stay one step ahead of system issues.

Going beyond the hardware break/fix service to support our clients with an OEM neutral perspective and expert guidance is the SMS Hardware and Infrastructure Solutions Team. These specialists are available to help businesses better manage IT asset lifecycles, improve operational efficiencies and control costs with:

  • Operating and capital cost reduction modeling in hardware environments
  • Processing power improvement planning
  • Expanded storage planning
  • Hardware consolidation (with or without application consolidation drivers)
  • Emerging technologies advisement
  • Balancing TCO vs. the timeliness of OEM-driven technology innovation
  • Real evidence that “End of Marketing” does not always mean “End of Life”.

With an intense focus on providing exactly what the client needs, when the client needs it, at a price point that saves IT budgets versus breaking them, businesses can breathe easy with SMS as their partner and trusted advisor.


From our highly innovative support infrastructure, to our incredibly skilled and experienced support teams, no other independent EMC hardware maintainer can match the responsiveness, service quality and expert guidance provided by SMS.
EMC SymmetrixEMC CLARiiONEMC ConnectrixEMC CelerraEMC VNX
EMC Symmetrix 3100EMC CLARiiON CX3-10EMC Connectrix DS-8B EMC Celerra NX4EMC VNX5100
EMC Symmetrix 3130EMC CLARiiON CX3-20EMC Connectrix DS-16BEMC Celerra NS22EMC VNX5300
EMC Symmetrix 3200EMC CLARiiON CX3-40EMC Connectrix DS-8B2EMC Celerra NS40GEMC VNX5500
EMC Symmetrix 3230EMC CLARiiON CX3-80EMC Connectrix DS-16B2-0DEMC Celerra NS80GEMC VNX5700
EMC Symmetrix 3500EMC CLARiiON CX4-120 EMC Connectrix DS-16B3-FF-DEMC Celerra NS-120EMC VNX7500
EMC Symmetrix 5100EMC CLARiiON CX4-240EMC Connectrix DS-16M-0DEMC Celerra NS-480EMC VNXe3100
EMC Symmetrix 5200EMC CLARiiON CX4-480 EMC Connectrix DS-32B2EMC Celerra NS-960EMC VNXe3300
EMC Symmetrix 5500EMC CLARiiON CX4-960EMC Connectrix ED-12000
EMC Symmetrix 3300EMC CLARiiON CX200EMC Connectrix ED-48000
EMC Symmetrix 3330EMC CLARiiON CX300EMC Connectrix DS-24M2
EMC Symmetrix 3400EMC CLARiiON CX400EMC Connectrix DS-4400M
EMC Symmetrix 3430EMC CLARiiON CX500EMC Connectrix ED-64M
EMC Symmetrix 3700EMC CLARiiON CX600EMC Connectrix ED-140M
EMC Symmetrix 5300EMC CLARiiON CX700
EMC Symmetrix 5330EMC CLARiiON FC4500
EMC Symmetrix 5430EMC CLARiiON FC4700
EMC Symmetrix 5700EMC CLARiiON FC5700
EMC Symmetrix 3630EMC CLARiiON AX-100
EMC Symmetrix 3830EMC CLARiiON AX-150
EMC Symmetrix 3930EMC CLARiiON AX4-5
EMC Symmetrix 5630
EMC Symmetrix 5830
EMC Symmetrix 5900
EMC Symmetrix 5930
EMC Symmetrix 8130
EMC Symmetrix 8430
EMC Symmetrix 8730
EMC Symmetrix 8230
EMC Symmetrix 8530
EMC Symmetrix z8530
EMC Symmetrix 8830
EMC Symmetrix z8830
EMC Symmetrix DMX 800
EMC Symmetrix DMX 1000
EMC Symmetrix DMX 2000
EMC Symmetrix DMX 3000
EMC Symmetrix DMX-3
EMC Symmetrix DMX-4