Today’s business users are leveraging more sophisticated applications to drive new levels of innovation and growth. As a result, these applications are commanding an ever-increasing appetite for data storage capacity and systems performance. IT managers continue to allocate significant resources to design, manage, and support their storage infrastructures. Far too often, many users discover that their traditional storage solutions place a greater need for staffing and capital resources.
2. SERVICE AND SUPPORT
SUPPORT SERVICES
PanSelect Silver is Panasas’ base level service offering
designed for storage network environments operating
5x9 (8 a.m. – 5 p.m., customer’s local time, Monday
through Friday.). Product support is available online
and by phone during normal business hours. A next
business day part replacement feature is included to
provide advanced parts delivery directly to the
customer’s location.
PanSelect Gold is well suited for IT organizations that
provide 24x7x365 operations support requiring opti-
mal data accessibility and performance. At any time,
you have instant access to Panasas Support through
our online and phone resources. This level of support
ensures that any scheduled maintenance periods or
unplanned events are expeditiously handled to main-
tain high availability operations. A next business day
advance replacement parts delivery feature is also
included.
PanSelect Platinum is tailored for mission critical
operating environments that demand the highest level
of support, both remote and on-site. This premium
service provides for maximum systems availability
including 24x7x365 access to online resources and
phone support coupled with four hour on-site parts
replacement and service. In addition, a Technical
Account Manager (TAM) is assigned to manage all
outstanding technical issues. The TAM gains in-depth
knowledge of the storage environment and understands
the business objectives to quickly align service
resources, provide escalations management, and
conduct quarterly account reviews.
The Panasas PanSelectSM
Support Program delivers all the service components customers
expect from an enterprise-class storage company. Our service goals ensure that customers
gain valuable product knowledge and develop expertise to maximize and scale the data
storage infrastructure.
From our personalized extranet, MyPanasas, to flexible service packages, to our dedicated
staff of storage and cluster experts, the PanSelect Services Program will exceed your expec-
tations.
WORLWIDE ENTERPRISE-CLASS
Today’s business users are leveraging more
sophisticated applications to drive new levels
of innovation and growth. As a result, these
applications are commanding an ever-increasing
appetite for data storage capacity and systems
performance. IT managers continue to allocate
significant resources to design, manage, and
support their storage infrastructures. Far too
often, many users discover that their tradi-
tional storage solutions place a greater need for
staffing and capital resources.
Panasas delivers the only proven family of inte-
grated storage solutions designed specifically
for computational intensive enterprise and
research organizations. Panasas is a trusted
service provider that responds to individual
business challenges by providing a complete
storage solution to maximize data center
resources. We are committed to delivering the
best-in-class storage products and are dedi-
cated to customer success by providing access
to the industry's best experts in clustered
network storage.
Complementing the award winning Panasas
ActiveScale Parallel Storage Cluster is an
advanced services infrastructure that provides
expert assistance throughout the product’s
entire lifecycle from analysis and design, to
installation, to on-going operations and
support, to storage expansion.
PROFESSIONAL SERVICES
Panasas’ established Professional Services team provides staff augmentation with specific expertise for your
storage engineering and operations teams. These experts work closely with you to evaluate, architect, inte-
grate and manage the best possible storage solution. From basic product implementations to complex,
distributed enterprise-class storage systems, Panasas’ Storage Network Engineers provide the in-depth
knowledge and experience demanded by today’s business requirements of fast, reliable, and seamless access
to systems data.
TECHNICAL EDUCATION SERVICES
A key factor in the overall return-on-investment equation is the ability to maximize product efficiency.
Learn from certified, industry experienced instructors on how to fully leverage the Panasas clustered storage
solution with your existing data networking infrastructure. We challenge certain conventional methods
employed today and ask you to take a step back and survey your storage infrastructure. Understanding
where you are today and where you want to go is essential to your overall success. In order to reach your
desired objectives and level of technical proficiency, we employ a modular based training approach that is
easily adapted to specific audiences.
Benefits
PanSelect Global Services provide compelling solutions for many of the challenges faced by IT storage
personnel today including:
Controlling costs by maximizing the use of the Panasas storage solution
Extending the useful storage capacity without sacrificing availability and performance
Advising on storage network reliability and resiliency issues
Consulting on the existing storage network framework for current and/or future expansions
Key Features Included with PanSelect Support
Service Program
Global Service Center (GSC) - The Panasas Global
Technical Support team is available 24 hours a
day, 365 days a year. It is comprised of industry
experts with diverse data storage and networking
backgrounds. Unlike conventional call centers, the
Panasas GSC treats each inquiry as an opportunity
to make our customers successful while providing
a superior level of customer service.
MyPanasas Personalized Extranet -
The MyPanasas customer portal offers a robust
support tool in an easy-to-use interface where
customers can submit and track service requests,
search a comprehensive product knowledge base,
download software releases, track orders, and
more.
Software Subscription - This service provides
comprehensive software support for PanFS, Base
Protocols and DirectFLOW via our online and phone
systems. Software Support also includes access to
new software releases, software upgrades, mainte-
nance releases and firmware upgrades.
Panasas PanActiveTM
Link - PanActive Link
enables the Panasas ActiveScale Storage Cluster to
send configuration and performance data to the
Panasas GSC team on a weekly basis for proactive
problem identification and performance tuning.
By employing this service feature, system warn-
ings and events will automatically be routed to
the Panasas Support Service group for real-time,
service resolutions.
Parts Logistics and Field Services - Panasas has an
extensive global service parts distribution network
with a leading parts logistics provider. These part
depots are strategically located near major metro-
politan areas worldwide and contain the necessary
product inventory levels to meet your selected
service level agreement.
The Service team is also able to leverage a worldwide
organization of over 13,000 Field Engineers in 120
countries for local parts replacement and onsite event
analysis.
Other Service Options
In addition to our Silver, Gold and Platinum services,
Panasas offers other individual services to satisfy
certain operational requirements. Examples of such
options involve onsite event analysis, product
upgrades, secure blade or secure disk, and software
developers’ kit support.