Software Technical Support
Software Support When you Need it Most
Software Technical Support is designed for customers with their own monitoring and administration team. Our service provides a collaborative approach to review, advise, and resolve software issues and compatibility problems on your supported hardware.
Park Place engineers will partner with your system administration team to resolve configuration, file system, compatibility, and other common software problems for licensed features.
Park Place will require remote viewing sessions with the local system administration team to remediate issues reported under for Software Technical Support.
Technical Support Overview
- Configuration assistance
- Troubleshooting and problem diagnosis
- Ticket management all the way through to remediation
- Extensive Break/Fix remediation
- File system related issues
- Compatibility error resolutions
- And other common software problems for licensed features
Our Comprehensive Service
Supported OEMS
Supported Storage and Server Platforms
Server
Storage
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HPUX
Services Advice on system log review and analysis (system logs, diagnostic reports, dmesg, swlist) Advice analyzing system crashes and panics Advice and documentation for suggested OEM workarounds Advice on system administration for supported HP-UX versions Advice on OS recovery for hardware related replacements Advice for best practices review (OS version only) Available Products HP9000 RP Series Integrity RX & BL Series (Rackmount and Blade Servers) Superdome, Superdome 2 (CB900s blades), Superdome X (BL920s blades) -
AIX - OS400
Services Advice on Error log review and analysis (system logs, diagnostic reports, subsystem alerts, job logs and database logs) Advice and documentation for suggested OEM workarounds Advice on system administration for supported AIX/AS400 versions Advice on OS recovery for hardware related replacements Advice for best practices review (OS version only) Advice on VIOS configurations PowerHA Available Products IBM POWER 5, 6, 7, 8 & 9 Models (AIX, OS400-iSeries, & Linux) -
Solaris
Services Configuring and managing alert monitoring (ILOM and XSCF) Analyzing system crashes and panics Solaris Volume Manager (SVM - aka Disk Suite (SDS)) configuration advice Veritas Volume Manager configuration advice Solaris ZFS zpool configuration advice Advice on Solaris OS login issues Power down/up procedures (servers and storage arrays) Advice for best practices review (OS version only) Advice on OS recovery for hardware related replacements Advice on OS log review and analysis **Veritas Cluster/Storage clustering /replication is out of scope Available Products Sun/Oracle Servers - All models -
VMware
Services Advice on system administration for supported VMware versions Advice on power down/up procedures Advice on Clustering Advice on vCenter High Availability (HA) Advice on fault tolerance Advice on VM configuration Questions regarding specific vCenter error message Advice on PowerCLI Advice on datastore capacity management Advice on adding hosts to vCenter Advice on load balancing Advice on templating Advice on snapshot best practices Advice on virtual network configuration Advice on user account management Advice on domain integration Available Products Dell PowerEdge, Dell VxRail, Dell VxFlex-PowerFlex, Dell XC, Dell VBlock/VxBlock, Nutanix NX, HPe ProLiant, HPe Apollo, HPe Synergy, HPe Moonshot, HPe SimpliVity, Cisco UCS, Lenovo ThinkSystem/ThinkServer, IBM/Lenovo Xseries, Supermicro -
Linux
Services Advice and documentation for suggested OEM workarounds Advice on OS log review and analysis Advice on system administration for supported Linux versions Advice on OS recovery for hardware related replacements Advice for best practices review (OS version only) Available Products Dell PowerEdge, Dell VxRail, Dell VxFlex-PowerFlex, Dell XC, Nutanix NX, HPe ProLiant, HPe Apollo, HPe Synergy, HPe Moonshot, HPe SimpliVity, Cisco UCS, Lenovo ThinkSystem/ThinkServer, IBM/Lenovo Xseries, IBM Power (5 - 9), Supermicro -
z/OS Mainframe
Services Advice on IOCP Modification or Upgrades CHIPID and ADDRESS REVIEW 24 x 7 x 365 Support for IBM and 3rd party software Advice and Guidance for Planning Software/Hardware Upgrades Provide answers to Research or "How to" questions Take Problem Ownership thru conclusion Problem Determination and Resolution Advice and Guidance on z/OS, z/VM/ z/VSE and zLinix Operating System Support Advice and Guidance on CICS, DB2, IMS DB/DC, MQSeries Sub System Support Advice and Guidance on 3rd Party Software Support Advice and Guidance on Disaster Recovery Support
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Dell PowerVault (MD)
General TAG Service alert review and diagnosis General Admin (unfail/fail disk after replacement) Performance related issues Performance analysys General Network Issues (cannot ping device, cannot access device, etc) Disk Group creation Filesystem creation DD System Manager GUI Management Software Support DD Replicator VTL DD Boost DD Encryption MTree Snapshots CIFS Shares NFS Pools Cloud Tier DD Retention DD System Manager GUI (issue with the SW itself) Global Compression -
Dell Compellent (SC)
General TAG Reconfguration of Management Ips Best practice recommendations for storage Configuring and managing alert monitoring Connectivity/Login Issues Discovery of new storage OEM customer advisories Replay (Snapshot) Best Practices Admin Password Recovery Procedure Service alert review and diagnosis Configuration of Additional Storage Best Practices Management Software Support Dell Storage Manager Client Dell Enterprise Storage Manager Unisphere for SC SCOS CLI Dell Storage Manager Data Collector -
Dell Compellent (FS8600)
General TAG Reconfiguration of Management IPs Best practice recommendations for storage Configuring and managing alert monitoring Creation of New NAS Volumes & Shares Best Practices OEM customer advisories Safe Power Down/Power Up Procedures Software Upgrade Procedure Service alert review and diagnosis Management Software Support Fluid FS UI/CLI (UI Only) Dell Storage Manager Data Collector Dell Storage Manager Client -
Dell EMC Data Domain & PowerProtect
General TAG Service alert review and diagnosis General Admin (unfail/fail disk after replacement) Performance related issues Performance analysys General Network Issues (cannot ping device, cannot access device, etc) Disk Group creation Filesystem creation DD System Manager GUI Management Software Support DD Replicator VTL DD Boost DD Encryption MTree Snapshots CIFS Shares NFS Pools Cloud Tier DD Retention DD System Manager GUI (issue with the SW itself) Global Compression -
Dell EqualLogic
General TAG Management IP Reconfiguration Best practice recommendations for storage Configuring and managing alert monitoring Discovery of new storage OEM customer advisories Safe Power Down/Power Up Procedures Software Upgrade Procedure Service alert review and diagnosis Management Software Support Group Manager EqualLogic CLI -
Dell EMC Symmetric - DMX, VMAX & PowerMax
General TAG Assign SVP/MMCS Management IPs Best practice recommendations for storage Configuring and managing alert monitoring Connectivity/Login Issues Data structure analysis of invalid or corrupt raid member Discovery of new storage Hung, locked or failed SYMCLI scripts OEM customer advisories Performance related issues internal to VMAX storage (best effort on what is seen in the system) Secure Remote Access Server Support (remote access support similar to Dell's SRS) Service alert review and diagnosis Service Processor OS recovery image and backup archival Management Software Support Data Encryption: D@RE FASTVP (break/fix, highly depends on issue) HYPERMAX OS - Symmwin Optimizer (break/fix, mid-level analysis) Solutions Enabler - SYMCLI assistance (depends on the request level) SRDF/S, SRDF/A, SRDF/Star (basic analysis and TAG). Anything further is OOS. TimeFinder/SNAP (best effort depending on request) Unisphere 360 (depends on the request level) User Management and Admin Functionality (if OOS, partner will vet) -
Dell EMC XtremIO (X1 & X2)
General TAG Assign XMS/SC Management IPs Best practice recommendations for storage Configuring and managing alert monitoring Hung, locked or failed XMCLI scripts OEM customer advisories Performance related issues internal to XIO storage (best effort to what is seen in the system) Secure Remote Access Server Support (remote access support similar to Dell's SRS) Service alert review and diagnosis Service Processor OS recovery image and backup archival XMS Connectivity/Login issues Management Software Support Xtremapp OS - XMCLI -
Dell EMC VNX & Unity (Gen1 & Gen2)
General TAG Assign SP/CS Management IPs Best practice recommendations for storage Configuring and managing alert monitoring Connectivity/Login Issues Data structure analysis of invalid or corrupt raid member Discovery of new storage Service alert review and diagnosis Service Processor FLARE OS image upgrade procedure Management Software Support Fast cache DeDuplication Data Encryption: D@RE VNX/Unity File side NAS FASTVP (break/fix, highly depends on issue) Performance Analyzer (only if system is licensed) PowerPath SANcopy MirrorView SNAPshots (best effort depending on request) Unisphere (depends on the request level) User Management and Admin Functionality (if OOS, partner will vet) -
Dell EMC Isilon (Gen3, Gen4, Gen5, Gen6)
General TAG Add/ Remove Organize Storage Assigning Management IPs Configuring and Managing Alerts Discovery of New Storage Initialization User Management Creating and Managing Policy Creating Volumes/ Consistency Groups/ LUN's Reduction/ De-duplication/ Compression Set/ Update Volumes/ CG Attributes Volume/ CG Assignment Volume/ CG Deletion Volume/ CG Expansion Volume/ CG Migration Configure Zones on SAN Switches if FC Connections are being used Connect Host to Storage with ISCSI Connectivity/ FC Connectivity Map LUNs/ Volumes to Hosts Register Host initiators on Storage Configure Sync/ Async Replication between Source and Destination Create Live Volumes, Map Source and Destination Volumes Create multiple images at Data Replication Failover to Data Replication Failover with Synch (Drill) to Data Replication Manage Replication Operations Restore Data from Replication Volume Analyze Software After Hardware Replacement Verify Connectivity in Case of Any Physical Connection Issue Management Software Support SW Break Fix Issues Blue Screen Log in Issues Password Resets Performance Related Issues Unisphere/ GUI not Accessible -
Dell EMC Clariion
General TAG Add/ Remove Organize Storage Assigning Management IPs Configuring and Managing Alerts Discovery of New Storage Initialization User Management Creating and Managing Volume Folders Creating Volumes/ Consistency Groups/ LUN's Reduction/ De-duplication/ Compression Set/ Update Volumes/ CG Attributes Volume/ CG Assignment Volume/ CG Deletion Volume/ CG Expansion Configure Zones on SAN Switches if FC Connections are being used Connect Host to Storage with ISCSI Connectivity/ FC Connectivity Create Initiator Group on Storage Host Parameter Settings Map LUNs/ Volumes to Hosts Register Host initiators on Storage Add/ Remove Disks from Disk Group Configure Disks with Required RAID Level Modify RAID Levels Configure Sync/ Async Replication between Source and Destination Create Live Volumes, Map Source and Destination Volumes Manage Replication Operations Restore Data from Replication Volume Apply Snapshot Profiles Create on-Demand Snapshots Create/ Modify/ Delete Snapshot Profiles Analyze Software After Hardware Replacement Assign Disks After Disk Replacement Modify Zoning Post Controller Replacement Verify Connectivity in Case of Any Physical Connection Issue Management Software Support SW Break Fix Issues Blue Screen Capacity Management Log in Issues Password Resets Performance Related Issues Unisphere/ GUI not Accessible -
Dell EMC Celerra
General TAG Add/Remove Organize Storage Assigning Management IPs Discovery of New Storage Initialization User Management Creating NAS Server Managing File Systems Creating and Managing Shared Folders Control Station Reboot Datamover Registration & Management Control Station Configuration & Management Configuration with Backend Storage Control Station Upgrade Management Software Support SW Break Fix Issues Blue Screen -
NetApp FAS/AFF/V-Series/ E & EF Series
General TAG Changing Management IPs Best practice recommendations for storage Configuring and managing alert monitoring Networking Best Practices Discovery of new storage Health Checks - ASUP Review OEM customer advisories CIFS/Active Directory Connectivity CIFS/NFS Access & Permissions Recommendations Service alert review and diagnosis -
Hitachi VSP, HUS, USP, HNAS
General TAG Assign SVP Management IPs Best practice recommendations for storage Configuring and managing alert monitoring Data structure analysis of invalid or corrupt raid member Discovery of new storage OEM customer advisories Performance Related Issues and log review Secure Remote Access Server Support (remote access support similar to Dell's SRS) Service alert review and diagnosis Service Processor OS recovery image and backup archival Management Software Support Hitachi Command Suite/Device Manager (depends on depth of request) HNAS CLI and BALI (depends on scope) Local Replication - Shadow Image/Thin Image NAS Manager Remote Replication - Universal Replicator/TrueCopy Replication Manager Storage Navigator Storage Virtulization Operating System (SVOS) Tuning Manager User Management and Admin Functionality (if OOS, partner will vet) Volume Security - Data retention recovery (protected luns) -
IBM DSxxxx, Storwize, FlashSystem, A9000 , XIV, SVC Storage Systems
Support for Usage Questions Diagnostic Report Analysis T3 System Recovery Assitance with Quorum Device Location and Status System Health checks - Analysis of Support Data Storwize and Disk Storage Manager Network Troubleshooting Storwize and Disk Storage Manager Adding Systems Advice XIV Management GUI Re-install and Configuration Support Assistance with Determing Current Ficon + Fibre Adapter Specifications and Capabilities DS8000 HMC Setup DS8000 HMC Backup and Restoration Support -
IBM Automated Tape Librares and VTS's - TS4500,TS3500,3494,TS77xx
Hardware Upgrade Advice Hardware Installation and Discontinuance Advice Data Migrations to other IBM ATL and VTS Systems Assistance with IBM Tape Solution Storage Manager GUI Diagnostic Report Analysis Assistance with Location and Recovery of Misssing PVOL + LVOLs System Health Checks Assitance with Restoration of TS3000 Maintenance Console Assitance with Restoration of TS3000 Maintenance Console GUI Access Assistance with Determing Current Ficon,Fibre,Escon Adapter Specifications and Capabilities Support for Usage Questions Diagnostic Report Analysis -
HPE 3PAR
General TAG Add/ Remove Organize Storage Assigning Management Ips Configuring and Managing Alerts Discovery of New Storage Initialization User Management Creating and Managing Volume Folders Creating Volumes/ Consistency Groups/ LUN's Reduction/ De-duplication/ Compression Set/ Update Volumes/ CG Attributes Thin Provisioning/ Thin LUN/ Thick LUN/ Compressed LUN Volume/ CG Assignment Volume/ CG Deletion Volume/ CG Expansion Volume/ CG Migration Configure Zones on SAN Switches if FC Connections are being used Connect Host to Storage with ISCSI Connectivity/ FC Connectivity Create Initiator Group on Storage Map LUNs/ Volumes to Hosts Register Host initiators on Storage Apply Snapshot Profiles Conventional Volume Management Create/ Modify/ Delete Snapshot Profiles Capacity Management Log in Issues Performance Related Issues Management Console not Accessible -
HPE Nimble CS, AFxxxx, AFxx, HF Series
General TAG Configuring and Managing Alerts Initialization User Management Configure Sync/ Async Replication between Source and Destination Create Live Volumes, Map Source and Destination Volumes Restore Data from Replication Volume Analyze Software After Hardware Replacement Verify Connectivity in Case of Any Physical Connection Issue Management Software Support SW Break Fix Issues Blue Screen Capacity Management Password Resets Performance Related Issues
Technical Support Savings
Park Place Technologies is typically priced 30-40% less than the OEM – and with our multi-vendor support model, you can reduce the number of partners you need to manage. Our robust on-site and off-site solutions ensure your IT infrastructure is optimized.
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Comprehensive software technical remediation support
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Advanced L3 engineer expertise
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24/7 support when you need it the most
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Vendor centralization and simplification: ticketing, tracking, and remediation
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Intuitive customer portal
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Increased Uptime
