EDT Support and Maintenance Services
Gresham's Clareti Enterprise DistribuTape (EDT) enables non-stop storage operations through maximizing tape library reliability, availability and simplifying scalability.
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Our professional support team is a customer resource to quickly resolve support issues at hand. Gresham offers two levels of support: EDT Standard Support and EDT Plus Support. |
| EDT | EDT Plus + | |
|---|---|---|
| Which program is right for me? | ||
| Do I want advice on how to get the most from EDT and my tape library? | Yes | Yes |
| Do I need access to support whenever problems occur? | Typically | Absolutely |
| How much does the risk of downtime impact me? | Slightly | Very |
| Do I want access to software updates? | Yes | Yes |
| Do I need assistance identifying TSM problems that may affect my ability to access my tape library? | No | Yes |
| Do I need assistance identifying network communication problems that impact my ability to access tape resources? | No | Yes |
| Program Features | ||
| US-Based Phone Support | 8:00 am to 6:00 pm CST, M-F | 24 x 7 x 365 |
| UK-Based Phone Support | 8:00 am to 6:00 pm BST, M-F | 24 x 7 x 365 |
| Email Support | 24 x 7 x 365 (8 hour response time for non-critical issues) | 24 x 7 x 365 (4 hour response time for all non-critical issues) |
| Online Support Case Management | Yes | Yes |
| Online Solutions Database | Yes | Yes |
| Free product updates | Yes | Yes |
| Free product upgrades | No | Yes |
| Assistance identifying and resolving problems related to TSM / ACSLS | No | Yes |
Customer Focus
Challenge:
KBC wanted to standardize its TSM backup environment and realize operational cost-savings, better tape library utilization, greater resiliency and a decreased environmental impactGresham Solution:
Clareti Enterprise DistribuTape (EDT) allowed the bank to take full advantage of existing infrastructure, decreased operational issues and saved KBC time, money and kept their carbon footprint low
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