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EMC Wins Award For Mission Critical Support

EMC Corp announced the Service and Support Professionals Association (SSPA), the leading industry association for IT support professionals, awarded EMC a STAR Award for the fourth consecutive year for outstanding mission-critical support. EMC was the only vendor chosen to receive this award in 2004 by a committee of peer judges.

EMC has been recognized with a number of awards and certifications in the past 12 months from the SSPA and other third-party organizations, recognizing the company for excellence in technical support and services. EMC received multiple STAR Awards as well as Support Center Practices (SCP) certification for achieving best practices in mission-critical customer support.

"EMC received its fourth consecutive award for Mission-Critical Support by continuously maintaining its customers' systems 24 by 7 by 365, independent of the situation at hand," said Bill Rose, founder and CEO of SSPA. "EMC has clearly demonstrated how important and well-regarded their technical support is to the operation of customers' mission-critical systems or services."

Leo Colborne, EMC senior vice president customer service said, "Winning our fourth consecutive SSPA award for mission-critical support is a testament to the people driving our 'customer first mentality' in our support centers around the world. Keeping our customers up and running, no matter the circumstance, enables customers to focus on their own goals and remain successful. This and other third-party awards clearly demonstrate our commitment and dedication in providing EMC customers with the highest quality technical support."

World-Class Service

Widely-regarded as the benchmark for support excellence in the IT industry, EMC Customer Service has direct service presence in 47 countries and service partners in 28 countries, representing every major region of the world. Customer Support Centers are also located globally, including Hopkinton, Mass.; Duluth, Ga.; Alexandria, Va; Cork, Ireland; Tokyo, Japan; and Sydney and Melbourne, Australia.

The EMC service infrastructure includes advanced proactive remote support systems that automatically monitor and diagnose customer infrastructures on a 24-7 basis, enabling the identification and prompt correction of abnormalities. EMC Customer Service maintains a rapid escalation process that ensures problems are resolved within hours, not days. Its call handling process ensures all customers -- regardless of the severity level of their case -- are informed of service issue status.

EMC's significant investments in interoperability testing and its expansive set of cooperative support agreements across all areas of the IT infrastructure enable EMC to offer the most complete storage service and support in the industry today. EMC has forged cooperative support agreements (CSA) with more than 350 vendors and has established joint support centers with Oracle and Microsoft.

About EMC

EMC Corp is a provider of products, services and solutions for information storage and management that help organizations extract the maximum value from their information, at the lowest total cost, across every point in the information lifecycle. Information about EMC's products and services can be found at www.emc.com/.