As part of our ongoing efforts to provide you with a seamless transition and consistent technical support, we're happy to report that the integration of the EMC Avamar service organizations is now complete.

Effective March 17, 2008, all EMC Avamar customers may access EMC Powerlink, our online support portal. If you have not yet registered for Powerlink, please take the time to do so now and become familiar with the many new tools available to you and others in your organization. This migration now enables you to leverage online technical support 24x7 with the powerful suite of eServices available to you as well as provide you with a more unified service experience.

What Is Powerlink?
Powerlink is EMC's online support portal that provides continuous online access to a wide range of tools and resources. It connects you directly with EMC's industry-leading engineers and support professionals, enabling you to proactively avoid problems and speed time to resolution.

How Can I Access Powerlink?
If you are new to Powerlink , simply click the button below to begin registration...

If you are an existing Powerlink user, you don't need to re-register. However, if you don't currently have access to the Create Service Request or View Service Request sections of Powerlink, you can request access by sending an e-mail to support@emc.com.

Will My Existing Service Requests be Available on Powerlink?
You will be able to access current, open service requests into Powerlink. Closed service requests will not be available in Powerlink but, support engineers will have the access to this information. As a result, you will experience no reduction in service relative to current and /or closed service requests. Existing service requests that are open as of March 16, 2008 and service requests submitted on/after March 17, 2008 will be available for viewing and management in Powerlink.

Will I Still be Able to Use Direct E-mail to Log Service Requests?
The use of direct e-mail to log service requests and send updates to Support will be discontinued effective March 17, 2008. From that date forward, please use Powerlink's eServices to create service requests online or contact EMC from the Americas by telephone at #877.534.2867 or from other locations at +800.3622.3622. For additional access numbers, go to http://software.emc.com/support/access_numbers.htm. 


How do I Access Avamar Content from Powerlink?

To locate information specific to EMC Avamar products, use the following navigation paths on Powerlink:

  • Create, view, and edit service requests - Navigate to Home > Support tab > Request Support.

  • Find knowledgebase articles - Navigate to Home > Support tab > Knowledgebase Search.

  • Find Support Forums - Navigate to Home > Support tab > Support Forums > Launch EMC Support Forums

  • Set Support Preferences - Access the Preferences link in the top right corner of the Powerlink home page.

  • Find Avamar products - Navigate to Home > Products > Software A-B> Avamar

Have the Avamar Product Names Changed?

Upon acquisition by EMC, Avamar product names have changed from Axion to EMC Avamar.

Is the Product Compatibility Information Available?

The Product Compatibility Information for EMC Avamar products can be found at: Home > Support > Interoperability and Product Lifecycle Information > Documentum and Former Legato Product Information > Supported Releases under the "Storage Software" category.


Is More Detailed Powerlink Training Available?
If you would like in-depth training on one or more Powerlink tools, you can take advantage of training on Powerlink by accessing the Help link in the top right corner of your Powerlink home page. If you are new to Powerlink, we encourage you to register for the upcoming online session for an overview and demo of Powerlink.

The recent EMC Live webcast "Migrating to EMC Powerlink; Ensure Relevant, Consistent Support" was a huge success. The session provided attendees with an overview of the range of information, tools and options available on Powerlink to effectively manage and support their EMC environment.

If you did not have a chance to participate in this live session, we're offering a webcast replay and hope you will take the time to view it at your convenience. You may view the recording or download the PDF version of the presentation. To access the replay, click on the following link: http://info.emc.com/mk/get/RE?reg_src=web&P.ctp_program_execution.Source_ID=15394

We encourage you to visit our Powerlink information page to learn more about using Powerlink. From the Powerlink home page, go to Help for Using Powerlink Tools: What & When. We welcome your questions or comments via support@emc.com.

More Questions?
After reviewing the information above, please contact us at support@emc.com if you have any questions or comments regarding a smooth transition to Powerlink.

If you experience login difficulties, contact us at:

U.S. : 800-782-4362 or 800-SVC-4EMC.
Canada: 1-800-543-4782
Worldwide: +1-508-497-7901