Part 2 of 2
In the latest update to the VCL – we will be changing the name to the EqualLogic Compatibility Matrix (ECM) – we have expanded the information we are providing to include a multitude of new information including:
That last bullet deserves a little additional attention. With this blog post and release of the first ECM, we will be aligning the EqualLogic Support Policy Statement to the same model used by our Compellent product. What does that mean?
The support policy is a 3-tiered policy based on the data found in the Compatibility Matrix (and our interoperability test results). In a nutshell, the new support policy looks like this:
Devices listed as tested for interoperability in the EqualLogic Compatibility Matrix (ECM) will be supported together as long as all components have an active support contract.
Devices “similar” to those that are listed in the ECM should work as well and will be supported under a conditional support policy.
Devices not listed in the ECM will be supported on a Commercially Reasonable Effort.
While the real support statement is not this simple–after all, the lawyers had to be involved in the official support statement– you should get the gist. For the full support statement, please download the new EqualLogic Compatibility Matrix from Dell TechCenter or review it here for more clarity.
Essentially, we are not changing the way we support EqualLogic solutions in any way. We will continue to help customers with any EqualLogic SAN–even those that have components that we have never heard of before.
Putting the new ECM and the new support statement to work, let’s look at an example. The figure below is an example of the ECM content. In this example, we are looking at the switch table. If you plan your SAN deployment to use a Force10 s55, on a new SAN, then you will get “Level 1” support if you are running 5.1 array and FTOS (switch FW) version 18.104.22.168.
What if you are running EqualLogic Array Software (Firmware) 4.3.x? Then you will fall into the “conditional support” level. That is, if you have a problem and call ProSupport, they may ask you to upgrade to array FW 5.1.x (or later) as a condition to fixing your issue. Again, this is really nothing new in terms of what ProSupport has always done in solving customer issues.
Lastly, if you decide to deploy your EqualLogic SAN using a switch that is NOT on the list, as long as your organization has an active support contract with the appropriate vendor(s) and an active EqualLogic support contract, Dell will provide EqualLogic solution support for any untested component of the configuration, until such time as it is determined, at Dell’s sole discretion, that a problem lies within the untested component(s) or the way it/they interoperate with Dell products.
Dell does not guarantee that the issue will be resolved in a timely fashion, or at all. There is a possibility that you would need to replace an untested component or take the affected system out of production to resolve the issues.
I hope that the new ECM and the updated support policy statement will help you in your SAN planning. Be assured that if you have already purchased and deployed your SAN, you will continue to get support as we have always provided it.…This new support statement really is nothing new in terms of what our great EqualLogic Support organization has been doing since the beginning. We have always strived to provide our customers with the best support possible.
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