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Why Nimble Concierge Services?

  • Free up valuable IT resources while providing comprehensive account management for your storage infrastructure
  • Optimize your IT investment by ensuring storage SLAs with storage management practices tailored to your business needs
  • Ensures peak storage health and speeds resulting in faster resolution to support issues

Dedicated Experts that Unlock Business Value

No worries about storage lifecycle management practice. Concierge Services takes care of this for you so that you can focus on strategic and high-impact matters.

The Nimble Storage Concierge Manager is a holistic approach for storage management and support. Organizationally, it’s your central point of contact for a wide spectrum of practices

Comprehensive Proactive Support


Your Concierge Manager aligns support activities with Nimble Storage best practices to resolve issues before they can affect operations. The Concierge Manager trains your IT teams to become proficient using InfoSightTM.

Centralized Management and Reporting

Your Concierge Manager works closely with Nimble Storage technical support analysts and functional experts to drive rapid service request resolution while providing comprehensive communication and reporting.

Concierge Services

A variety of Concierge Services are available to meet the requirements of large and small businesses. The Concierge Manager is similar to a Technical or Support Account Manager, but takes services a step further by encouraging customers to customize their CM experience.

The Concierge Services include:

Reactive / Case Management

Education

Account Management

Advocacy

 

 

Reactive: P1 Case Management – 24 x 7

 

Overview

  • 24 x 7 oversight of critical issues
  • Management of Support/Customer communications
  • CM understands the customer environment

Delivery

  • Alert notifications to assigned CM

Frequency

  • 24 x 7 x 365 ongoing support
  • Response objective: 30 minutes

Scope/Limitation

  • Coverage is provided by primary CM 24/7 or backup

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Reactive: P2-P4 Case Management (Business Hours)

 

Overview

  • Oversight of P2-P4 cases to ensure support cases are handled in a timely manner

Delivery

  • Driven by regular case reviews and by customer request
  • CM may escalate based on customer business context

Frequency

  • Daily

Scope/Limitation

  • Standard support center escalation processes and best practices
  • CM support for P2-P4 escalations during normal business hours

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Reactive: Process Event Analysis

 

Overview

  • Review of support process break downs
  • Action plans to minimize repeats
  • Education on Nimble’s overall support process

Delivery

  • Customer and account team discussion of expectations
  • Formatted for delivery with Event Analysis
  • Collaboration with Support Center
  • Content delivered by CM and account team

Frequency

  • Upon request from Customer or Account Team

Scope/Limitation

  • 3 business days from event close
  • Typically limited to high visibility P1 cases

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Education: Nimble Support Process Review

 

Overview

  • Educate on Support processes to maximizing the Nimble support experience

Delivery

  • In person or via WebEx during regular customer meeting
  • Customer documentation of the support process

Frequency

  • Mandatory at the start of the service for new account
  • Minimum annually, maximum quarterly

Scope/Limitation

  • N/A

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Education: Nimble InfoSight Tools Review

 

Overview

  • Education on Nimble InfoSight tools for enhanced support experience

Delivery

  • WebEx with email follow-up including InfoSight links

Frequency

  • Mandatory at the start of the service for new account
  • Minimum annually, maximum quarterly or upon request

Scope/Limitation

  • One hour presentation

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Education: Product Tech Talks Facilitation

 

Overview

  • Educate customers on Nimble technologies enhance and influence future purchasing decisions

Delivery

  • Propose educational opportunities
  • Review opportunities and discuss delivery options
  • Delivery by CM or Nimble SME’s

Frequency

  • On customer’s request

Scope/Limitation

  • Based on advanced notice and availability of SME’s
  • May be a WebEx to multiple customers based on topic and demand
  • CM facilitate discussion leveraging resellers and sales engineers

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Account Management: Service Review Meetings

 

Overview

  • Review operational aspects of customer’s Nimble systems
  • Review support cases, best practices, trend analysis, risks, etc.

Delivery

  • Review and track actionable items in the CM Standard Report with the customer and account team

Frequency

  • Minimum monthly. Maximum weekly

Scope/Limitation

  • Accurate representation of installed base.
  • AutoSupport must be enabled for reporting

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Account Management: Install Base / Data Management Assistance

 

Overview

  • Support effectiveness is dependent on the quality of database data (system and site contacts, site address, delivery hours, etc.)
  • Nimble and the customer work together to achieve and maintain data accuracy

Delivery

  • Work with on-site information
  • Continued education on the uses of InfoSight

Frequency

  • Ongoing – installed base information is included in the CM Standard Report
  • Information reviewed in the regular Service Review Meetings

Scope/Limitation

  • The CM educates on how to manage the database data

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Account Management: Life-cycle Management Reports (EOS/EOA)

 

Overview

  • Alerts the customer and account team regarding End of Support
  • Customer awareness on support and tech refresh opportunities

Delivery

  • List of EOS products for the customer delivered via regularly scheduled meetings

Frequency

  • As lifecycle dates are established

Scope/Limitation

  • CM responsible for reporting on hardware and support contracts (EOS)
  • Information is relayed to the account team

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Account Management: Life-cycle Management Reports (Service Contract Expiry)

 

Overview

  • Alerts the customer and account team to service contracts that are approaching expiration

Delivery

  • Part of the CM Standard Report

Frequency

  • As needed

Scope/Limitation

  • CM is responsible for reporting on service contracts that are approaching expiration
  • Information is relayed to the account team

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Account Management: Account Documentation

 

Overview

  • Establish documentation standards for service offering consistency
  • Transition account support as needed across different CM’s
  • Provide an internal standard for Support to use

Delivery

  • Completion of Technical Playbook for larger accounts
  • Include customer best practices, PVRs, host configurations, etc.

Frequency

  • After initial review, documents reviewed with customer quarterly as part of the Service Review Process

Scope/Limitation

  • Level of documentation will vary by type of account
  • Simple Support Ops doc for most accounts
  • Detailed Technical playbooks for larger accounts
  • Confirm SHIs to ensure seamless support and RMA delivery

Service Offering

  • Concierge Manager

Back to Concierge Services

 

 

Advocacy

 

Value Proposition

  • CM advocates for assigned customers within Nimble
  • This includes bug fixes, RFE added to designated release, and priority case management
  • A seat at the table with executives

Delivery

  • Daily reviews of account and bug/RFE tracking
  • Monthly executive feedback sessions

Scope/Limitation

  • Customer success

Service Offering

  • Concierge Manager

Back to Concierge Services