EMC 2002 Annual Report Download - page 8

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Table of Contents
other devices on a storage network. In 2003, we agreed with Veritas Software Corporation to exchange APIs for each party's products. In 2003, we also
agreed on a framework with Hitachi, Ltd. and its subsidiaries for exchanging technology in the form of storage-related APIs.
Through our multi-year investments in interoperability testing capabilities, open standards, software APIs and cooperative service agreements, we
believe that we lead the industry in delivering open and multi-platform, dependable storage solutions for customers.
Information Storage Software Revenue
Revenues from information storage software represented approximately 23%, 22% and 16% of revenues in 2002, 2001 and 2000, respectively.
Information Storage Services
In 2002, our Services organization included professional services, customer support and global technical training, to offer customers a full range of
expertise before, during and after their purchase of storage solutions from EMC or other storage vendors. With a worldwide staff of approximately 7,500
professionals, EMC Services, together with our global authorized services partners, provide consulting, assessments, implementations, integration, operations
management, day-to-day support, maintenance, education and training to our customers.
Professional Services
Our Professional Services organization provides the expertise and services customers need to maximize their return on information assets. Areas of
focus include networked storage, open storage management, data migration, business continuity and project management. Our consultants, technology experts
and authorized services partners deliver to customers operational, financial and business impact analyses. They also design, integrate and implement
information storage infrastructures. In July 2002, we expanded our professional services capabilities to include platform-independent, open storage consulting.
Customer Support
Our Customer Support organization supports EMC information storage solutions at worldwide customer sites 24 hours a day, seven days a week, 365
days a year. This is delivered through a combination of remote and onsite service, direct through us and our global authorized services partners. Automated
remote support features designed into our information storage systems enable customer support personnel to continuously monitor, diagnose and resolve
issues, wherever the product is located, often without the need for onsite service. Other remote support capabilities are also provided on certain of our
software products.
To ensure that customers with multi-vendor storage network environments receive the highest level of support and the fastest issue resolution possible,
we have, as of December 31, 2002, entered into cooperative support agreements with more than 120 vendors, including hardware and software companies.
Global Technical Training
Our Global Technical Training organization delivers instruction on our technology, our products and storage management job functions as part of the
EMC Proven Professional Certification program. Courses and the certification program are available to customers, prospects and partners. Multi-vendor
certification training is also available to employees. Training is worldwide in scope and employs e-learning and geographically dispersed classrooms, labs and
testing centers.
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