Case Study: First National Technology Solutions achieves continuous customer uptime and rapid issue resolution with Dell EMC

A trusted partnership with EMC Customer Service

First National Technology Solutions (FNTS), a U.S. managed services provider, needed to maintain near‑100% uptime for its clients and to anticipate and resolve storage and backup issues before they affected customers. FNTS relies on Dell EMC technologies across its environment — including VMAX, VNX, Isilon, Data Domain, Avamar, VPLEX and XtremIO — and on Dell EMC support tools such as EMC Secure Remote Services (ESRS), Live Chat, Online Support, phone support and dedicated customer engineers.

Dell EMC delivered an integrated mix of enterprise storage platforms and proactive support services (ESRS remote monitoring, live chat triage and direct engineer engagement) that enabled rapid troubleshooting and predictive fixes. The partnership helped FNTS resolve incidents quickly (reaching the right engineer first about 90% of the time), empowered FNTS’ staff to be more self-reliant, and preserved continuous operations for customers — outcomes that convinced FNTS to move fully to Dell EMC and drop a competing vendor for lack of comparable service.

First National Technology Solutions

James O’Neil

Senior Director of Systems and Storage