Violin Memory, Inc. Support Services

Support Services icon

Your data is important and your business requires mission critical availability from IT. Violin provides customers Support Services to deliver the response appropriate to your business environment.

Support Services and Plans

In addition to a comprehensive warranty, Violin offers three levels of support services:

Silver—Includes 24x7x365 access to technical support, software support (including access to major upgrades and maintenance releases), next-business-day hardware delivery, and hardware replacement by a trained field service engineer.

Gold—Includes everything in the Silver plan plus 4-hour replacement hardware delivery, and hardware replacement by a trained field service engineer.

Platinum—Includes everything in the Gold plan plus a dedicated toll free number to customer support, access to Prime Technical Support Engineer, a Service Account Manager, bi-annual comprehensive health checks, and remote training.

Service Feature Warranty Silver Gold Platinum
SW maintenance releases for Major/minor upgrades
Features that require separate SW licenses are not included
90 days Included Included Included
Hardware 3 years standard
5 years available
Included up to 7 years Included up to 7 years Included up to 7 years
Documentation Included Included Included Included
Tech Support 9-5 local time 7x24x365 7x24x365 7x24x365
Replacement HW Delivery Return to Factory NBD for select locations 4 hours 4 hours
Callhome Not Included Included Included Included
Additional Services
Dedicated Toll Free Number Not Included Not Included Not Included Included
Prime Technical Support Engineer Not Included Not Included Not Included Included
Service Account Manager Not Included Not Included Not Included Included
Comprehensive Health Checks Not Included Not Included Not Included Included
Training Availble for purchase Available for purchase Available for purchase Included
Professional Services Availble for purchase Available for purchase Available for purchase Available for purchase
Media Retention Availble for purchase Available for purchase Available for purchase Available for purchase

Register for Support

Register for a Support Portal account to take advantage of Violin Support Services; including documentation, software updates, Violin Symphony, and host agents.

Enter a Violin Serial Number to expedite your account validation. Ways To Locate the Serial Number:

  • V-7700 Controller: inspect the pull out tag on the front of the 7700 Controller
  • V-7000 FSP: inspect the label on the right side of the Flash Storage Platform; collect the chassis serial from the output of ‘vinventory’ at the Array Controller Module master.
  • V-6000 Array: inspect the label on the right side of the All Flash Array; collect the system serial number from the output of ‘vinfo’ at the Violin Gateway

Customer Support Resources

For general support questions or help with a forgotten password, email support@vmem.com

To set up a new account, Click Here

For customer service issues such as payment, shipping, and support contract issues, please contact Customer Service.

Customer Support Contacts

To contact Violin Customer Support by phone, dial 1-855-846-5465. Outside the United States, please refer to the list of international telephone numbers below.

International Toll-Free Phone Numbers

Germany 0800-100-0387

Iceland 800-7582

Ireland 1-800-948-352

Japan 0800-888-0336

Romania 0-808-360-186

Russia 800-100-8503

Switzerland 0800-820-063

Turkey* 90-850-2526376

U.K. 0-808-134-9908

U.S.A. 1-855-846-5465

* Toll charges apply