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How do NetApp, Cisco, and Customers Collaborate for Switch Troubleshooting and Replacement?

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Applies to

  • Cisco Nexus and MDS switches purchased from NetApp
  • Cisco SmartNet support contract with ONSITE parts replacement

Answer

NetApp incorporates Cisco Ethernet switches in Cluster and MetroCluster solutions and is committed to collaborating on resolving issues. If the problem is solely a Cisco issue NetApp will recommend reaching out to Cisco for further assistance. This approach ensures that each party is responsible for addressing issues related to their respective products or services, while still maintaining a cooperative and supportive relationship.

Detailed below are responsibilities of each party involved:

NetApp Technical Support
  • Providing support for NetApp hardware and software
  • Performing initial triage of Cisco software issues to rule out configuration problems
  • Offering assistance to raise a Cisco support case 
  • Offering advice as needed for the complete storage solution
  • Verifying cluster network health after switch replacement
Customer
  • Perform onsite troubleshooting and recovery actions recommended by Cisco support
  • Back up the switch configuration
  • Schedule a change request
  • Inform Cisco field engineer of onsite access requirements and provide detailed grid, row, and rack location
  • Inform Cisco support to replace switch and load desired reference configuration file (RCF) and NX-OS operating system image
  • Provide Cisco onsite engineer with desired NetApp RCF and NX-OS image
  • Assist Cisco onsite engineer with any previous site customizations such as switch management interface configuration (IP address, default gateway, Virtual Routing and Forwarding context management) and Secure Shell settings
  • Note: In the event of technical difficulty during onsite replacement request the Cisco field engineer to escalate with Cisco Virtual Internetworking Support Engineering (VISE)
Cisco Technical Assistance Center (TAC)
  • Remote technical support and part return material authorization (RMA)
  • Onsite parts replacement by Cisco field services (CFS)***
  • CFS will install the same Cisco NX-OS / firmware as previously installed on the original Hardware***
  • CFS will apply a customer-provided configuration onto the replacement Hardware***
  • CFS will confirm configuration of replacement hardware with customer before leaving site***

***If Cisco switch does not have ONSITE entitlements denoted by a service level of "OS" this is a Customer responsibility.

Additional Information

 

NetApp provides no representations or warranties regarding the accuracy or reliability or serviceability of any information or recommendations provided in this publication or with respect to any results that may be obtained by the use of the information or observance of any recommendations provided herein. The information in this document is distributed AS IS and the use of this information or the implementation of any recommendations or techniques herein is a customer's responsibility and depends on the customer's ability to evaluate and integrate them into the customer's operational environment. This document and the information contained herein may be used solely in connection with the NetApp products discussed in this document.