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NetApp Knowledge Base

FAQ: SupportEdge Expert Services

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Applies to

SupportEdge Expert

Answer

  • SupportEdge Expert gives you the highest level of support and further enhances your NetApp experience with advanced, proactive, personalized support services such as managed software upgrades and periodic system health reviews performed remotely by NetApp professionals.
  • With SupportEdge Expert, issue resolution is accelerated with direct routing to level 2 support and expedited access to NetApp global support experts. 
  • Documentation:
  • Common Questions:

What services are included with Expert?
    Expert includes two new services: Health Checks and Managed Upgrades.

How many health checks am I entitled to per system?
    Each system is entitled to four health checks per contract year.

How many managed upgrades am I entitled to per system?
    Each system is entitled to two upgrades per contract year.

How do I request a service?
    Entitled customers may request a service by contacting their SupportEdge Expert representative.

How are services delivered?
    Services are delivered remotely by NetApp engineers.
 
Do I need to be present during the upgrade process?
    Yes. Remote delivery team will use Zoom remote session for remote connection. You still need to be present to let NetApp engineers to systems being upgraded.

Additional Information

N/A