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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, software issue resolution is accelerated with direct routing to level 2 support and expedited access to NetApp global support experts.
Common Quesitons: Health Checks and Managed Upgrade Services
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 managed upgrade service?     Entitled customers may request a service by contacting their SupportEdge Expert representative.
How are manage upgrade 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 into the systems being upgraded.

 

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.