FAQ: SupportEdge Expert Services
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- Last Updated:
- 7/22/2025, 7:27:07 PM
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 Questions
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. |
BlueXP MIS
What deployment modes are available in BlueXP, and which one does BlueXP MIS support? |
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What happens if a customer installs new Expert-entitled systems after BlueXP MIS is already installed? |
Customers can usually discover newly installed Expert-entitled systems on their own. If they encounter issues, the SAM (Sales Account Manager) can submit a new PS Resource Request to restart the discovery process.
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Are existing Expert customers eligible for BlueXP MIS? |
Yes. Customers who purchased the Expert entitlement before October 1, 2024, are grandfathered into the BlueXP MIS offering.
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What does a BlueXP MIS engagement include? |
During a BlueXP MIS installation, the Professional Services (PS) Engineer will:
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Additional Information