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FAQ: SupportEdge Expert Services

  1. Last updated
    Jul 22, 2025
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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?

  • Standard Mode:
    This is the most commonly used mode and is the only mode supported by BlueXP MIS.

  • Restricted Mode:
    Typically used by state and local governments or regulated industries.

  • Private Mode:
    Designed for highly secure environments.
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.

 

  • Customers are allowed up to two MIS engagements per year.
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.

  • During your next HealthCheck, please ensure both the customer and sales team are aware of this benefit.
What does a BlueXP MIS engagement include?

During a BlueXP MIS installation, the Professional Services (PS) Engineer will:

  • Discover all entitled NetApp systems, including:
    • Standard
    • Advisor
    • Expert

 

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.