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How to escalate a NetApp Technical Support Case

  1. Last updated
    Jul 25, 2025
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Last Updated:
7/25/2025, 7:24:37 PM

Applies to

  • NetApp Technical Support
  • Support Case Management

Description

This guide outlines the steps to escalate a NetApp support case when you need faster resolution or additional attention.  NetApp aims to resolve issues efficiently by assigning cases to technical support engineers, but escalation options are available if needed.

  • NetApp Support is available 24/7 across all global regions (US, Canada, Europe, Middle East, Asia Pacific).

Procedure

Contact Your Case Owner
  • Always start by reaching out to the engineer assigned to your case by email or by phone.
  • If the engineer is unavailable (e.g., off-shift), proceed to the next step.
Call the Support Center (for immediate assistance)
  • Dial the NetApp support number for your region (available 24/7).
    • US and Canada: +1 888 463 8277
    • EMEA and Europe: +800 44 638277
    • Asia and Pacific: +800 800 80 800
  • Have your case number ready.
  • You’ll be redirected to an on-shift engineer who can assist you.
Escalating to a Duty Manager
  • If your issue remains unresolved or needs prioritization:
    • Ask to speak with the Duty Manager during your support call.
    • If unable to reach a case owner, call support again and select the prompt to engage with the Duty Manager.
    • Alternatively, escalate via the NetApp Support site or email in the next step.
Use Online Escalation Options
  • Go to mysupport.netapp.com.
  • Chat Option: Select “Chat with an agent about this case” to speak with your case owner.
  • Email Escalation: Click “Escalate this case to the duty manager” to notify them directly.
Updated_screenshot_Case_escalation.png

Additional Information

N/A

 

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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.