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What is in the scope of NetApp Technical Support

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Applies to

  • All NetApp Products 
  • NetApp Technical Support 
  • EOVS - End of version support
  • EOS - End of Support
  • Self Service
  • No active contract 

Answer

  • Who should I contact for help with new system installations or storage configuration?

Setup and configuration of new installations are managed by the customer, NetApp Professional Services (PS), or a certified partner, as determined by the sales terms. Should a blocking hardware or software issue, such as a failed part or critical software bug, arise, contact Technical Support for resolution. For non-critical setup and configuration assistance, NetApp Professional Services (PS) is your go-to resource. For guidance on the appropriate support channel, consult your SAM or Account team.

  • Will Support help me for a issue with a NetApp product?

Yes, if you are running a supported version, a supported configuration and have active support entitlement on the serial number

  • I plan maintenance or upgrade to my NetApp products, and I need a ticket in case I need help. How do I create it?
    • The is no need to pre-create a case, since once you have an issue you can always call in and we will assist.
    • If for any reason you still prefer a case, you can create a proactive case using ELIO.   
       
  • My installed version is End of Support, but my contract is still active, can I get support?

You will be supported on reasonable effort basis only for P1 cases.

  • If a software release has reached EOVS, technical support will only help with an upgrade to a supported release, within the boundaries of the support entitlements. Any other issues encountered may be revisited if the customer elects to upgrade and the issue continues to be observed after upgrade to a supported release.
  • If the issue is related to the current installed release that has reached EOVS, engineering will not engage to provide escalation assistance or a fix.
  • Please see Software Version Support doc for more info.
  • What is reasonable effort based support?

NetApp Technical Support engineers will help as much as they can; however, Engineering engagement is not possible.

  • I am renewing my contract, can you support on a P1 situation?

Please consult with your NetApp Account Team on the possibilities.

  • I will pay for one-time support, how can we get started?

If you are on supported software version, Please reach out to CSIB team to proceed further.

  • My system performance was better with other Vendor Storage, but its not working at par with NetApp.

Two vendor systems cannot be compared, as they are designed differently; Support team will do their best to help you if performance is degraded, however if you want to size the environment to suit your requirement, please work with the SE team to size your system properly.

  • I have an active contract, why wont you support me?

If any of the above mentioned conditions come into play, you must contact the respective teams to seek help.

 

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.