Skip to main content
NetApp Knowledge Base

What are the SAM Account SharePoint Best Practices

Views:
131
Visibility:
Internal
Votes:
0
Category:
not set
Specialty:
not set
Last Updated:
4/24/2024, 9:45:20 PM

Applies to

  • Support Account Manager (SAM)
  • Support Account Management Major Incident Team (SMIT)
  • Customer Support Delivery (CSD)

Answer

SAM covered accounts will have a SAM Account SharePoint created which is accessible here.

This location includes key account information, P1 escalation procedures, SAM and Backup SAM information, SAM reports, upgrade plans and other content.

Minimum Required Content

The Account SharePoint should contain the following content at a minimum:

  • Account Overview
  • Account Name:​ Client Owner Name (SAP)
  • Company Description
  • CAP Status
  • SAM and Backup Contact Information
  • Special Alerts and Instructions
  • NetApp Account Team Contacts
  • Customer Contacts
  • Account Information - Document Repostory
    • Completed SAM reports
    • Upgrade documentation
    • SAM Kick off presentation
    • Previous Customer Success Plans
    • Previous presentations used to update Executive Sponsors/Engineering Liaisons
    • Previous presentations used for Strategic Account Updates
  • Reference/Important Links

Example: Providence St Joseph Account SharePoint.

 

Link in SAP Case Alerts

Technical case Alerts should include a reference to the SharePoint site.  This ensures that it is available to anyone attempting to support the customer.

 

Minimum Update Cadence
Content should be validated for currency on at least a quarterly basis.

 

Ensure List Accuracy
Ensure content in the Account SharePoint list here is kept up to date.  This is done via following the process found in Additional Information.

Additional Information

SAM Access Only :  SAM SharePoint Update Process

 

 

This is an internal KB article and its content should not be copy/pasted and shared with people outside of NetApp. Always seek Duty Manager authentication of caller for password reset requests. If you need further assistance post a question in Knowledge Xchange