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What are the requirements for remedial E-Series SANtricity OS Controller Software upgrade assistance?

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Applies to

  • E-Series
  • SANtricity OS Controller Software

Answer

Multiple NetApp Support Services types include remedial upgrades.  This article covers E-Series SANtricity OS Controller Software upgrades, while those same contracts might include other software products as well.

To qualify for remedial E-Series SANtricity OS Controller Software upgrades the following set of criteria must be met.

1. A serial number covered by one of the following contracts:

SupportEdge Expert

SupportEdge Advisor

SupportEdge Premium

SupportEdge Secure for Government: Onsite

2. Have a technical support case against a serial number from item #1 where a technical symptom was diagnosed and the resolution involves a fix in an updated E-Series SANtricity OS Controller Software release.

3. Currently on a version of E-Series SANtricity OS Controller Software that has not yet reached End of Limited Support.

4. Prepared to move to a version of E-Series SANtricity OS Controller Software that includes the fix as well as is in the SANtricity Support Matrix.

5. The remedial upgrade will take place via a remote session and will require the storage administrator to be engaged with the preparation and implementation of the upgrade.

6. The remedial upgrade applies only to the system impacted in the technical case.  If the E-Series SANtricity Storage Manager is outdated to manage the new E-Series SANtricity OS Controller Software version, that also will be updated.  Any other E-Series SANtricity OS Controller Software or other vendor systems upgrades (regardless of their connection to the impacted system or original symptom), will require Professional Service engagement.

Additional Information

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