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How do NetApp, Broadcom, and Customers Collaborate for Switch Troubleshooting and Replacement?

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Applies to

  • Broadcom BES-53248 switch purchased from NetApp
  • Broadcom support contract with onsite parts replacement service level agreement

Answer

NetApp offers the BES-53248 switch as part of select FAS, AFF, and MetroCluster solutions. NetApp is committed to collaborating on resolving issues. If the problem is solely a Broadcom issue NetApp will recommend reaching out to Broadcom for further assistance. This approach ensures that each party is responsible for addressing issues related to their respective products or services, while still maintaining a cooperative and supportive relationship.

Detailed below are responsibilities of each party involved:

NetApp Technical Support
  • Providing support for NetApp hardware and software
  • Performing initial triage of Broadcom software issues to rule out configuration problems
  • Offering assistance to raise a case with Broadcom support
  • Offering advice as needed for the complete storage solution
  • Verifying cluster network health after switch replacement
Customer
  • Perform onsite troubleshooting and recovery actions recommended by Broadcom support
  • If the switch is determined to be faulty, review the switch replacement process
  • Back up the switch configuration
  • Schedule a change request
  • Inform Broadcom field engineer of onsite access requirements, providing detailed grid, row, and rack location
  • Provide onsite Broadcom field engineer with firmware image and NetApp switch reference configuration file (RCF)
  • Ensure availability of an SCP/SFTP/HTTP/TFTP server for downloading firmware and RCF to the switch during replacement
    • Notify Broadcom if file transfer options are unavailable to arrange for USB delivery of FW and RCF by the onsite engineer
  • Re-loading of network configuration such as switch management interface configuration (IP address, default gateway) and SSH settings
Broadcom Service Provider TAC
  • Remote technical support and triage of switch hardware and software
  • Return Material Authorizations (RMA) dispatch of replacement part (Field Replaceable Unit, switch) per the contract SLA purchased
  • Provide onsite parts and labor from the time the Service Provider TAC has determined a replacement is required and confirmed dispatch with the customer
  • The onsite technician with the assistance from the customer will ensure the switch contains the appropriate firmware and will restore any port licenses previously installed on the failed switch
  • Maintenance support - Broadcom can load the customer provided RCF file with an onsite engineer during production switch replacement

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.