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How to create a technical support case for a proactive ONTAP upgrade

  1. Last updated
    May 16, 2025
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Category:
ontap-9
Specialty:
CORE
Last Updated:
5/16/2025, 8:34:17 AM

Applies to

  • ONTAP 9
  • Proactive Upgrade
  • NetApp Cloud Volumes ONTAP

Description

  • There is no need to open a NetApp Support case for an ONTAP upgrade
  • However, business requirements of change control might necessitate the creation of a NetApp technical support case for a proactive ONTAP upgrade window

Procedure

Create a Proactive Upgrade case
  1. Browse to the NetApp Support site.
  2. On the right side of the page is the assisted support pane.
  3. Select the Elio Logo-Elio-Small.pngicon.
  4. From the Elio Can Help menu select Report my upcoming maintenance in the top field.
  5. In the second field select ONTAP Upgrade.
  6. In the final field enter a serial number of a controller within the ONTAP cluster being upgraded.  There is a link to Look up serial number if needed.
  7. Click on the Submit button.
  8. Elio will confirm the request is for upcoming planned maintenance.  Click on the yes button to confirm.
  9. When Elio is complete a case will be automatically created and shown under your Cases tab of the NetApp Support menu.
  10. The case that is created is automatically closed.  This is intentional since there is no work at that time for the NetApp technical support team. 
Error encountered during Upgrade

If assistance is needed during the course of the proactive upgrade, re-open the case created by Elio.

  1. Open the Cases tab on the NetApp Support menu.
  2. Re-open the case.

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.