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FAQ: Support for Cisco and MDS switches

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Applies to

Cisco MDS and Nexus switches purchased from NetApp

Answer

For general information related to Cisco registration, entitlement, raising support cases, and device coverage:

Cisco Support Resolution Guide

Support

Who installs the config onto the switches at first install?

Professional Services will install the firmware and ‘golden config’ when deploying the cluster. NetApp allows customer installs (the firmware and ‘golden config’ will be downloaded from the NetApp Support Site (NSS).

Who is responsible for installation of replacement parts?

Cisco provides advance hardware replacement service levels include next-business day depending on the region.

Who arranges access for engineers for hardware replacement?

The customer will need to arrange physical access to their switches for service by Cisco field support.

Who is responsible for on-site troubleshooting for Cisco switches?

The customer is responsible for all on-site troubleshooting.

Who is responsible for on-site remediation and action plans for Cisco switches?

The customer is responsible for any on-site remedial steps not requiring parts replacement.

Who is responsible for reloading the RCF file onto a replaced unit when the replacement switch is installed?

The customer is responsible for having backup files of the RCF used for installation. If the customer has Cisco on-site parts replacement Cisco services team will reload the RCF if instructed to do so. For detail instructions refer to How do NetApp, Cisco and Customers Collaborate for Switch Troubleshooting and Replacement.

Additional Information

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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.
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