NetApp offers expert support services to help you optimize your business and mission-critical data-storage environments.

 

HW Warranty Support and SupportEdge Upgrade Options:
Feature Support Included with Hardware Product Warranty SupportEdge Standard SupportEdge Premium
Storage System Installation Not included but available for purchase Not included but available for purchase Included[*]
24x7 Remote Technical Support Included Included with hardware warranty Included with hardware warranty
Target Response Objectives for Remote Technical Support Not available Priority 1: 2 hours
Priority 2: 4 hours
Priority 3: 16 hours
Priority 4: 36 hours (all times on a 24x7 basis)
Priority 1: 30 minutes
Priority 2: 2 hours
Priority 3: 8 hours
Priority 4; 24 hours (all times on a 24x7 basis)
Replacement Parts Included Included with hardware warranty Included with hardware warranty
Replacement Parts Target Response Objectives and Installation Next business day Customer installs all Replacement Parts. Choose one of the following:[**]
•  24x7, 4-hour (NetApp installs all Replacement Parts)
•  24x7, 4-hour (Customer self-installs all Replacement Parts)
•  Next business day (NetApp installs all Replacement Parts)
NetApp installs all Replacement Parts. Choose one of the following:[**]
•  24x7, 2-hour
•  24x7, 4-hour
•  Next business day
Onsite Support Not available Not available Included
NetApp Unified Support (enhanced 3rd party product support) Not available Not available Included
Installation of Remedial Software Updates Not available Not available Included
Software Support Plan Not Included but available for purchase Included Included
24x7 Access to NetApp Support Site Included Included with hardware warranty Included with hardware warranty
AutoSupport
My AutoSupport
NetApp Remote Support Diagnostics Tool
Included Included with hardware warranty Included with hardware warranty


Feature Software Support Plan
24x7 Remote Technical Support Included for software
24x7 Access to NetApp Support Web Site Included
Software Updates Included

[*] If Customer is purchasing SupportEdge Premium from an authorized NetApp reseller, the reseller may choose to replace Storage System Installation with their own installation service. In this instance, the price of SupportEdge Premium would be reflective of this feature not being included.

[**] Response time availability based on the install location of the NetApp equipment.