SupportEdge Offerings

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

 

HW Warranty Support and SupportEdge Upgrade Options:
FeatureSupport Included with Hardware Product WarrantySupportEdge StandardSupportEdge Premium
Storage System InstallationNot included but available for purchaseNot included but available for purchaseIncluded[*]
24x7 Remote Technical SupportIncludedIncluded with hardware warrantyIncluded with hardware warranty
Target Response Objectives for Remote Technical SupportNot availablePriority 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 PartsIncludedIncluded with hardware warrantyIncluded with hardware warranty
Replacement Parts Target Response Objectives and InstallationNext 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 SupportNot availableNot availableIncluded
NetApp Unified Support (enhanced 3rd party product support)Not availableNot availableIncluded
Installation of Remedial Software UpdatesNot availableNot availableIncluded
Software Support PlanNot Included but available for purchaseIncludedIncluded
24x7 Access to NetApp Support SiteIncludedIncluded with hardware warrantyIncluded with hardware warranty
AutoSupport
My AutoSupport
NetApp Remote Support Diagnostics Tool
IncludedIncluded with hardware warrantyIncluded with hardware warranty


FeatureSoftware Support Plan
24x7 Remote Technical SupportIncluded for software
24x7 Access to NetApp Support Web SiteIncluded
Software UpdatesIncluded

[*] 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.