Network Appliance Expands Its Customer Service Offerings

Sunnyvale, CA - September 17, 2002 -- Network Appliance, Inc., (NASDAQ: NTAP), a leading provider of enterprise network storage solutions, today announced new features for NetApp on the Web (NOW), the award winning Network Appliance Web site dedicated to online support for enterprise customers and the company's channel partners. Users will now have even greater access to proactive and resolution-focused online support information and services to ensure better business continuance and management of their storage infrastructure investments. NOW is a Web-based, enterprise-ready site that provides customers, partners, and resellers tailored views with common access to support, training, product management, consulting, and ordering.

New Enhanced Features:
  • Concept-based "PowerSearch" search engine
  • Proactive technical case and product configuration management (Call Home Feature)
  • "VIP" Portal-Peer-to-Peer, collaborative service offering
  • Telnet capabilities to allow for remote application sharing
  • Push alerts for timely product information updates
  • Electronic software delivery and parts purchasing
  • Online peer group communities

Other features on the NOW site allow customers to manage their profile information, set up personalized views (MyNOW), download software, manage service contracts, access a vast collection of technical resources, and submit their cases and Return Material Authorization (RMA) documents. The NOW site has already won the WebStar Service Award twice from the Software Support Professionals Association (SSPA).

"NetApp understands that solid enterprise customer support is one of the basic elements of any company's technology investment, ensuring continuous access to mission-critical information," says Heidi Berg, systems consultant for ProAct Systems, who uses NOW. "NOW provides important service and support information directly to its customers instead of hoarding it."

"The NOW site is a critical component of Network Appliance's enterprise customer service strategy, enabling customers to quickly and efficiently manage their own storage infrastructure investment via Web-based services," said Mark Santora, senior vice president of marketing at Network Appliance. "Using innovative technology, we provide customers with a collaborative and content-rich online destination that integrates with our proactive NetApp AutoSupport to provide real-time technical case resolution product support."

For more information regarding Network Appliance's support programs, Global Support Center, or flexible support programs, visit

About Network Appliance

Network Appliance is a world leader in open network storage solutions for today's data-intensive enterprise. Since its inception in 1992, Network Appliance has pioneered technology, product, and partner firsts that continue to drive the evolution of storage.

Press Contact:
Marla Dierkes
Network Appliance, Inc.
(408) 822-3580