Network Appliance Receives Support Center Practices Certification for Second Consecutive Year

Sunnyvale, CA - September 23, 2002 -- Network Appliance, Inc. (NASDAQ: NTAP), a leading provider of enterprise network storage solutions, today announced that it has received certification under the prestigious Support Center Practices (SCP) Certification program for the second consecutive year. Network Appliance is one of the few companies to have received worldwide certification under the SCP Certified program for support centers on three different continents. The SCP Certified program quantifies the effectiveness of customer support based upon a stringent set of performance standards and represents best practices in the industry. The re-certification occurred after extensive audits of the company's Sunnyvale, CA; RTP (Research Triangle Park), North Carolina; Hoofddorp, the Netherlands; and Singapore global support centers.

"Achieving the multi-continent SCP Certification is yet another milestone in our company's global support program as we continue to meet customer demands in real-time," said Mark Santora, vice president of marketing at Network Appliance. "By achieving certification two years in a row, we continue to prove our commitment to delivering the highest quality customer support worldwide."

SCP Certification, an internationally recognized standard created with the Service & Support Professionals Association (SSPA) and a consortium of leading technology companies, defines best practices for delivering world-class technology support. The program establishes a foundation to build on existing quality processes, and provides a clear focus on measurable results. SCP Certification requires comprehensive on-site audits to confirm that companies meet the requirements of over 100 business elements defined in the program. In addition, certified companies must demonstrate their commitment to high performance standards through annual re-certification audits. The SCP community is comprised of approximately 100 leading technology companies representing more than 200 support centers located across North and South America, Europe, and the Asia Pacific region.

Network Appliance joins the ranks of leading technology companies that have achieved SCP Certification. Currently, over 200 technology support organizations worldwide are participating in the SCP program. Participants include industry leaders such as Xerox Corporation, Lockheed Martin Incorporated, CompuCom Systems Incorporated., Rockwell Automation, Mentor Graphics Corporation, Cognos Incorporated, McKesson Corporation, and Stream International.

"By passing the rigorous requirements necessary to achieve SCP Certification, Network Appliance has made it clear the company is committed to delivering world-class support to its customers," said Ben Stephens, SCP auditor. "During the SCP Certification audit, Network Appliance demonstrated a clear commitment to customer satisfaction and continuous improvement."

"The SCP Certification has been established as the global standard for service quality and is being rapidly adopted by leading technology companies," said Bill Rose, founder and executive director of the Service & Support Professionals Association (SSPA). "Network Appliance can be proud to be placed among the industry leaders in service excellence through its attainment of the SCP Certification."

About Support Center Practices (SCP) Certification

The Support Center Practices (SCP) Certification program was developed to address service quality issues that affect the rapidly growing technology support industry. The SSPA and thirty-five of its member companies created the program along with Service Strategies Corporation. These companies contributed their insight and perspective into defining the key elements required for delivering World Class support. The SSPA represents over 17,000 service executives in over 2200 support centers worldwide. SSPA gives service and support professionals opportunities to share ideas, discuss developing trends and network with their peers. For more information about SSPA, visit Service Strategies Corporation is responsible for administering the SCP Certification program and conducting on-site certification audits. For more information about SCP Certification, contact Service Strategies Corporation at 858.674.4864 or 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