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Support

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Key Points:
  • Proven expertise to understand and resolve data storage problems
  • Technical Support Centers that quickly and seamlessly work with customers to deliver measureable results.
  • Automated remote diagnostic tools that work 24x7 to relieve staff of redundant tasks

NetApp provides cost-effective support scaled and priced for your needs, whether you are a large enterprise, classified government installation, or small business.

You need a simple, effective way to optimally manage your storage investment. Let NetApp help you achieve that goal.

Our experts will help mitigate support issues and ensure the highest availability for your enterprise data environment. NetApp’s innovative, proactive support means you’ll have fewer and less severe support cases. But if a problem should arise, our award-winning technical/field support – delivered in over 80 countries – won’t rest until it’s solved.


Warranty Upgrade Options
Features Support Included with Hardware Product Warranty SupportEdge Standard SupportEdge Premium
24x7 access to NetApp Technical Support Center Included (Included with Hardware Warranty) (Included with Hardware Warranty)
Priority case handling Not available Not available Included
Parts availability and response times Next business day parts delivery Choose one of the following[*]:
  • 24x7 onsite, 4 hour target response
  • 24x7, 4 hour parts delivery
  • Next business day onsite
 Choose one of the following[**]:
  • 24x7 onsite, 2 hour target response
  • 24x7 onsite, 4 hour target response
  • Next business day onsite
Onsite Support Not available Not available Included
Firmware updates Access to all firmware releases (Included with Hardware Warranty) (Included with Hardware Warranty)
Installation of remedial updates
Software updates Included for first 30 days Limited to bug fixes and patch releases All releases All releases
Installation of remedial updates
NetApp Support Automation Suite
  • AutoSupport
  • 24x7 access to NOW site
  • Online case submission
  • NetApp Remote Support Diagnostics Tool
  • My AutoSupport
Included (Included with Hardware Warranty) (Included with Hardware Warranty)
Initial Installation of Hardware and Software Optional Optional Included

Our SupportEdge offerings include a robust suite of electronic tools with intelligent support automation and robust visual information. The SupportEdge offerings provide a simple, effective, and affordable way to get the most out of your storage investment. Discover which offering is right for you (PDF).

[*] View support product specifications for specific deliverables.
[**] Response time availability based on location of system.