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
SupportEdge offers expert support services designed to address business and mission-critical data environments; the simple, effective way to optimally manage your storage investment.
| 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.
