NetApp StorageCare
Who is it for?
This service is designed for any organisation using NetApp storage technology.
Why would you want it?
Storage is a fundamental part of your infrastructure and its effectiveness is integral to the performance of the rest of your infrastructure. With this service you can:
- Minimise the number of support incidents you experience
- Achieve faster incident resolution
- Mitigate the impact of problems with your storage infrastructure and
- Lower your NetApp support cost.
ISC’s NetApp StorageCare service offers you a choice of levels of cover, so you can choose one to both complement the extent of your in-house NetApp skills and to suit the criticality of your systems.
Overview of service
The service offers reactive and proactive support for NetApp storage hardware and software as well as technical and consultative advice. There are four levels of cover:
• Bronze providing a basic level of support
• Silver providing a higher level of hardware support and an annual storage availability report
• Gold providing enhanced hardware support, bi-annual storage availability reports, onsite troubleshooting and priority case management
• Platinum providing our highest priority level of support, contains all the benefits of Gold plus monthly storage availability reports, proactive monitoring and management, technical advice and strategic consultancy.
The table overleaf compares the four levels.
Service composition
All four levels of cover include, NetApp on the Web access, Unlimited Software Upgrades, AutoSupport and 24x7 phone and email logging.
NOW is NetApp’s customer portal that gives you access to an extensive knowledge base, release tools, training and product documentation.
As part of any support plan, you’ll receive Unlimited Software Upgrades providing you with software updates, maintenance releases and feature releases for all licensed NetApp software at no additional cost.
AutoSupport collects detailed systems information and automatically alerts ISC to potential or actual problems, in order to minimise resolution times. Often ISC can take corrective action before a problem becomes apparent. Additionally, you have access to 24x7 phone and email incident logging.
The levels of cover differ in terms of the service level agreement (SLA) applying to hardware failures. The hardware maintenance SLA stipulates how quickly incidents must be responded to and once diagnosed how quickly parts and, if appropriate, engineers should be onsite. It also details the hours of operation for the service, either normal business hours (Monday to Friday, 9am to 5pm) or 24 hours a day seven days a week. See table for detail.
The four levels of cover vary considerably in their provision of storage availability reports, priority case management and onsite troubleshooting.
A storage availability report provides a regular snapshot of filer head performance.
Priority case management gives priority to your incidents over clients with lower levels of support. Not only will your incidents be made a higher priority for resolution but they will be allocated to the most senior engineer available.
Where non-hardware related incidents cannot be resolved remotely, onsite troubleshooting provides you with onsite resource without delay and without extra cost.
Additionally with the Platinum level service, ISC will take proactive responsibility for the availability of your NetApp storage infrastructure and provide you with advice on its development.
With remote management ISC will proactively monitor a wide range of short term performance indicators and, should any of these go out of range, a Proactive Support Advisor will pre-emptively contact you to discuss the issue and its resolution.
Not all of the issues you encounter will be the sort of hardware failure or software fault covered by your support agreement. The pack of 10 helpdesk incident resolutions provides you with expert incident resolution assistance for what would otherwise be chargeable work. These incidents can also be used for pro-active ‘how do I?’ technical support. Perhaps the most useful part of your support service, these ‘get out of jail free cards’ are not available with NetApp’s support service.
The annual physical inspection will detail any corrective actions required to maintain the availability of your NetApp storage.
As well as helping you with the management and support of your NetApp environment, ISC will also assist with its development. Strategic technical advisor gives you unmetered access to a Solution Architect able to provide you with specialist advice on the relevance and importance of new features and the development of your NetApp infrastructure.
Non-returnable disk is an optional extra that, while replacing any failed disks with new ones, enables you to retain the failed disk to dispose of it in accordance with your data security policies.
Why ISC?
ISC is a leading NetApp partner with a wealth of storage and support experience. ISC is a NetApp Platinum Partner, Support Certified (approved and supported by NetApp to support NetApp technology) and Professional Service Certified (authorised by NetApp to undertake design, implementation and other consultancy services in accordance with NetApp best practice and process).
ISC’s expertise in other key infrastructure areas (supported by premier technical accreditations) enables it to understand and anticipate the dependencies with your broader infrastructure.
ISC’s NetApp StorageCare service provides you with all the benefits of NetApp support and more but for a very appealing price.
Pricing and scope
The service is priced on a per filer head basis and is available throughout mainland UK only.
What next?
To find out more speak to your account manager or call Chris Curtis on 01480 421030.
To obtain a quotation e-mail the serial number of each NetApp filer head requiring support to nsc@iscnet.co.uk.
| Service features | Bronze | Silver | Gold | Platinum |
| NOW access | Y | Y | Y | Y |
| Unlimited software upgrades | Y | Y | Y | Y |
| AutoSupport | Y | Y | Y | Y |
| 24x7 Phone and email logging | Y | Y | Y | Y |
| Hardware maintenance SLA | ||||
| Initial response: within 4 hours, Mon-Fri 9-5 | Y | Y | - | - |
| Parts delivery: next business day | Y | - | - | - |
| Engineer on-site: within 4 hours of diagnosis, Mon-Fri 9-5 | X | Y | - | - |
| Initial response: within 4 hours, 24x7 | X | X | Y | Y |
| Parts delivery: within 4 hours of diagnosis, 24x7 | X | Y | Y | Y |
| Engineer on-site: within 4 hours of diagnosis, 24x7 | X | X | Y | Y |
| Storage availability report | X | A | B | M |
| Priority case management | X | X | Y | Y |
| Onsite troubleshooting | X | X | Y | Y |
| Remote management | X | X | X | Y |
| Pack of 10 helpdesk incident resolutions | X | X | X | Y |
| Strategic technical advisor | X | X | X | Y |
| Physical inspection | X | X | X | Y |
| Non-returnable disk | OE | OE | OE | OE |
A = Annual
B = Bi-annaul
M = Monthly
OE = Optional extra
