netapp - arrow · pdf fileagenda netapp support – hardware warranty – supportedge...
TRANSCRIPT
Petr Wünsch
Pre-sales Systems Engineer
NetApp PA2013: Není podpora jako podpora
Agenda
NetApp Support
– Hardware Warranty
– SupportEdge
PartnerChoice Services
for Certified Partners
Support Services
Certification Program
ASUP
Hardware Warranty
included with every product
basic for 36 months; can be extended
Data ONTAP Software Subscription is
included
available levels:
– Next Business Day Parts Delivery only
no onsite support
NetApp SupportEdge
Premium Standard
Onsite troubleshooting Yes No
Priority handling Yes No
Parts replacement 4h, NBD 4h, NBD
Parts delivery N/A 4h
Initial installation included available
NetApp Unified Support included N/A
• Partner is reselling NetApp SupportEdge services
to customer
• Support completely delivered by NetApp
• NetApp is the primary contact for customer support
requests
Target Response Objectives (initial Call Response Time)
Priority Premium Standard Warranty
Priority 1 30 minutes – 24x7 2 hours – 24x7 N/A
Priority 2 2 hours – 24x7 4 hours – 24x7 N/A
Priority 3 8 hours – 24x7 16 hours – 24x7 N/A
Priority 4 24 hours – 24x7 36 hours – 24x7 N/A
Unified Support Summary and Benefits
NetApp® Unified Support flexibility: Supports
both new and legacy products
Customer assistance for engagement of
third-party vendor support: Any vendor with
an active support contract
Streamlined resolution process: No additional hurdles to jump before
troubleshooting begins
Avoid vendor lock-in: No fixed configurations (Not limited to FlexPod)
PartnerChoice Serices for Certified Partners
PartnerChoice Services
PartnerChoice NetApp SupportEdge
All NetApp partners
eligible
NetApp brand
Sold direct and through
partners
NetApp delivered
Support Services
Certified partners eligible
Partner brand
Sold only to authorized
partners
Co-delivered by NetApp
Onsite
Services
Prepaid
Consultancy
Access
To Web
Support
Software
Support
Account
Renewal
Reports Remote
Monitoring
Service
Storage
Health
Checks
Multivendor
Support
Integrated
Contract
Renewals
Help Desk
8 x 5
Help Desk
24 x 7
PartnerChoice Services NetApp Inside
Onsite Plus,
Parts Replace-
ment & Delivery,
Level 3
and Level 4
Escalation
My AutoSupport
& NTSTP
Multivendor
Escalation
Warranty &
Software
Support
Plan
Storage
Support
NetApp to Partner
Partner to Customer
NetApp
PartnerChoice
Support Services
Partner Services
NetApp
“Inside”
PartnerChoice Services NetApp Inside (continued)
NetApp to Partner
Partner to Customer
Onsite
Services
Prepaid
Consultancy
Access
To Web
Support
Software
Support
Account
Renewal
Reports Remote
Monitoring
Service
Multivendor
Support
Integrated
Contract
Renewals
Help Desk
8 x 5
Help Desk
24 x 7
Onsite Plus,
Parts Replace-
ment & Delivery,
Level 3
and Level 4
Escalation
My AutoSupport
& NTSTP
Multivendor
Escalation
Warranty &
Software
Support
Plan
Storage
Support
Storage
Health
Checks
NetApp Confidential - Internal Use Only 10
Partner is selling
customized support
Support delivered by
partner • 24x7 helpdes
• level 1 and 2 case
handling
• troubleshooting
NetApp provides
backline support to
partner • escallations
• parts delivery or
replacement
• onsite plus
NetApp PartnerChoice with Onsite Plus
Only partners with
Support Services
Certification are eligible
to purchase
Configurable
components
Provides competitive
advantage by easily
enabling SupportEdge
Premium-like offerings
Required
Providing more flexibility
and value to our
partners
Onsite Plus
- Onsite troubleshooting
- Installation of remedial software updates
- Unified support escalation
New
Parts replacement: 4hr, NBD
Parts delivery: 4hr
Optional
System Installation
Software Support Plan
Warranty/Extended Warranty
- 24x7 Phone Support
- 24x7 Web Support
- Parts Delivery NBD
Case
Closure
Case Closure
Part/
Engineer Part/
Engineer
12 NetApp Confidential - Internal and Partner Use Only
Support Services Certified Process
Case Resolution
Customer
Case Initiated
Level 1 and 2
Partner Help Desk
Partner
Support Center
Telephone
NetApp Support Site
NetApp
Automated
Support
NetApp® Global Support Center
Backline
Support
& Product
Specialists Escalations,
Engineering and
Manufacturing
NetApp Support vs PartnerChoice
Feature Hardware
Warranty1
SupportEdge
Standard1
SupportEdge
Premium1
Partner-
Branded
Services
Remote Technical Support P P P P
Replacement Parts P P P P
Replacement Parts Target Response Objective P P P P
Access to the NetApp® Support Web Site P P P P
AutoSupport™ Family P P P P
Replacement Parts Delivery Target Response
Objective and Installation
P P P
Target Response Objective for Remote Technical
Support P P P
Installation of Replacement Parts P P P
Software Support Plan (Remote Technical
Support, Access to the NetApp Support Site,
Software Updates)
P P P
Initial Installation of Hardware and Software Optional P P
Installation of Remedial Software Updates P P
Onsite Troubleshooting P P
NetApp Unified Support P P
Non-Return Disk Optional Optional
1. View Support Offerings Terms and Conditions of Sale for specific definitions, responsibilities, and exclusions. Product
descriptions are subject to change without notice. HW warranty support is a prerequisite for any SupportEdge offering.
Support Services Certification Program
Program Requirements
Mature Emerging
Support Policies
Software Support Plan (SSP)
Warranty requirements
Audit
AutoSupport activation
Notification of product location or configuration change
Support Infrastructure
Call center 24 x 7
Field services support 24 x 7
Training Requirements
Support Engineer Professional and Support Engineer
Specialist Track 1 Track 2
Performance Metrics
Minimum performance ratio (PR)
Program Management
Primary point of contact
Business reviews
Program Requirements (continued)
Mature Emerging
Installed Base Management
Rules for selling support services
Renewals and agreement transfers
Logistics Management
RMA management
Part inventory management
Survey Requirements
End-user surveys
Reporting
Case management report
Installed base tracking and revisions report
Contract renewal report
Parts inventory report
Training
17
Track 2 for Emerging Markets
Systems Supported Number and Type of Engineers Required
0-25 2 Professionals (NCDA)
25-100 1 Specialist, 1 Professional
100-500 2 Specialists, 1 Professional
500-1000 3 Specialists, 1 Professional
Note: Field engineers must be at the professional level or Authorized Support Engineer (ASE2)
Partner Support Roles & Responsibilities
Partner Level 1 Partner Level 2 NetApp Backline
Customer initial entry point Advanced diagnostics/troubleshooting Advanced troubleshooting for
complex/critical cases
Validate customer contact details and update
the NetApp Support site as appropriate
Perform fault isolation Provide backline support to partner
Customer entitlement verification Notify customer of case progress or
closure
Validate hardware and/or software
bugs with appropriate workarounds
Initial problem determination & call
qualification
Dispatch partner field service engineers
if contractually required
Dispatch NetApp field service
engineers if contractually required
Document customer problem and assign case
ID electronically
Process NetApp RMA (spare parts
request) via NetApp Support site,
verifying delivery details
Escalate to internal product specialists
when required to resolve a case
Cross-reference problem & AutoSupport
against NetApp Support site knowledge base
& field alerts
Ensure return of defective NetApp part
within 10 working days following
shipment
Ensure receipt of customers’ AutoSupport
notifications and triage as appropriate
Populate NetApp knowledge base with
case resolution
Document case activities until resolution, or
hand-over to next level
Qualify escalations prior to opening a
case with NetApp Global Support
Ensure timely customer contact and case
follow-up
Ensure timely and effective handover of cases
Follow analytical process to resolution
High-level Sign-up Process
Action Partner NetApp
Submit Business Plan
Exploratory Conference Call
Present support service model and growth strategy
Site visit with support service capability review
Complete qualification requirements
Internal recommendations and approval
Install base approved by NetApp® sales
Contract review and sign
Strengthen Your Role as a Trusted Advisor
Increase customer satisfaction
Help customers maximize the value of
their NetApp investments
Enhance customer loyalty
Gain a deeper understanding of your
customers’ storage environment with
visibility into their aggregated data
Offer guidance to better plan, build,
and run the data center
Provide high-value, personalized
services
ASUP
ASUP možnosti
• Dostáváme ASUP
• Declined AutoSupport Enablement –
víme/nevíme ->NetApp support site
• Decommissioned System - nevíme ->NetApp support site
ASUP 18.2.
Partner - + 18.2.
CDC DATA 2 9
FUJITSU 1 7
COMPAREX CZ 4 0
PROACT 5 8 42
S&T 3 5 11
SIMAC 9 16
VISION IT 2 4 5
