Technical Support
Quick Reference Card
CONTACTING NETAPP SUPPORT
You can open a support case through the NOW™ site or by
calling the Technical Support Center (TSC).
Submit a case using the NOW site
On the NOW homepage (http://support.netapp.com) select
“Open A Case” from the Technical Assistance banner.
Call a technical Support Center
• US and Canada: 888.4.NETAPP (1.888.463.8277)
• EMEA: 00.800.44.NETAPP (00.800.44.638277)
• Asia Pacific: +800.800.80.800
• For alternate contact numbers, see:
http://www.netapp.com/us/support/ngs-contacts.html
PREPARING FOR A SUPPORT CALL
You can significantly shorten case resolution time by having the
following information available when you call the support center:
• ASUP (Auto Support): Manually triggers an AutoSupport
message before call.
• Serial Number: Serial Number of the storage controllers,
software products (such as Operations Manager), and other
relevant products.
• Contact Info: Your contact information, in case the call gets
dropped.
• Description: The problem description and error messages.
• Impact: Business impact, system status, and priority.
• Environment: Description of the environment, OS version of
hosts, clients, and switches.
• Actions: The actions taken to this point.
• Changes: Any storage controller, host, client, or network
changes that could have triggered the issue.
• Error Messages: Any host, client, switch, or NetApp filer
error messages.
DEFINITIONS OF PRIORITY LEVELS
Priority 1: NetApp node, system or cluster is down, unable to
serve data, is in a state of frequent or repeating “Panic” or “Hang”,
or is in a state of degraded performance sufficient to prevent
normal business operations. At this Priority, both NetApp and
Customer must commit to around-the-clock action and
involvement by all necessary and appropriate personnel and
systems until a mutually agreeable workaround is provided and
normal business operations are restored.
Priority 2: NetApp node, system, or cluster is experiencing an
infrequent, isolated, or intermittent “Panic” or “Hang”, or is in a
state of degraded performance that allows business operations to
continue, but at an inconsistent or less than optimal rate. At this
Priority, NetApp is committed to a commercially reasonable best
effort to provide a workaround and/or restore normal operations
as quickly as possible.
Priority 3: NetApp node, system, or cluster is experiencing an
issue, anomaly, or cosmetic defect that inflicts little or no business
impact, and where a viable and mutually agreeable workaround or
hardware/software upgrade exists to mitigate the problem.
Priority 4: Normal requests for information regarding the
installation, configuration, use and maintenance of your NetApp
equipment. This includes administrative inquiries and return
material authorization (RMA) information. There is no impact to
your production systems or business operations.
HOW TO UPLOAD A FILE TO NETAPP
As a NetApp customer or partner anywhere in the world, you
might need to securely upload case and core data files to the
Technical Support Center and Engineering to help troubleshoot
support incidents.
For detailed information on how to securely upload data, see:
https://support.netapp.com/info/communications/ECMP1110586.h
tml
TARGET RESPONSE OBJECTIVES – Premium
Initial target response objective from time of customer contact for
SupportEdge Premium Entitlements:
Priority 1
Priority 2
Priority 3
Priority 4
30 minutes
2 hours
8 hours
24 hours
24x7 basis
24x7 basis
24x7 basis
24x7 basis
TARGET RESPONSE OBJECTIVES – Standard
Initial target response objective from time of customer contact for
SupportEdge Standard Entitlements:
Priority 1
Priority 2
Priority 3
Priority 4
2 hours
4 hours
16 hours
36 hours
24x7 basis
24x7 basis
24x7 basis
24x7 basis
For more information about SupportEdge coverage and features,
see: http://www.netapp.com/us/support/supportedge.html
ESCALATION GUIDELINES
If you have an open case that needs escalation, call the Technical
Support Center and ask to speak to the Duty Manager. The
NetApp Technical Support Center Duty Manager oversees
problem resolution and provides timely progress updates.
NetApp uses every reasonable method available, aligned with the
most appropriate skilled resources, to expedite a resolution or
stable workaround. To help us expedite a resolution in an
escalated case, we ask that you provide:
• Available or experienced systems and technical resources at
the customer site to adequately diagnose and troubleshoot
the problem.
• Complete or accurate communication of critical technical
details by the customer to the TSC.
• Timely and uninterrupted remote access to on-site storage
systems.
• A technical contact to fully engage and cooperate with
NetApp technical personnel in obtaining essential debugging
data as requested.
REMOTE SUPPORT DIAGNOSTICS TOOL
The NetApp Remote Support Diagnostics Tool can solve
problems faster, without customer intervention. The diagnostics
tool consists of three components: service processor in your
storage system (Remote LAN Module (RLM or SP); Remote
Support Agent (RSA); Remote Support Enterprise (RSE) server.
For more information on the Remote Support Diagnostics Tool
and deployment, installation, configuration requirements, see:
http://support.netapp.com/NOW/download/tools/rsa/index.cgi
MY AUTOSUPPORT
My AutoSupport is a web-based application that uses your system
information to improve self-service support and operational
efficiency of your NetApp systems. For more information, see:
http://support.netapp.com/NOW/asuphome/
USEFUL LINKS
Guide to NOW:
http://support.netapp.com/NOW/products/globalservices/now_ref_
best_practices.pdf
NetApp Global Services:
http://support.netapp.com/NOW/products/globalservices/
Updated: September 2012