7 Things a NetApp Third-Party Support Provider Must Be Able to Do For You

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Posted on Thursday, May 30, 2019

NetApp third-party support services can significantly reduce your annual operating costs– as long as you can choose a provider who addresses these seven key requirements. 

1. Entirely support-focused

Taking NetApp support from a reseller is almost as restrictive as taking it from the OEM direct. A reseller has a vested interest in selling new arrays and eventually they will push you towards an unwanted upgrade– just like NetApp would. 

2. Vendor-agnostic

A NetApp specialist will provide great NetApp support, but they will also be unable to help if your strategy changes and you begin deploying arrays from other OEMs. A vendor-agnostic support provider is able to supply unbiased advice that allows you to make best-of-breed hardware investments that drive your business forward.

3. Support for EOL arrays

When NetApp fully retires a product line, all OEM support ceases; you are expected to upgrade any aging arrays accordingly. A good third-party support provider will offer ongoing support, allowing you to retain older hardware for longer, thereby increasing your return on investment.

4. Guaranteed spares availability

A support service is useless if you cannot get hold of the spares required to repair your arrays. Your support partner must be able to supply and install OEM-approved parts within one working day.

5. Experienced engineers

Although you are looking for a vendor-agnostic partner, you don’t want one staffed by generalists. Instead you need a partner who employs qualified NetApp specialists who have direct, hands-on experience of your arrays.

6. Customizable SLAs

Your systems will have varying levels of importance to operations, and you need SLAs to reflect those priorities. If a vendor is only willing to offer a one-size-fits-all contract, they are unlikely to meet your needs. Similarly, any organization dealing solely in 12-month contract periods will limit your storage strategy options. 

7. Value-add services

Obviously reliable support is the key factor in any agreement, but you can (and should) demand more. For example, does the provider offer proactive maintenance services? Will they assist with your migration/upgrade strategy in future? If all you’re getting is a reactive helpdesk service, you may want to reconsider your partnership.

As you can probably tell, CDS can meet all seven of these support requirements– and more. Give us a call to find out more.

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