NetApp SolidFire Active Support
Support shouldn't be something that happens every once in a while.
At NetApp SolidFire, support is an active process that happens consistently from the moment a NetApp SolidFire cluster is deployed. NetApp SolidFire Active Support continuously monitors and diagnoses systems, ensuring NetApp SolidFire products are maintained and operated at the highest possible level of availability and performance.
The 5 elements of NetApp SolidFire Active Support:
| Features | Benefits |
|---|---|
| Proactive Philosophy | NetApp SolidFire Active Support continuously monitors your systems, proactively alerting you when a problem is present. |
| Active IQ | Access to real-time analytics is invaluable in managing and maintaining system performance. NetApp SolidFire's Active IQ runs real time diagnostics and analysis at the system and volume level, displaying historical data and trending analysis. Active IQ data is stored and accessible for up to five years. |
| Secure Assist | NetApp SolidFire support can remotely and securely log-in to systems to provide hands-on real-time support. |
| 24x7x365 Worldwide Availability | NetApp SolidFire's support is global: International offerings are available, with up to 4 hour break-fix. |
| Expert Support Engineers | At NetApp SolidFire, calls and cases are handled by tier three support engineers who can resolve your issues or answer your questions the first time, every time. |
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System monitoring without the heavy liftingProactively monitor the performance and health of your storage with less effortNetApp SolidFire Active IQ, a key element of Active Support, provides real-time health diagnostics and historical trending at the cluster, node, account, and volume level. Active IQ displays information about the health of all deployed NetApp SolidFire clusters, all through a single management console. Active IQ features include:
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Find the Level of Support for your Business Needs:
NetApp SolidFire offers two levels of Active Support, in addition to our comprehensive warranty
| Basic System | Premium | |
|---|---|---|
| 4 Hour On-Site Support with Spares | ||
| Assigned Technical Account Lead and On-Site Services | ||
| Active Cluster Monitoring and Problem Notification | ||
| Active Case Updates and Notification of Element Releases/Upgrades | ||
| Replacement Parts Delivery Time | NBD | 4 Hour |
| Support Availability | 24/7/365 | 24/7/365 |
| Support Response Time | Sev 1 - 2 Hour Sev 2 - 4 hour Sev 3 - NBD |
Sev 1 - 30 min Sev 2 - 2 hour Sev 3 - 4 hour |
| Unlimited Access To Customer Knowledge Base / Support Portal | ||
| Unlimited Access to NetApp SolidFire Updates and Patches | ||
| Unlimited Access To Updated Release Notes, API Guides and User Guides | ||
| Active IQ (Unlimited Clusters) |