NetApp

NetApp Hardware

NetApp, Inc. is an American multinational storage and data management company headquartered in Sunnyvale, California. It is a member of the NASDAQ-100, and has ranked in the Fortune 500 since 2012. Founded in 1992 with an IPO in 1995, NetApp offers software, systems and services to manage and store data, including its proprietary Data ONTAP operating system.

SSCS provides hardware break-fix service on all types of servers, storage, and network equipment. We consolidate multiple equipment types into one contract while bringing significant savings. Focused on increasing infrastructure ROI, we are vendor-neutral and have the flexibility to perfectly match our clients’ technical support and commercial needs. For 26 years SSCS has been an important ally to Enterprise IT.

Our Solution

We provide a full break fix solution with all parts and labor included and guaranteed response times. We place great importance in advance preparation so that we have skilled staff in the right place with the right part at the right time. All departments from our call center to our logistical teams are geared for high availability service delivery to meet the most demanding SLAs on a global basis.

For Netapp filers we provide an option that all system alerts will be routed to our call center so that we can take immediate action. These alerts can also be sent to your storage team.

Our Credentials

We employ deeply skilled and highly qualified technical staff for all product lines listed and have level 3 NetApp subject matter experts that assist in complex or unusual issues and to analyze Autosupport logs. With a true “follow the sun” support function we assure that all support tickets are dealt with quickly and efficiently regardless of the time of day or day of week.

Service Description

We provide all parts and labor necessary to restore equipment functionality. Our skilled staff will quickly repair all hardware failures to keep your backup operations running smoothly. Disk retention is included in our contracted maintenance.

We offer a variety of SLAs to provide our clients with a choice based on a consideration of criticality of the equipment, and the cost of service. Our 7x24x365 call center will efficiently dispatch your call for service to responding technical staff.

Service Level Agreements (SLAs)

Introducing:

Solid Care

We offer a menu of hardware maintenance service level agreements that will ensure you have a fit for purpose level of service that also allows the possibility of significant savings over OEM charges. All support programs are expressed in terms of the number of hours covered in a day (24), the number of days in the week covered (7), and the maximum numbers of hours for a physical response from SSCS (4).

Our clients are welcome to choose the right level of care based on equipment and circumstance. And because we have the ability to set the SLA according to individual machines, you are not forced into only one SLA choice per location. All contract calls are acknowledged within 30 minutes of contact to our global call center and a ticket number will be provided.

Solid Care CRITICAL- 24 x 7 x 4 service provided around the clock coverage seven days a week including bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care URGENT - 9 x 5 x 4 service provided nine hours a day five days a week excluding bank holidays. Our physical response on-site for this service level is four hours from contact. Our technical staff will bring a crash kit of common failure items to complete a repair.

Solid Care SELECT - 9 x 5 x NBD service provided on a next business day basis, excluding bank holidays. Our technical staff will bring a crash kit of common failure items to complete a repair.

*Restore Commitment & Custom SLA Available Under our Intensive Care programs. Please inquire how we can deliver up to a four hour RESTORE commitment.

NetApp Hardware

Software Service & Assurance

  • Phone Support – assist with operating system software related issues and troubleshooting
  • Log Analysis – provide in-depth troubleshooting and problem determination
  • Proactive Log Analysis – provide recommendations for system optimization
  • Firmware/Patching & Upgrade – where firmware is entitled to the end user and/or not restricted SSCS will assist in firmware acquisition and OS updates.
  • Remote Alert – for devices that have this function we will redirect the outbound messaging to our alert collection center and monitor the device for errors and alerts.

Firmware Entitlement

All Firmware updates to registered NetApp filers are available through the Netapp NOW site. SSCS can advise on how to access these updates as needed.

Request A Proposal

If you are interested in a receiving a proposal from us we will need some details about your filers. Please run the “sysconfig -a” command via a telnet, ssh, or from a terminal session via the console port of the filer. Once the command is invoked it will print the output to the screen. Please copy and paste the output into the configuration box or attach the file below. For multiple filers, please contact us and we will set up a secure FTP login so that you can transfer the data. If there are any questions please make contact, we are happy to help.