Richard,
I have been supporting NAC boxes for about 4 years now starting with the NFAS-1300 and working my way up to several F760 cluster pairs. Other than hardware problems, such as replacing a bad disk drive, I never need to enter the data centre. I telnet into the box to perform most of my administration. I have the option on the "Lightwave" terminal servers to add remote connectivity so that it would look like I was at the console from home. I have not needed that type of capability.
I can see the need for the remote capability in rare instances, especially for remote site administration like you are doing. Through remote connectivity of the "Lightwave" term server, I am local to the filer not remote. NAC will ship replacement parts anywhere you want them to. If you want the replacement drive at the remote site, then that is where it will go. If you want it in your hot hands and deliver it to your remote site yourself, then they will do that as well. Overall, I am very happy with the support staff at NetApp.
If you have problems with support, bring it to the attention of your Sales Advisor. NetApp is very good about communicating internally the issues of their customers. Also some very heavy hitters at NetApp read this mail list. So use this forum to address your concerns. Please note, NetApp is not the only provider of network filers out there. If you are not happy, ask Auspex why they don't have a mail list like this. I did and was surprised by the answer. I have not asked EMC about a mail list yet, but I am interested in hearing the answer.
BTW, if you remove the terminal and plug it back in later, it does not bring *my* filers down. I do this all the time when I am configuring a new system pair. My SE usually brings his laptop and we use that as our terminal.
Well, enough of the sales pitch. I have administrative work to do and NetApp is not paying me enough. :)
-gdg
Richard L. Rhodes wrote:
The comment below by Oliver gets to my biggest concern: remote support. I've made very clear to the sales and tech reps that my biggest concerns with a netapp (or anything I would purchase) is remote support. I would need to put netapps at remote sites locked in phone closets with our other networking equipment and servers. Everything is interconnected by a wan and support would be by myself from a central, but remote site.
May I ask a couple of question?
How effectively can you support a netapp from a remote site?
I would be interested in hearing from anyone using a netapp for a
oracle database on rs/6k computers.
Thanks
Rick