They do more than just basic hardware troubleshooting. I believe their level 3 engineers come straight from the OEM. Their website states:

"Park Place Technologies employs a comprehensive team of field service and Level 3 engineers that have, on average, 15+ years of direct OEM experience."

Here's some additional info from their site:
http://www.parkplacetechnologies.com/maintenance-services/netapp-storage-maintenance/

My team has worked with them a few times in the past, always with great success no matter what the issue happened to be (CIFS and SnapMirror in our case).

-Brad

On Fri, Mar 4, 2016 at 3:32 PM, mkopenski@gmail.com <mkopenski@gmail.com> wrote:

I believe they are only hardware support , with some basic troubleshooting.

On Mar 4, 2016 11:55 AM, "Ray Van Dolson" <rvandolson@esri.com> wrote:
Brad, have you taken advantage of their software-side support for
ONTAP? Hard to tell if it's basic or they have some pretty in-depth
knowledge...

On Thu, Mar 03, 2016 at 09:25:35AM -0500, Brad Thompson wrote:
> Park Place Technologies is one that I would recommend.
>
> http://www.parkplacetechnologies.com/
>
>
>
> On Thu, Mar 3, 2016 at 9:19 AM, Ilderton, James <James.Ilderton@arris.com>
> wrote:
>
>
> We’ve got FAS systems across the globe, some of which are already EOL/EOS.
> Even the ones that are not, after year 3 NetApp SupportEdge gets crazy
> expensive. We have used 1 vendor, but I’d like to hear if anyone else has
> a good experience with one we could work with also. Thank you.
>
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