We're having a problem renewing maintenance cover on our F810. I wonder whether anyone else has had a similar experience.
It's being done through a secondary supplier who had better remain nameless for the moment (just in case it's their fault rather than NetApp's...). We originally brought 3 years of cover:
"Next Business Day Parts Delivery" for failed disks (which has worked fine, incidentally);
"4 hours onsite service" for the base unit and disk shelf.
Now we are being told that we can't have such a combination: it has to be all NBD Parts or all 4hrs Onsite. This doesn't make any sense to us. Disk failures are non-critical, and only the ... (ahem) very differently abled ... need someone to come and swap a disk for them! OTOH, base unit & shelf failures would be critical for us.
Please tell me that NetApp haven't _really_ made it this difficult to buy the obviously appropriate combination of cover!
Yes they have. We got nailed whwn we renewed our support last November. OUCH! <scw>
On Tue, Jun 27, 2006 at 06:46:21PM +0100, Chris Thompson wrote:
We're having a problem renewing maintenance cover on our F810. I wonder whether anyone else has had a similar experience.
It's being done through a secondary supplier who had better remain nameless for the moment (just in case it's their fault rather than NetApp's...). We originally brought 3 years of cover:
"Next Business Day Parts Delivery" for failed disks (which has worked fine, incidentally); "4 hours onsite service" for the base unit and disk shelf.Now we are being told that we can't have such a combination: it has to be all NBD Parts or all 4hrs Onsite. This doesn't make any sense to us. Disk failures are non-critical, and only the ... (ahem) very differently abled ... need someone to come and swap a disk for them! OTOH, base unit & shelf failures would be critical for us.
Please tell me that NetApp haven't _really_ made it this difficult to buy the obviously appropriate combination of cover!
-- Chris Thompson Email: cet1@cam.ac.uk
Hi all, Stephen is correct, Netapp did change it! However if you get you supplier to talk to Netapp they should be able to request a PRV from Netapp to renew the maintenance (Should is up to Netapp to approve - so may or may not happen).
Thank you,
Michael A Schipp M.I.S Network Administrator ASI SOLUTIONS 8 Lord Street Botany NSW 2019
-----Original Message----- From: owner-toasters@mathworks.com [mailto:owner-toasters@mathworks.com] On Behalf Of Stephen C Woods Sent: Wednesday, 28 June 2006 5:17 AM To: Chris Thompson Cc: toasters@mathworks.com Subject: Re: Problem renewing maintenance
Yes they have. We got nailed whwn we renewed our support last November. OUCH! <scw>
On Tue, Jun 27, 2006 at 06:46:21PM +0100, Chris Thompson wrote:
We're having a problem renewing maintenance cover on our F810. I wonder whether anyone else has had a similar experience.
It's being done through a secondary supplier who had better remain nameless for the moment (just in case it's their fault rather than NetApp's...). We originally brought 3 years of cover:
"Next Business Day Parts Delivery" for failed disks (which has worked fine, incidentally); "4 hours onsite service" for the base unit and disk shelf.Now we are being told that we can't have such a combination: it has to be all NBD Parts or all 4hrs Onsite. This doesn't make any sense to us. Disk failures are non-critical, and only the ... (ahem) very differently abled ... need someone to come and swap a disk for them! OTOH, base unit & shelf failures would be critical for us.
Please tell me that NetApp haven't _really_ made it this difficult to buy the obviously appropriate combination of cover!
-- Chris Thompson Email: cet1@cam.ac.uk
Stephen C Woods scw@seas.ucla.edu wrote
Yes they have. We got nailed whwn we renewed our support last November. OUCH!
Michael A Schipp mschipp@asi.com.au wrote:
Stephen is correct, Netapp did change it! However if you get you supplier to talk to Netapp they should be able to request a PRV from Netapp to renew the maintenance (Should is up to Netapp to approve - so may or may not happen).
Thanks for this information, and I'll certainly try and get that last suggestion acted on by our supplier.
If anyone from NetApp is still reading the toasters mailing list despite all the spam, would they care to comment on rationale for the policy change? It doesn't seem to make sense.
Some suggestions for maintenance of older NetApp gear:
1. Used NetApp parts are cheap. Drop NetApp hardware maintenance and purchase an unlicensed filer configured identically to your production filer(s) along with a disk drive or two. You will be able to address just about any hardware problem without having to wait for a part or field tech to arrive. Not to mention, your company will save thousands of dollars.
2. Purchase NetApp software maintenance only (hardware and software maintenance is NOT BUNDLED!). Or, choose not to continue with software maintenance; contrary to some rumors, NetApp licensees are NOT required to be under NetApp software maintenance in order to maintain their filers' license status.
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Chris Thompson -
Michael Schipp -
Scott Fischmann -
Stephen C Woods