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Cooperative Support Model
Joint Support for FlexPodTM Solutions
FlexPod: Complete Data Center Solution
FlexPod™
InfrastructureValidated Design
Enterprise Apps VDI
Secure Multi-Tenancy
Share Point ®
SQL Server
Exch 2010
Share Point ® VDI
Storage
Servers
Apps
Network
ApplicationSilos Zones of Virtualization
ITaaS(aka Internal Cloud)
ExternalCloud Services Joint
Pathways
Cooperative SupportCooperative Support Lab
NetApp® FlexPodTM data center solution:
Unified, pretested, and validated
Full solutions from best-of-breed components
But, Customers Tell Us:
No “finger pointing” amongst vendorsDon’t put extra workload on my teamMy shared infrastructure is mission critical, I
cannot risk it going downI want access to product experts
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Cooperative Support Model
We listened…
Cooperative Support Model: A streamlined response from NetApp, Cisco and VMware to build a joint
support capability for our joint solutions.
“The Cisco, NetApp, and VMware infrastructure is a game changer. We can run our entire business on an integrated and verified platform that we deployed in our data center in just a matter of hours. This infrastructure is where everybody’s going to be in 2012, but we’re already here.”
Brian Denton, CTO, ExamWorks
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Cooperative Support Model Overview
What is it? Joint training Support Engineer relationships Management relationships Metrics and reviews Documented escalation
processes Investment in joint technology
and collaboration tools
Built on years of experience working together
Contact vendor suspected of issue
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Cisco®
TechnicalSupport
If Cross-Vendor Support Escalation Required
*Valid customer support contracts with all three companies required
Customer*
NetApp®
TechnicalSupport
VMware®
TechnicalSupport
CiscoSupport Escalation
or Engineering
Problem analysis and resolution process started immediately
Assist customer to open cases with other vendors
Coordinated escalations
Collaborated cross-company engineering and development efforts
NetAppSupport Escalation
or Engineering
VMwareSupport Escalation
or Engineering
Vendor engagement and ownership through resolution
Cooperative Support Model Escalation Process
Cooperative Support Model Escalation Workflow
The customer opens a support case with the company suspected to be the cause of the problem (Company A).
The first company contacted, Company A, is designated the owner of the case through resolution.
If Company A determines that the issue may be another partner’s solution component, the following support action is taken:
– Company A support hosts a phone call between Company A, the customer, and Company B to assist the customer in opening a secondary support request with Company B.
– Once the customer has opened the secondary service request with Company B, Company A and Company B work collaboratively on the issue until the problem is resolved.
– Case ownership remains with Company A (the original vendor) until the case is resolved or the customer approves the transfer or closure of the case.
Note: Customers must have active and appropriate level support contracts with all vendors.
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Customer Benefits
Flexible – no rigid configurations required Experience faster time to resolution Less stress through improved cross-
company collaboration Vendor’s engage and take ownership of
issues through resolution Global 24-hours-a-day support available
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Better Together:Cooperative Support Lab
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Cooperative Support Lab
Each partner invested product and support engineering expertise Ability to “mix and match” available
product components to reproduce complex customer environments
Available to each vendor’s support teams via Secure Access Portal
Hosted in NetApp Technical Support Center Research Triangle Park, North Carolina
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Cooperative Support Lab Initial Capital Investment
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VMware:vSphere Enterprise Plus, vCloud Director, View, vShield, etc.
Cisco® Servers:UCS Chassis, UCS 6120XP, 2140 Fabric Extenders,UCS B-Series Servers,UCS Manager
Cisco® Integrated Fabric:Nexus® 7000, Nexus® 5548, Nexus® 1000, 1010v
NetApp Unified Storage:filer clusters:• 3210• 3240• 3270• 6280
Multiple OS and application workloads
By Solution Stack
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Support Experience
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Support for VMwareBuilt on FlexPod
Cooperative Support Model
Evolutionary support process
Streamlined response to support issues
Collaborative engineering & management relationships
Joint technology investment in Cooperative Support Lab
Global 24 x 7 supportNetwork
Server
Virtualization
Storage
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Support for FlexPod Applications (CVD’s)
Scalable, effective operational infrastructure
Industry standard processes
Interoperability support framework
Cooperative Support
Oracle,Microsoft
Citrix,Hyper-V,Others
Cooperative Support
TSAnet
Network
Server
Virtualization
Workloads
Storage
Oracle,Microsoft
Citrix, Hyper-V,Others
Evolutionary support process
Streamlined response to support issues
Engineering & management interconnects
Joint Collaboration tools and Cooperative Support Lab
Original multi-vendor support network since 1993
Customer Examples
Walz Group - Cloud delivered Compliance Solutions– To the Walz Group, the partnership among Cisco, NetApp, and VMware with a mutual commitment to
support has meant time-saving technology integration, simpler update processes, and more open-minded, collaborative service.
– http://www.cisco.com/en/US/solutions/collateral/ns340/ns517/ns224/case_study_c36_647446_ns944_Networking_Solutions_Case_Study.html
IronBrick – offering Converged Infrastructure Solutions to corporate and public sector markets– "These expectations have been met in our experience and that of our customers who provided
feedback on the alliance support model. Coordination with multivendor issues, response times to problems, and communication related to ticket status and problem resolution has met expectations."
– http://media.netapp.com/documents/ar-accelerating-converged-infrastructure.pdf
Terremark – Cloud Service Provider offing mission critical infrastructure and DR as-a-Service– “NetApp, Cisco, and VMware provide some of the best technologies the industry has to offer. Together,
they offer unique synergies that greatly simplify the deployment and management of multi-tenant cloud infrastructures like Terremark’s.”
– http://media.cisconetapp.com/documents/Terremark+Success+Story.pdf
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For More Information
Cisco/NetApp alliance portal:
– http://www.cisconetapp.com/
IDC Whitepaper – Accelerate Converged Infrastructure and Support Alliance
– http://media.netapp.com/documents/ar-accelerating-converged-infrastructure.pdf
NetApp Field Portal:
– Customer facing presentation – Unified Support: https://fieldportal.netapp.com/viewcontent.asp?qv=1&docid=32725
– SupportEdge overview: https://fieldportal.netapp.com/viewcontent.asp?qv=1&docid=32232
– SupportEdge datasheet: https://fieldportal.netapp.com/viewcontent.asp?qv=1&docid=32766
Email us: – [email protected]
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© 2011 NetApp, Inc. All rights reserved. No portions of this document may be reproduced without prior written consent of NetApp, Inc. Specifications are subject to change without notice. NetApp, the NetApp logo, Go further, faster, AutoSupport, and FlexPod are trademarks or registered trademarks of NetApp, Inc. in the United States and/or other countries. Cisco is a registered trademark of Cisco Systems, Inc. VMware is a registered trademark of VMware, Inc. All other brands or products are trademarks or registered trademarks of their respective holders and should be treated as such.
