NetApp is a well-known leader in data storage solutions, offering businesses robust and reliable systems to manage their ever-growing information needs. However, once the initial factory warranty expires and your NetApp hardware reaches its end-of-life (EOL), organizations face a critical decision: continue with NetApp’s often expensive support or explore third-party maintenance providers.
While cost savings are a significant draw for many, selecting the right third-party support partner is essential to ensuring your NetApp storage system remains optimized, protected, and performing at its peak.
Unfortunately, the third-party maintenance market can be mixed, with some providers lacking the expertise, resources, or commitment to truly support your NetApp environment effectively. Too often, organizations find themselves locked into contracts with providers who gamble on finding expertise and parts only after an issue arises, leaving their critical data and operations vulnerable.
5 Crucial Questions to Ask Before Choosing a Third-Party Provider
To empower you in making an informed decision, we’ve compiled five crucial questions you should ask any potential third-party NetApp support provider:
1. Escalation Engineers: The Backbone of Expert Support
NetApp’s high price tag is often justified by its access to top-tier Level 3 and Level 4 engineers—Subject Matter Experts (SMEs) who possess deep knowledge and experience to handle even the most complex issues. When considering a third-party provider, please inquire about the availability and qualifications of their escalation engineers. Do they have a dedicated team of SMEs that is readily accessible? What certifications and experience do they hold? Understanding their escalation process and the expertise available is vital to ensuring your critical issues are resolved swiftly and efficiently.
2. Available Parts: Ensuring Timely Resolution
One of the biggest differentiators among third-party providers is their approach to parts inventory. Maintaining a comprehensive inventory is costly, leading some providers to risk delayed resolutions by sourcing parts only when needed. This gamble can leave your systems down for extended periods, impacting productivity and potentially incurring significant losses. Therefore, confirming that the provider maintains an inventory of the specific parts required for your NetApp system is crucial, ensuring swift replacements and minimizing downtime.
3. Expertise in Your Specific System: Beyond Generic Support
NetApp offers diverse storage solutions, each with its intricacies and complexities. If your organization utilizes newer or more specialized NetApp systems, you must gauge the provider’s experience and expertise with your specific equipment. Don’t hesitate to request a pre-sales technical call to assess their engineers’ knowledge and problem-solving abilities directly. A provider who is hesitant or unable to demonstrate their expertise should raise a red flag.
4. Forward Stocking Locations: Optimizing Response Times
The physical location of spare parts plays a significant role in response and resolution times. Ideally, your third-party maintenance provider should offer forward stocking locations near your data center, ensuring rapid deployment of replacement parts when needed. If a local stocking location isn’t available, inquire about their willingness to stock critical spares on-site at your facility, minimizing potential downtime.
5. Firmware: Staying Ahead of the Curve
Due to industry restrictions, third-party maintenance providers are generally not authorized to distribute firmware updates or patches directly. Therefore, obtaining the latest firmware and patches directly from NetApp is highly recommended before transitioning away from their support. Discuss their approach to firmware updates with the third-party provider and how they can assist you in staying current with critical security patches and performance enhancements.
Making the Informed Choice: Cost Savings Without Compromise
While remaining with NetApp’s support offers convenience, the associated costs can be prohibitive for many organizations. Third-party maintenance presents a compelling alternative, but only when partnered with a provider who prioritizes expertise, responsiveness, and a proactive approach to optimizing your NetApp systems.
By asking the right questions and carefully evaluating potential partners, you can unlock significant cost savings without compromising on the quality and effectiveness of your NetApp support. Remember, your data is the lifeblood of your organization – entrust its care to a partner who understands its value and is dedicated to its protection.