NetApp (NASDAQ: NTAP) creates innovative storage and data management solutions that help its customers accelerate business breakthroughs and achieve outstanding cost efficiency. NetApp's dedication to principles of simplicity, innovation, and customer success has made it one of the fastest-growing storage and data management providers today.

Customers around the world choose NetApp for its “go beyond” approach and broad portfolio of solutions for business applications, storage for virtual servers, disk-to-disk backup, and more. NetApp's solutions provide nonstop availability of critical business data and simplify business processes so companies can deploy new capabilities with confidence and get to revenue faster than ever before.

NetApp Global Support embedded the Axeda solution in its industry-leading integrated suite of support automation tools to provide customers faster remote 24x7 diagnostics and case resolution, resulting in reduced customer involvement in diagnostics and troubleshooting.

"NetApp has created support automation tools that help assure its support infrastructure meets the needs of mission-critical enterprise environments," said Matt Healey, research manager, IDC Software and Hardware Support Services. "With new product and technologies, customers now more than ever require support that is 24x7, includes minimal customer intervention, provides rapid response and resolution, and is highly secure. NetApp is addressing these needs with the new eSupport suite."

Results:

  • Cuts case resolution time in half
  • Reduces delays and customer involvement in support events
  • Improves MTTR using remote diagnostics collection and event system information

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"With NetApp being the storage provider of choice for enterprise tier one and mission-critical applications, our customers demand innovative support to maintain high system availability and performance. NetApp Global Support focuses on proactive support to prevent problems, but when disruptions do occur, it’s equally as important to identify and resolve them fast and effectively.

"The newest tool in our Support Automation Suite does this by allowing, with customer approval, remote transfer of system diagnostic information without placing burden on customers. This magic is based upon an RLM card integrated into the Data ONTAP® operating system, with an Axeda diagnostic agent surrounded by custom code, and integrated into both our workflow and our support systems."

- Rusty Walther, Senior Vice President, NetApp Global Support