> Wow, if you think the regular netapp support is good and you see > problems > with StoreVault... > > I have actually had to "outsource" NetApp support contact back to my > NetApp reseller. What I mean is that my guys were getting nothing done > for weeks at a time due to the hugely time consuming process of working > with NetApp support -- simple questions take 3 tiers of support and 3-5 > business days. Hardware replacements are frequently on time (we have > 24/7 > premium or some such with on-site), but often arrive with the caveat > that > "a tech is only available in x days" where x is frequently greater than > 3, > even though we have 24/7 on-site, causing us to risk the colo staff in > our > various data centers to swap disks and such. Hard questions, as in, > "why > did traffic from one lev-II vif suddenly start using the other 4 > interfaces in the group exclusively in one direction and the first 4 in > the other direction?" take weeks to months. So I now pay my reselller > an > hourly rate to babysit netapp support calls -- my guys call them, they > (the reseller) sit on the phone, call them back, provide information > about our hardware 15 times to the 3 different techs for each ticket, > etc., ring us up when there is real progress made. > > I can not even begin to imagine how much worse the StoreVault support > is.
Dang, that's tough. Admittedly my former experience with netapp support being good was about 5 years ago. Maybe they've gone downhill since that time. And the device I had was generally well behaved, in a smaller environment. Your environment is much larger than what I ever had a netapp for. Thanks for your input... _______________________________________________ bblisa mailing list [email protected] http://www.bblisa.org/mailman/listinfo/bblisa
