A few weeks ago I got to hear from Ross Ackerman (@TheRossAckerman) about some of the improvements to the NetApp Support site, and how NetApp customers can now leverage support without having to open a case. What a great idea.
The first thing you'll notice when going to mysupport.netapp.com is the new Simplified Support banner.
The first thing you'll notice when going to mysupport.netapp.com is the new Simplified Support banner.
Think of this as guided problem solving, with both 7-Mode and Clustered Data ONTAP covered, including:
Dynamic troubleshooting will soon be available for VSC and clustered Data ONTAP, with Dynamic troubleshooting added for additional product categories throughout 2016.
In this example, I clicked on Clustered Data ONTAP.
- NetApp® ONTAP® 9 data management software
- NetApp clustered Data ONTAP® 8.x
- NetApp Virtual Storage Console (VSC)
- NetApp ONTAP Cloud
- FlexPod®
- NAS
Dynamic troubleshooting will soon be available for VSC and clustered Data ONTAP, with Dynamic troubleshooting added for additional product categories throughout 2016.
In this example, I clicked on Clustered Data ONTAP.
Now I see a subset of solutions relevant to Clustered Data ONTAP. From here, I can click on the solution I need to work on. So let's choose AutoSupport.
Now I get a new page showing a range of subjects from setup and configuration, to maintaining and operation, as well as KBs articles, Tech Reports and community posts. Of course, if you don't find what you're looking for, there's a link to the forum where you can search and post a question, there's also a feedback button, where you can leave that all important feedback.
Another nice feature is the support chat interface, so, if the technical content on the feature pages or the dynamic troubleshooting templates doesn’t solve your issue, then you can open a chat directly from the Guided Problem Solving page for your product. This means a NetApp technical support engineer will be working with you in just a few minutes, and if you opened the chat session from the product feature page, then your support engineer will already know something about your issue.
Support chat is currently only available in English-language globally between Monday through Friday from 9AM ET to 5PM ET, and is currently limited to the following products:
NetApp aims to expand the hours and chat support for additional product categories later this year. Please note, the customers with P1 issues or with secure serial numbers should continue to use the traditional NetApp technical support process.
https://mysupport.netapp.com/info/web/ECMLP2554495.html
Another nice feature is the support chat interface, so, if the technical content on the feature pages or the dynamic troubleshooting templates doesn’t solve your issue, then you can open a chat directly from the Guided Problem Solving page for your product. This means a NetApp technical support engineer will be working with you in just a few minutes, and if you opened the chat session from the product feature page, then your support engineer will already know something about your issue.
Support chat is currently only available in English-language globally between Monday through Friday from 9AM ET to 5PM ET, and is currently limited to the following products:
- ONTAP 9 software
- Clustered Data ONTAP 8.x
NetApp aims to expand the hours and chat support for additional product categories later this year. Please note, the customers with P1 issues or with secure serial numbers should continue to use the traditional NetApp technical support process.
https://mysupport.netapp.com/info/web/ECMLP2554495.html