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    Sector     Industry


   64.59 % of total Revenue
   35.75 % of total Revenue
   14.99 % of total Revenue
   49.74 % of total Revenue
Software & maintenance
   18.58 % of total Revenue
   31.69 % of total Revenue

Business Segments (June 30. 2015)
(in millions $)
I. Quarter
(of total Revenues)
(June 30. 2015)
(in millions $)
I. Quarter
(Profit Margin)
862.23 64.59 % 0.00 -
477.31 35.75 % 0.00 -
200.16 14.99 % 0.00 -
664.00 49.74 % 319.00 48.04 %
Software & maintenance
248.00 18.58 % 248.00 100 %
423.00 31.69 % 423.00 100 %
1,335.00 100 % 990.00 74.16 %

• View Income Statement • View Competition by Segment • View Annual Report

Growth rates by Segment (June 30. 2015)
Y/Y Revenue
I. Quarter
Q/Q Revenue
(June 30. 2015)
Y/Y Income
I. Quarter
Q/Q Income
3.73 % -1.75 % - -
7.28 % 3.33 % - -
-6.07 % 0 % - -
-24.77 % -27.3 % -34.68 % -32.43 %
Software & maintenance
12.07 % 9.49 % 16.38 % 9.49 %
9.78 % 5.8 % 78.78 % 5.8 %
-10.35 % -13.29 % 5.53 % -9.87 %

• View Growth rates • View Competitors Segment Growth • View Market Share

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Business Segments Description

We operate in one reportable industry segment: the design, manufacturing, marketing and technical support of high-performance networked storage solutions. 

NetApp products and solutions are based on the premise that not all data is created equal. Enterprise customers face a significant challenge in designing networked storage infrastructures that balance the availability requirements of their applications and associated data with the cost of the storage solution. Storing all data on an expensive, monolithic, mainframe-class array is no longer acceptable and customers want to carefully evaluate the value of their information. As a result, data is being classified by availability and performance requirements in relation to cost.

• Business-critical data. Business-critical applications, including trading-floor applications and ERP systems, require the highest levels of availability and reliability, have more dedicated management resources, and exhibit the least amount of cost sensitivity. If this data is unavailable, the business is typically not generating revenue and may incur other financial penalties.

• Business operations data. This category includes data used by externally visible business operations applications, including e-mail, customer support applications, and external Web sites. If this data is unavailable, it may be apparent to customers and prospects, impacting revenue and reflecting poorly on the organization. As such, this data has higher reliability and availability requirements, and typically requires more significant storage infrastructure and data management software investments.

• Back office data. This class of data is accessed by internal employees, and while the availability of the data is not important to customers outside the business, it can have a big impact on the users of the data inside the business. Examples of business internal data include corporate intranets, HR systems, and data warehouses used for analytical purposes.

• Departmental and remote office data. Departmental and remote-office deployments also require a low-cost solution, but typically need higher levels of availability with low management overhead. Data in this class is typically not used outside the department or remote office.

• Compliance data. These assets represent much of the corporate or personal data related to conducting business, performing research, buying and selling securities, or other mission-critical, fiduciary, or private activities. This information, like any hard asset, needs to be protected, monitored, maintained, exchanged, and secured.

• Reference data. Types of reference data include e-mail archives; bank, brokerage, and billing statements; medical images and records; mechanical computer aided design (“MCAD”) drawings; integrated chip designs; and seismic and satellite data. Customers require fast data access at costs comparable to much slower high-end tape or optical libraries, with minimal ongoing management costs.

• Archive data. Enterprises require a low-cost storage solution for archive data and backups, which have historically been stored on magnetic tape. Many customers are now augmenting magnetic tape and storing these classes of data on more flexible disk-based systems which reduces backup windows and enables rapid recovery in the event of a disaster.

Network Appliance solutions meet the needs of archive, reference, departmental/remote office, business internal, business operations, and business critical data with a common product architecture and data management methodology, enabling customers to easily deploy and manage all their networked storage infrastructure in the same way.

System Products

NetApp products consist of fabric-attached storage (“FAS”) appliances, also known as filers, NearStore® systems, NetCache® content delivery appliances, the Data ONTAPTM operating system, our WAFL file management system, data management and content delivery software, and NetApp Global Services. Our configured appliances range in price from $4,000 to more than $1,000,000.

The NetApp solution runs on a common architecture across all NetApp systems, allowing for optimal scalability and increased flexibility. Customers can protect their existing investments and consolidate both compliance and non-compliance-related data on a single platform, helping to simplify compliance management and reduce storage costs. Through open standards, NetApp helps ensure rapid application deployment and smooth integration into its customers’ existing infrastructure. Our data management features help provide you simple management, improved data protection, and reduced operational costs.

All NetApp systems come packaged in rack-mountable enclosures that can be installed in a customer’s existing server racks or can be factory-installed and configured in cabinets. Our appliances are based primarily on commodity hardware, including Intel® Pentium® processors, an advanced implementation of the industry-standard PCI bus architecture, standard Ethernet adapters, and either Fibre Channel-Arbitrated Loop (“FC-AL”), Advanced Technology Attachment (“ATA”), or Small Computer System Interface (“SCSI”) disk interconnects.


NetApp filers are scalable, highly available, unified networked storage systems for data storage and simplifying data management. They are specifically designed for highly scalable, network-centric IT system architectures, and support both network-attached storage (“NAS”) and storage-attached networks (“SAN”) on a single, unified platform. Our filers are designed for and deliver lower total cost of ownership than alternative competitive systems. Heterogeneous data sharing allows our systems to deliver simultaneous data access to Linux, UNIX, Windows, and Web-based servers and clients, dramatically lowering the total cost of ownership and management complexity versus homogeneous storage systems. Filers are available in either single-node configurations or fully redundant, active/active cluster configurations that provide high data availability for business-critical environments.

Current filer products include:

• NetApp FAS 980c/ FAS980 enterprise servers. Introduced during fiscal year 2004 and built for the most demanding customers, the FAS980c is our highest-performance filer. The FAS980c continues the NetApp tradition of providing industry-leading performance in a simple, reliable, flexible, and manageable system. The FAS980c is designed to accommodate thousands of independent users and large, high-bandwidth applications. With the capability of managing up to 64 TB of data in one system and 8TB in one file system, the FAS980c can meet the storage demands of virtually any enterprise — including iSCSI or FC SAN and NAS configurations. The NetApp clustered filer architecture integrates multiple processors in an active/active clustered failover configuration to provide high availability and scalable performance to multiple networks.

• NetApp FAS960c/ FAS960 enterprise server. Similar to the FAS 980c/980, the FAS960c and 960c are systems that are deployed for demanding SAN or NAS applications but require less capacity. Available with up to 48 TB of storage, these systems are deployed in a broad range of enterprise applications, including Customer Relationship Management (“CRM”), Enterprise Resource Planning (“ERP”), Decision Support Solutions (“DSS”), massive home directory consolidation, and Web serving.

• NetApp FAS940c/ FAS940 enterprise server. The flexibility and performance capabilities of the FAS940c bring FAS900 series features to a broad range of enterprise applications, including Customer Relationship Management (“CRM”), Enterprise Resource Planning (“ERP”), Decision Support Solutions (“DSS”), massive home directory consolidation, and Web serving.

• NetApp FAS920c/ FAS920 enterprise server. The newest mid-range offering in the FAS 9xx family is the FAS 920c/920 introduced early in fiscal year 2005. Available with up to 12TB of storage, the 920 series continues our unified storage leadership but at a lower entry price point and capacity. Still deployed on a broad range of mission-critical enterprise applications, these systems leverage the NetApp solution’s ability to easily scale to meet changing customer requirements.

• NetApp F825c/ F825 enterprise servers. The balance of capacity and performance with flexible I/ O configuration enables the NetApp F825c/ F825 to power a broad range of large- scale applications. Currently deployed in the largest service provider networks and data-intensive environments, including those running database/ ERP and other enterprise-level applications, the F825 servers are proven high-performance workhorses.

• NetApp FAS270 filer. The FAS270 is a midrange system that offers an entry-level Fibre Channel SAN solution while providing strong price/performance for NAS and iSCSI infrastructures. Available with up to 6 TB of storage, the FAS 270 offers enhanced price/performance for mid range SAN or NAS applications

• NetApp FAS250 filer. The NetApp FAS250 is an entry-level enterprise filer supporting capacities up to 2TB in a compact form factor. The FAS250 is completely software compatible with all other NetApp products and uses the same storage shelves and Fibre Channel disks currently available for the F800 and FAS900 series filers. The FAS250 provides customers with an attractive entry-level price and a simple upgrade path to higher-capacity, higher-performance filers.

Gateway Filers

The Network Appliance gFilerTM is an innovative gateway storage solution that provides unified SAN and NAS access to data stored in Fibre Channel SAN storage arrays from other storage vendors. The gFiler enables superior consolidation and storage management in data center storage deployment for an expanded set of business solutions. Like all NetApp storage appliances, the gFiler is based on the Data ONTAP microkernel operating system, which supports multiprotocol data access services and advanced data management capabilities for consolidating, protecting, and recovering mission-critical data for enterprise applications and users.

Current gateway filer products include:

• NetApp GF960/c gateway. Provides industry-leading performance to thousands of independent users and high-bandwidth applications. Scales to 48TB of managed capacity when configured for simultaneous active/active data access with secure failover across two independent systems.

• NetApp GF940/c gateway. Provides flexibility and industry-leading performance across a broad range of enterprise applications. Scales to 24TB of managed capacity when configured for simultaneous active/active data access with secure failover across two independent systems.

• NetApp GF920/c gateway. Provides flexibility and industry-leading price/performance across a broad range of enterprise applications. Scales to 12TB of managed capacity when configured for simultaneous active/active data access with secure failover across two independent systems.

• NetApp GF270c gateway. Provides an entry-level, integrated highly available solution for small to mid-size workloads. Scales to 6TB of managed capacity with simultaneous active/active data access with secure failover across two independent, integrated systems.

The gFiler series supports multiple enterprise storage systems including the Hitachi Data Systems Freedom StorageTM systems, the Hitachi Limited SANRISE storage systems, and the IBM TotalStorage Enterprise Storage Server series. The gFiler series for Hitachi Freedom Storage is available exclusively through Hitachi Data Systems and its authorized resellers.

NearStore Systems

NetApp NearStore products are designed for improving data backup and recovery architectures, storing reference and regulated data, and archiving infrequently accessed files. NearStore systems back up and restore data with speed, consistency, ease of use, and scalability, particularly compared to tape-based backup/restore solutions. The product complements and improves upon existing tape backup processes by inserting economical and simple-to-use disk-based storage between application storage and tape libraries, resulting in an efficient two-stage backup configuration. Almost any type of primary storage can be backed up to NearStore systems, including UNIX, Linux, and Windows servers with direct-attached or SAN-attached storage from all other storage vendors, desktop and notebook computers, and NetApp filers. NearStore can also be used as a replication target within a data center, or for replicating data from remotely distributed offices or branches to a central location in a fully heterogeneous, platform-independent architecture.

NearStore systems are also ideal for consolidating nearline data resources, including reference and archive data into a single storage platform. This platform can be located and managed centrally, thus reducing costs associated with data center operations.

With the advent of Rule 17a-4 under the Securities Exchange Act of 1934, as amended (the “Exchange Act”) and HIPAA as well as several governmental defense requirements, NearStore, in conjunction with NetApp SnapLockTM software, has become part of an open access data-retention solution targeted at regulated data industries, such as financial services, healthcare, pharmaceuticals, and government.

Our current NearStore product, the R200, is available in system capacities scaling from 8TB to 96TB, and provides full fabric-attached storage connectivity via FCP, iSCSI, and NAS protocols.

NetCache Appliances

The NetCache product line is a scalable suite of Web delivery and security appliances designed to solve complex problems faced by enterprises and service providers. These appliances are deployed across the entire network, from the primary data center to remote points of presence (POPs) and local offices worldwide. They improve Internet gateway security and deliver web content and applications throughout a customer’s entire network. NetCache appliances address three major areas of customer challenge:

• Internet security. NetCache appliances form the foundation of the NetApp Internet Access and security (“IAS”) solution, which enables many Internet security capabilities, including proxy, caching, access control, content filtering, Web antivirus, SSL scanning, IM and P2P blocking, antispam, and reporting.

• Web content and application acceleration. NetCache appliances reduce delays, bandwidth usage, and server load to improve delivery of web content and web-based applications such as ERP and CRM systems.

• Video delivery. NetCache appliances improve delivery quality of online training, executive video broadcasts, and large-scale video-on-demand services.

Current NetCache hardware models include:

• NetCache C1200. Designed for remote offices and service providers’ POPs, the C1200 combines space-sensitive design, reliability, and modular configurations at an attractive price point. The C1200 does not sacrifice reliability for low cost—it includes features like RAID and SCSI disk drives.

• NetCache C2100. This midrange model optimizes price/performance by supporting a wide range of capacity and reliability features. Reliability and availability of mission-critical data are ensured with features such as RAID, redundant hardware, and hot-swappable drives.

• NetCache C6200. This high-end model delivers the ultimate performance and reliability for the data center and other high-bandwidth locations. Large content libraries—up to 2TB of storage—can be reliably stored and protected with RAID support.

Software Products

Filer and NearStore Families

Network Appliance sells appliance- and server-based software that simplifies storage administration and increases data availability. All NetApp appliances are configured with the Data ONTAP microkernel as part of the base system, which includes the patented WAFL® (Write Anywhere File Layout) file system. Data ONTAP supports protocols for both NAS and SAN architectures, as well as several new data management, data replication and data protection software products. Data ONTAP software offers a unique set of features to ensure mission-critical availability levels, while lowering the total cost of ownership and the complexity typically associated with enterprise storage management. SnapshotTM technology, included as part of the base system, enables online backups and provides rapid access to previous versions of data without requiring complete separate copies. Snapshot copies also eliminate the need to recover data from a tape archive in the event of a disaster or user error.

Network Appliance develops software support for a number of industry-standard protocols. The base systems include one protocol, and additional protocols may be added at any time for an additional license fee. Protocols available for the filer—including gFiler—and NearStore families include:

• Common Internet File System (CIFS). CIFS is an industry-standard network file-sharing protocol used in Microsoft® Windows environments.

• Fibre Channel Protocol (FCP). FCP is the standard serial SCSI command protocol used in Fibre Channel SAN networks. FCP is a heterogeneous protocol supported by all standard Linux, UNIX, and Windows operating systems.

• File Transfer Protocol (FTP). FTP is an industry standard used to exchange files between computers. FTP comes with the base system at no additional charge.

• HyperText Transfer Protocol (HTTP). HTTP is the de facto standard for serving documents to Internet browsers. Having the HTTP server embedded inside the Data ONTAP operating system offers a significant performance advantage over traditional Web servers. In addition, the same set of files can be served by the filer via NFS, CIFS, or HTTP, eliminating the need to replicate data and servers to serve different users.

• iSCSI protocol. iSCSI, a new protocol defined by the Internet Engineering Task Force, offers the consolidation, scalability, and management advantages of a storage area network without the unfamiliarity, complexity, and expense of Fibre Channel. iSCSI is an Ethernet-based protocol.

• Network File System (NFS). NFS is an industry-standard client/server protocol for sharing files and directories over a network in Linux and UNIX environments.

Data management software for filers and NearStore:

• Clustered failover software. Clustered failover software for filers ensures high data availability for business-critical environments by eliminating any single point of failure through a fully redundant, active/active network storage cluster configuration.

• MetroCluster. MetroCluster is a highly available business continuance solution ideal for campus and metropolitan area networks. MetroCluster enables customers to quickly and easily resume mission-critical operation at a remote site with no data loss and minimal downtime.

• MultiStore. Many enterprises have thousands of Windows and UNIX file servers distributed throughout their networks. These servers not only represent an enormous hardware investment they also create huge, ongoing administration costs. NetApp MultiStore reduces this major expense and complexity by enabling a single physical filer to appear as multiple virtual filers. NetApp MultiStore software enables customers to quickly and seamlessly consolidate a large number of servers onto a single filer.

• SnapLock. SnapLock is designed to meet the requirements of data permanence required by various government regulations — most notably Rule 17a-4 under the Exchange Act for financial services broker-dealers. SnapLock provides WORM (write once, read many) attributes such as nonerasability and nonrewritability that prevent data, once it is stored on NearStore, from ever being altered or deleted.

• SnapMirror. SnapMirror remote mirroring software enables automated asynchronous file system replication between sites. SnapMirror leverages the Data ONTAP Snapshot technology to enable customers to quickly recover from site disasters, easily replicate critical data, and cost-effectively deploy centralized backup architectures.

• SnapMover. NetApp SnapMover software is a fast and simple solution for migrating data among NetApp storage systems with no impact on data availability and no disruption to users. SnapMover enables IT to efficiently meet evolving storage and performance requirements while maintaining user productivity.

• SnapRestore. SnapRestore allows rapid restoration of a file system to an earlier point in time, typically in only a few seconds. SnapRestore is based on the Data ONTAP Snapshot technology and enables customers to greatly minimize recovery time in the event of data corruption or loss.

• SnapVault. SnapVault provides extended and centralized disk-based backup for filers, and for heterogeneous servers with their associated storage, by periodically backing up data to, and maintaining Snapshot copies on, another filer or NearStore system on the network. Storing multiple Snapshot copies on the SnapVault server enables enterprises to keep weeks, months, or years of backups online, improving recovery times in the event of a disaster or data corruption.

• SyncMirror. SyncMirror is a synchronous data replication tool for mission-critical applications in a local data center environment. The replicated data is completely up-to-date and provides a higher level of data availability by protecting data against various physical storage component failures.

Storage management and application integration software for filers and NearStore:

• ApplianceWatch. ApplianceWatch software allows IT professionals to centrally manage and administer NetApp appliances using standard management frameworks, including products from HP OpenView and Tivoli.

• DataFabric Manager software. DataFabric Manager offers the ability to manage multiple NetApp filer appliances, NearStore systems, and NetCache appliances from a single administrative console, reducing administrative complexity and total cost of ownership. DataFabric Manager 3.0 was introduced during fiscal year 2004.

• FilerView. FilerView a Web-based administration tool, allows IT administrators to fully manage filers from remote locations on the network using a Web browser.

• SnapDrive SnapDrive is a management software package that enables customers to take full advantage of the simple data management capabilities of the filer appliance in block-based storage environments.

• SnapManager. SnapManager software for Microsoft Exchange, Microsoft SQL Server, and Lotus Domino allows customers to perform online backup and rapid recovery of business-critical application data. SnapManager enables application-aware disk-based data recovery, restoring critical application services as quickly as possible in the event of a disaster.

• Snapshot. Snapshot technology is included as part of the base system, enables online backups, and provides rapid access to previous versions of data without requiring complete separate copies. Snapshot copies also eliminate the need to recover data from a tape archive in the event of a disaster or user error.

• Virtual File ManagerTM (VFM). VFM is a file virtualization solution for managing distributed storage in Windows and multiprotocol environments. VFM provides a global namespace that dramatically simplifies the administration of large file server environments.

NetCache Appliances

NetCache Web delivery and security appliances support many applications including proxy, Web caching, content filtering, virus scanning, Web application acceleration, streaming media delivery, content distribution, and usage analysis applications. NetApp technology provides the unique ability to deploy all of these solutions on a single appliance. Our technology advantages provide greater multifunctional capabilities from a single appliance, so networks can be scaled more quickly, with greater manageability.

The NetCache product line includes support for proxy and caching of many standard Web protocols, including:

• Domain Name Service (DNS). DNS caching improves lookups of Web site addresses to improve overall Web access and reduce IP traffic.

• File Transfer Protocol (FTP). FTP is an industry standard used to exchange files between computers.

• HyperText Transfer Protocol (HTTP). HTTP is the de facto standard for serving documents to Internet browsers. Having the HTTP server embedded inside the Data ONTAP operating system offers a significant performance advantage over traditional Web servers.

NetCache protocols available for an additional license fee include:

• Network News Transfer Protocol (NNTP). NNTP is the de facto standard for online discussions on the Internet. NNTP caching enables Internet service providers (ISPs) to provide a high-quality NetNews service at a fraction of the cost of traditional NetNews servers.

• Secure Sockets Layer (SSL): SSL is used to securely transfer encrypted data on the Web. With this feature enabled, NetCache can terminate an SSL connection in order to cache and accelerate HTTPS traffic between clients and Web servers, providing end users with better quality of service (QOS).

Network Appliance also offers a set of software products that provide specialized functionality to solve a variety of business problems. Additional add-on software features and products for the NetCache family include:

Content delivery:

• Microsoft Windows MediaTM streaming. Fully supports Windows Media features such as live stream splitting; delivery of video-on-demand; and digital rights management, authentication, authorization, and logging.

• QuickTimeTM streaming. Supports Apple® QuickTime streaming servers and the Apple QuickTime Player to optimize the delivery of QuickTime content.

• RealNetworks® streaming. Supports RealAudioTM and RealVideoTM, and replicates SureStreamTM functionality between RealSystemTM servers and RealPlayer®.

Internet access and security:

• Internet content filtering. On-box Internet content filtering provided via Secure Computing SmartFilter® and Webwasher® DynaBLocatorTM. Off-box content filtering provided via Websense Enterprise® and Webwasher® CSM Suite.

• Virus scanning. The NetCache family supports ICAP-enabled virus scanning by leading antivirus engines. Webwasher® CSM Suite is available from NetApp, while others, including Trend MicroTM InterScanTM Web Security Suite and Symantec AntiVirusTM Scan Engine, are available from their respective manufacturers.

• Webwasher® ContentReporter. Webwasher ContentReporter provides a library of rich, customizable reports based on built-in cache, streaming media, e-mail activity, Internet access, and content filtering queries for monitoring, managing and securing Internet content and network activity.

Systems setup and administration:

• ApplianceWatch. ApplianceWatch software allows IT professionals to centrally manage and administer NetApp appliances using standard management frameworks, including products from HP OpenView and Tivoli.

• DataFabric Manager (DFM) software. DataFabric Manager offers the ability to manage multiple NetApp filer appliances, NearStore systems, and NetCache appliances from a single administrative console, reducing administrative complexity and total cost of ownership. DataFabric Manager 3.0 was introduced during fiscal year 2004.

• DataFabric Manager distribution module. As an add-on to DFM, the DFM distribution module enables administrators to prepopulate data onto the NetCache appliance based on powerful administrative policy options.

• Global Request Manager (GRM): GRM provides a mechanism to redirect Web requests to the NetCache appliance with the greatest availability and closest proximity to the end user which simplifies the deployment of a content delivery network and lowers the total cost of ownership.

• SecureAdmin.TM SecureAdmin encrypts administrative sessions between NetCache and the administration console, delivering maximum security for online administration in an untrusted environment.

Customers may purchase an annual software subscription upgrade that provides online access to all software and firmware upgrades and updates.

Netapp Global Services

Network Appliance offers comprehensive, global, enterprise-wide support and consulting solutions. Some enterprise customers require a comprehensive, enterprise-wide support solution, while others operate with complete self-sufficiency. Our flexible support and consulting service programs help our customers maximize data availability and maintain a low total cost of ownership.

Network Appliance’s commitment to customer service and satisfaction is reflected in our Global Support Center (“GSC”) operations available from five locations: Sunnyvale, California; Raleigh, North Carolina; Hoofddorp, Netherlands; Bangalore, India; and Tokyo, Japan. Our “follow the sun” strategy provides around-the-clock support regardless of where a customer is located. All five Global Support Centers have received the Support Center Practices (“SCP”) certification, which is an internationally recognized standard created by the Service & Support Professionals Association (“SSPA”) and a consortium of IT companies to create a recognized quality certification for support centers.

Our proactive service options provide comprehensive enterprise-wide support and ensure optimal system configuration and performance:

• Global Advisor and Global Advisor Plus. Network Appliance will review GSC cases and remotely monitor systems for trends or issues beyond the base AutoSupport level. With Global Advisor Plus, we provide customers with direct access to back-line engineers.

• System Availability Management (“SAM”) and System Availability Management Plus (“SAM+”). Network Appliance performs regular site inspections and system availability reviews. With System Availability Management Plus, customers also receive on-site, 24x7 response from our Professional Services engineers.

Network Appliance Consulting Services offers custom or fixed-scope consulting engagements. From strategy, planning, and architecture development to ongoing performance optimization, we work to ensure that customers maximize information availability and minimize downtime. Our Consulting Services products include services that address:

• Assessment of existing resources, practices, and performance;

• Storage solution design;

• Network architecture evaluation and recommendations;

• Data migration;

• Database consulting;

• System moves;

• Installation and configuration;

• System availability management audits;

• Disaster recovery assessment, solution design, and deployment; and

• Data protection solutions.

Warranty coverage for hardware is product-specific, for a term of three years. Software warranty is for 90 days. The 90-day period warrants that media will be free of defects and will perform substantially as described in the end-user documentation. Warranty coverage includes: access to the NOWTM (NetApp on the Web) Web site and knowledge system, AutoSupport; next-business-day exchange of system components; 24x7 emergency phone support; and 24x7 Web case support for nonemergency situations.

Customers can select from a comprehensive menu of service options to design a service program that complements their existing in-house capabilities. Customers can supplement their warranty or extended warranty packages by choosing from service options including the following:

• Software Subscription and Support (“SSP”). Network Appliance provides 24x7 software phone support and entitles the customer to all major and minor releases of Network Appliance software and firmware upgrades. Customers that have a current software subscription are able to download new software releases from the NOW Web site.

• On-site service. Network Appliance provides next-business-day, two-, or four-hour on-site service for select configurations of NetApp equipment. We provide 24x7 phone support and next-business-day, two-hour, or four-hour response time to system problems. After case diagnosis, a Network Appliance qualified technician will be dispatched to the customer facility to perform on-site diagnostics and troubleshooting of the Network Appliance equipment and perform the necessary hardware/ software changes.

• Hardware delivery and replacement. Network Appliance provides 24x7 phone support and 2- or 4-hour delivery of parts after a case has been submitted to Network Appliance and diagnosed. A customer support representative or automated AutoSupport process will dispatch the parts delivery once the case has been diagnosed as hardware replacement. Customers may also purchase packages that include a response by a Network Appliance qualified technician.

• Education. Network Appliance offers instructor-led, Web-based, computer-based, self-paced, or distance-learning classes, as well as custom on-site education programs and technical certification programs. Certified, experienced Network Appliance trainers teach the instructor-led programs around the world. All courses include practical lessons and feature extensive hands-on experience in installing, configuring, and troubleshooting NetApp systems.


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