NetApp offers support for governments

Network Appliance (NetApp) is offering government offices a set of tools that provides confidential and secure assistance in the support and management of NetApp storage solutions to both classified and non-classified government agencies.

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By  Caroline Denslow Published  July 19, 2005

Network Appliance (NetApp) is offering government offices a set of tools that provides confidential and secure assistance in the support and management of NetApp storage solutions to both classified and non-classified government agencies. Government customers are in a unique position in that they cannot transmit the information necessary to support them through traditional processes, according to NetApp. It has historically been difficult for vendors to proactively monitor and diagnose issues, which sometimes cause lengthy delays in the resolution of problems. SupportEdge Secure for Government offers government customers three types of support based on the required level of security: self-support, enhanced remote support, or on-site support options. The solution’s customised self-help and data filtering tools have been designed to filter restricted or classified information from government files prior to making them available for troubleshooting purposes. And should a government customer’s policies prevent that customer from providing even filtered information, NetApp will dedicate a team of professionals with the appropriate security clearances to work on-site at the customer’s facility. “Data management providers typically take a ‘one size fits all” approach to service and support,” said Mark Weber, vice president and general manager, NetApp Federal Systems. “NetApp understands that government agencies have very distinctive needs and that IT providers must therefore have an intimate understanding of the needs associated with their highly secure environments. Gaining this understanding requires thorough and continual vendor/customer collaboration.” “We wanted our classified and nonclassified customers to experience the same comprehensive support that our commercial enterprise customers enjoy with SupportEdge Premium,” said Ed Deenihan, executive vice president of NetApp Global Services. “We’ve designed a way to deliver that support without sacrificing the integrity of their secure locations and environments, in order to demonstrate how much we value the government sector and hear and respond to their unique requirements,” Deenihan continued. SupportEdge Secure for Government enhances the NetApp Global Services family of SupportEdge offerings now available, including SupportEdge Premium and SupportEdge Standard. Together the SupportEdge suite of services allows enterprise customers to create an integrated support strategy encompassing everything from corporate data centres to remote offices, NetApp claimed.

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