Commvault Backup Appliance with NetApp

Commvault Backup Appliance with NetApp SUPPORT DETAILS Commvault industry-leading1 Support Services combine people, procedures, and technical talent that customers trust to help them leverage the full value of Simpana® software, optimize operations, and meet stringent service levels. With the Commvault Backup Appliance with NetApp, Commvault Support Services becomes the centerpiece of all your support needs. SUPPORT DETAILS The Commvault Backup Appliance with NetApp requires the purchase of 3 years of 4-hour/Next Business Day (NBD) Premium hardware maintenance on all original components for the server (Commvault A600) and storage (NetApp E-Series 2712). The 4-hour hardware response time is limited to certain geographic areas. Next Business Day (NBD) service is available where 4-hour response times are not available. • The Commvault Backup Appliance with NetApp requires the purchase of 1-year of software maintenance. Software maintenance is renewed annually by Commvault, either directly or through partners, and covers break/fix support and product upgrades for Simpana software all of which are provided in accordance with Commvault’s support policies then in effect. • Customers can choose to purchase 3-year software maintenance to co-terminate hardware and software support and simplify ongoing maintenance processes that include break/fix, release version upgrades, and more. • Telephone-based hotline support is provided via a single phone number for any issues related to the Commvault Backup Appliance with NetApp, regardless of whether the issue is hardware or software related. A Commvault representative will direct your call to the proper Commvault support group or the relevant hardware manufacturer. • Web-based support is available through Commvault’s global e-Support Portal, enabling customer to troubleshoot, check incident status, or research questions any time of the day or night (24x7x365). • Commvault Support Services provides end-to-end management of each incident. • In the event of a defect of an original component of the hardware, Commvault Support Services coordinates with the hardware partner to replace the component(s). • For the NetApp E-Series Storage System, AutoSupport is enabled by default, enabling NetApp Customer Support to remotely monitor and remediate issues encountered on the storage unit. This service provides proactive management of potential storage issues in addition to the standard telephone phone support you can leverage with Commvault Support Services. • NOTE: Appliance customers may, at their discretion, also contact NetApp customer support directly for assistance in the event of a hardware failure.

COMMVAULT PREMIUM SUPPORT COVERAGE Commvault Support Services provides 24x7x365 coverage support to resolve issues. This coverage includes: • e-Support via the Maintenance Advantage self-help website • Email notification of critical software updates, enhancements and releases • Web e-Support features – Incident Management, Knowledge Database, and Commvault Books Online • Web-based support technology for proactive incident detection • Reports, provided upon request 1 Based on an internal customer support and services survey conducted in December 2014, Commvault achieved a 97% customer satisfaction rating for customer support and services, beating industry averages. Industry results are compared to the 2013 HDI Support Center Practices & Salary Report.

Additional information on Commvault Services and Support is available at commvault.comservices-and-support.

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