You can access support options in Cloud Insights by clicking on Help > Support. The support options available to you depend on whether you are in Trial mode or Subscription mode.

Support Page

Activating support entitlement

Cloud Insights Service offers self-service and email support when running in trial mode. Once you have subscribed to the service after the trial period, it is strongly recommended that you activate support entitlement. Activating support entitlement enables you to access technical support over the online chat, the web ticketing system, and the phone. The default support mode is self-service until registration is completed. See details below.

During the initial subscription process with Cloud Insights Service for AWS, your Cloud Insights instance will generate a 20-digit NetApp serial number starting with "950". This NetApp serial number represents the Cloud Insights subscription associated with your AWS account. You must register the NetApp serial number to activate support entitlement. We offer two options for support registration:

  1. User with pre-existing NetApp Support Site (NSS) SSO account (e.g. current NetApp customer)

  2. New NetApp customer with no pre-existing NetApp Support Site (NSS) SSO account

Option 1: Steps for a user with a pre-existing NetApp Support Site (NSS) SSO account

Steps
  1. Navigate to the NetApp registration website https://register.netapp.com

  2. Select “already registered as NetApp customer” and select “Cloud Insights Service” as the Product Line. Provide your serial number and AWS customer id by referring to the “Help > Support” menu within the Cloud Insight’s user interface:

    SN_Screen

  3. Complete the Existing Customer Registration form and click Submit.

    existing customer form

  4. If no errors occur, user will be directed to a “Registration Submitted Successfully” page. The email address associated with the NSS SSO username used for registration will receive an email within a couple minutes stating “your product is now eligible for support”.

  5. This is a onetime registration for the AWS subscription and NetApp serial number.

Option 2: Steps for a new NetApp customer with no pre-existing NetApp Support Site (NSS) SSO account

Steps
  1. Navigate to the NetApp registration website https://register.netapp.com

  2. Select “not a registered NetApp customer” and complete the required information in example form below:

new customer form

  1. Select “Cloud Insights Service” as the Product Line. Provide your serial number and AWS customer id by referring to the “Help > Support” menu within the Cloud Insight’s user interface:

SN_Screen

  1. If no errors occur, user will be directed to a “Registration Submitted Successfully” page. The email address associated with the NSS SSO username used for registration will receive an email within a few hours stating “your product is now eligible for support”.

  2. As a new NetApp customer, you will also need to create a NetApp Support Site (NSS) user account for future registrations and access to support portal for technical support chat and web ticketing. This link is located at https://mysupport.netapp.com/eservice/public/now.do. You can provide your newly registered Cloud Insights serial number to expedite the process.

  3. This is a one-time registration for the AWS subscription and NetApp serial number. Any new Cloud Insights subscription and serial number requires registration as well.

Obtaining Support Information

NetApp provides support for Cloud Insights in a variety of ways. Extensive free self-support options are available 24x7, such as knowledgebase (KB) articles or the NetApp community. The Cloud Insights paid subscription technical support is available via chat, phone, or web ticketing. A NetApp Support Site (NSS) SSO account is required for chat and web ticket along with case management.

Self-Service Support:

These support options are available in Trial mode and are available for free 24x7:

  • Knowledgebase

    Clicking the links in this section takes you to the NetApp Knowledgebase, where you can search for articles, How-to’s, FAQ’s, or Break Fix information related to Cloud Insights.

  • Documentation

    Clicking on the Documentation link takes you to this documentation center.

  • Community

    Clicking on the community link takes you to the Netapp Cloud Insights community, where you can connect with peers and experts.

There is also a link to provide Feedback to help us improve Cloud Insights.

Subscription Support

In addition to the self-support options above, if you have a Cloud Insights paid subscription, you can work with a NetApp Support Engineer to resolve your problem.

You must register in order to activate support for NetApp Cloud products. To register, go to NetApp’s Cloud Data Services Support Registration.

It is highly recommended that you check the box to allow a NetApp Support Engineer access to your Cloud Insights environment during your support session. This will allow the engineer to troubleshoot the problem and help you resolve it quickly. When your issue is resolved or your support session has ended, you can un-check the box.

You can request support by any of the following methods. You must have an active Cloud Insights subscription to use these support options:

You can also request sales support by clicking on the Contact Sales link.

Your Cloud Insights serial number is visible within the service from the Help > Support menu. If you are experiencing issues accessing the service and have registered a serial number with NetApp previously, you can also view your list of Cloud Insights serial numbers from the NetApp Support Site as follows:

  • Login to mysupport.netapp.com

  • From the Products > My Products menu tab, use Product Family “SaaS Cloud Insights” to locate all your registered serial numbers:

View Support SN

Cloud Insights Data Collector Support Matrix

You can view or download information and details about supported Data Collectors in the Cloud Insights Data Collector Support Matrix.