Operational model, roles, and responsibilities

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NetApp Keystone Flex Subscription (Flex Subscription) is based on the model of tenancy.

Flex Subscription offers three operational models for service delivery.

  • NetApp-operated model allows the customer to subscribe to the offered services (according to the selected performance tiers and storage service types) and selects the NetApp-operated option at an extra cost. NetApp defines the architecture and products, installs at the customer premises, and manages the day-to-day infrastructure management operations by using NetApp storage and IT resources. Available storage service types are file, block, and object. Storage subscriptions based on Cloud Volumes Service for GCP and AWS can also be managed through your NetApp Keystone instance.

  • Partner-operated model is similar to the NetApp-operated model, but with the partner operating the service for their end customers. In this model, the partner is the referenced contracted party. Tenants are customers of partners or service providers and have no billing relationship with NetApp. A partner-operated model usually has a multi-tenant environment where tenants and end customers/subtenants have their own subscriptions that are billed by the service provider/partner. The partner admin performs the administrative tasks for all the tenants. The functions that an admin can perform in a partner-operated model are different from that of an admin in a NetApp-operated model.

  • Customer-operated model allows the customer to subscribe to an offered service, according to the selected performance tiers and storage service types. NetApp defines the architecture and products and installs at the customer premises and allows customers to manage the infrastructure using their storage and IT resources. A customer can be tied to NetApp or a partner/service provider, and based on that, the service requests can be raised and addressed to NetApp or the service provider. A customer admin can perform the administrative tasks in a customer-operated environment. These tasks are tied to the tenants and subtenants for the specific customer.

The features and options in the offering vary based on the models. For information, see Roles and operations of service providers and customers

Roles and responsibilities across the service lifecycle

  • NetApp-operated model: The end to end management of installation, deployment, operations, monitoring, optimization and support is performed by NetApp.

  • Partner-operated model: The share of roles and responsibilities depends on the SLA between you and the service provider or partner. Contact your service provider for information.

  • Customer-operated model: The following table summarizes the overall service lifecycle model and the roles and responsibilities associated with them in a customer-operated environment.

Task NetApp Customer

Installation and related tasks

  • Install

  • Configure

  • Deploy

  • Onboard

check

None

Administration and monitoring

  • Monitor

  • Report

  • Perform administrative tasks

  • Alert

None

check

Operations and optimization

  • Manage capacity

  • Manage performance

  • Manage SLA

None

check

Support

  • Support customer

  • Hardware break fix

  • Software support

  • Upgrades and patches

check

None

Roles and responsibilities summary

The following list summarizes NetApp’s roles and responsibilities:

  • NetApp delivers, installs, configures, and enables the applicable service (including applicable version of NetApp Service Engine at a customer-designated data center or a CoLo). NetApp is responsible for the uninstallation at the end of the contract term or if the customer chooses to terminate the contract sooner.

  • While interfacing with other IT service providers, NetApp cooperates with the customer’s IT service providers or their technical team.

  • Performance of the NetApp-operated services are included, with the assumption that shared responsibilities are applicable to the supported environment.