Cooperative Support Model Joint Support for FlexPod TM Solutions

FlexPod: Complete Data Center Solution FlexPod ™ Infrastructure Validated Design Enterprise Apps VDI Secure Multi-Tenancy Share Point ® SQL Server Exch 2010 Share Point ® VDI Storage Servers Apps Network Application Silos Zones of Virtualization ITaaS (aka Internal Cloud) External Cloud Services Joint Pathways Cooperative Support Cooperative Support Lab NetApp ® FlexPod TM data center solution:  Unified, pretested, and validated  Full solutions from best-of- breed components

But, Customers Tell Us:  No “finger pointing” amongst vendors  Don’t put extra workload on my team  My shared infrastructure is mission critical, I cannot risk it going down  I want access to product experts 3

4 Cooperative Support Model We listened… Cooperative Support Model: A streamlined response from NetApp, Cisco and VMware to build a joint support capability for our joint solutions. “The Cisco, NetApp, and VMware infrastructure is a game changer. We can run our entire business on an integrated and verified platform that we deployed in our data center in just a matter of hours. This infrastructure is where everybody’s going to be in 2012, but we’re already here.” Brian Denton, CTO, ExamWorks

5 Cooperative Support Model Overview What is it?  Joint training  Support Engineer relationships  Management relationships  Metrics and reviews  Documented escalation processes  Investment in joint technology and collaboration tools Built on years of experience working together

Contact vendor suspected of issue 6 Cisco ® Technical Support If Cross-Vendor Support Escalation Required *Valid customer support contracts with all three companies required Customer* NetApp ® Technical Support VMware ® Technical Support Cisco Support Escalation or Engineering Problem analysis and resolution process started immediately Assist customer to open cases with other vendors Coordinated escalations Collaborated cross- company engineering and development efforts NetApp Support Escalation or Engineering VMware Support Escalation or Engineering Vendor engagement and ownership through resolution Cooperative Support Model Escalation Process

Cooperative Support Model Escalation Workflow  The customer opens a support case with the company suspected to be the cause of the problem (Company A).  The first company contacted, Company A, is designated the owner of the case through resolution.  If Company A determines that the issue may be another partner’s solution component, the following support action is taken: –Company A support hosts a phone call between Company A, the customer, and Company B to assist the customer in opening a secondary support request with Company B. –Once the customer has opened the secondary service request with Company B, Company A and Company B work collaboratively on the issue until the problem is resolved. –Case ownership remains with Company A (the original vendor) until the case is resolved or the customer approves the transfer or closure of the case. Note: Customers must have active and appropriate level support contracts with all vendors. 7

Customer Benefits  Flexible – no rigid configurations required  Experience faster time to resolution  Less stress through improved cross- company collaboration  Vendor’s engage and take ownership of issues through resolution  Global 24-hours-a-day support available 8

Better Together: Cooperative Support Lab 9

 Each partner invested product and support engineering expertise  Ability to “mix and match” available product components to reproduce complex customer environments  Available to each vendor’s support teams via Secure Access Portal  Hosted in NetApp Technical Support Center Research Triangle Park, North Carolina 10

Cooperative Support Lab Initial Capital Investment 11 VMware: vSphere Enterprise Plus, vCloud Director, View, vShield, etc. Cisco ® Servers: UCS Chassis, UCS 6120XP, 2140 Fabric Extenders, UCS B-Series Servers, UCS Manager Cisco ® Integrated Fabric: Nexus ® 7000, Nexus ® 5548, Nexus ® 1000, 1010v NetApp Unified Storage: filer clusters: Multiple OS and application workloads

By Solution Stack 12 Support Experience

13 Support for VMware Built on FlexPod Cooperative Support Model  Evolutionary support process  Streamlined response to support issues  Collaborative engineering & management relationships  Joint technology investment in Cooperative Support Lab  Global 24 x 7 support Network Server Virtualization Storage

14 Support for FlexPod Applications (CVD’s)  Scalable, effective operational infrastructure  Industry standard processes  Interoperability support framework Cooperative Support Oracle, Microsoft Citrix, Hyper-V, Others Cooperative Support TSAnet Network Server Virtualization Workloads Storage Oracle, Microsoft Citrix, Hyper-V, Others  Evolutionary support process  Streamlined response to support issues  Engineering & management interconnects  Joint Collaboration tools and Cooperative Support Lab Original multi-vendor support network since 1993

Customer Examples  Walz Group - Cloud delivered Compliance Solutions –To the Walz Group, the partnership among Cisco, NetApp, and VMware with a mutual commitment to support has meant time-saving technology integration, simpler update processes, and more open- minded, collaborative service. – Networking_Solutions_Case_Study.htmlhttp:// Networking_Solutions_Case_Study.html  IronBrick – offering Converged Infrastructure Solutions to corporate and public sector markets –"These expectations have been met in our experience and that of our customers who provided feedback on the alliance support model. Coordination with multivendor issues, response times to problems, and communication related to ticket status and problem resolution has met expectations." –  Terremark – Cloud Service Provider offing mission critical infrastructure and DR as-a-Service –“NetApp, Cisco, and VMware provide some of the best technologies the industry has to offer. Together, they offer unique synergies that greatly simplify the deployment and management of multi-tenant cloud infrastructures like Terremark’s.” – 15

For More Information  Cisco/NetApp alliance portal: –  IDC Whitepaper – Accelerate Converged Infrastructure and Support Alliance – infrastructure.pdfhttp://media.netapp.com/documents/ar-accelerating-converged- infrastructure.pdf  NetApp Field Portal: –Customer facing presentation – Unified Support: –SupportEdge overview: –SupportEdge datasheet:  us: 16

17 © 2011 NetApp, Inc. All rights reserved. No portions of this document may be reproduced without prior written consent of NetApp, Inc. Specifications are subject to change without notice. NetApp, the NetApp logo, Go further, faster, AutoSupport, and FlexPod are trademarks or registered trademarks of NetApp, Inc. in the United States and/or other countries. Cisco is a registered trademark of Cisco Systems, Inc. VMware is a registered trademark of VMware, Inc. All other brands or products are trademarks or registered trademarks of their respective holders and should be treated as such.