ALEF Storage Guard
Certified NetApp Support with Guaranteed SLAs
Your infrastructure is mission-critical. When issues arise, you need more than standard vendor support—you need a trusted partner who takes ownership from incident reporting to resolution.
ALEF Storage Guard provides certified Level 1 and Level 2 NetApp support, guaranteed response times, and complete coordination with NetApp technical support, all delivered under clearly defined Service Level Agreements (SLAs).
Why Choose ALEF Storage Guard?
Unlike traditional vendor support, ALEF Storage Guard provides a single point of contact and end-to-end ownership of your support cases.
With ALEF Storage Guard, you benefit from:
- Contractually guaranteed SLAs
- Local certified NetApp specialists
- One point of contact through ALEF ServiceDesk
- End-to-end incident management
- Direct coordination with NetApp support
- Faster issue resolution
- Support throughout the lifecycle of your NetApp environment
What Is Included?
Hardware Support
- Hardware diagnostics
- Hardware replacement coordination (RMA)
- On-site replacement options depending on the selected SLA
Software Support
- Software troubleshooting
- Patch and update installation
- Access to the latest software versions
Incident Management
- Incident diagnosis
- Escalation to NetApp Level 3 support
- End-to-end case ownership
- Communication with NetApp on your behalf
Service Levels
Choose the support model that fits your business needs.
| Support Level | Availability | Response Time | Best For |
|---|---|---|---|
| 24×7 Premium | 24×7 | 4 hours | Business-critical environments |
| 24×7 Standard | 24×7 | 4 hours | Production environments |
| 8×5 Business | 8×5 | Next Business Day | Non-production systems |
| Flexible Options | Various | Based on SLA | Test and development environments |
Extend Your Support with ALEF OneCare
ALEF Storage Guard is part of the ALEF OneCare managed services portfolio.
Expand your service with:
- Prevention
- Advisor
- SW Repair
- Monitoring
- Administration
Together, these services help organizations move from reactive support to proactive infrastructure management.
Why ALEF?
As a NetApp Lifecycle Support Certified (LSC) Partner, ALEF combines certified expertise with local service delivery across Central Europe.
Customers benefit from:
- Certified NetApp engineers
- Local language support
- ITIL-based service delivery
- Proven enterprise experience
- Measurable SLAs
- Full accountability from start to finish
Deliverables
With ALEF Storage Guard, customers receive more than technical support—they receive a structured, SLA-driven support service that includes:
- Guaranteed response times based on the selected SLA
- Certified L1 and L2 NetApp support
- Hardware and software incident diagnosis and resolution
- RMA administration and hardware replacement coordination
- Centralized incident management through the ALEF ServiceDesk
- Full coordination with NetApp technical support and escalation to Level 3 when required
- Ongoing support throughout the lifecycle of the NetApp infrastructure
- Optional proactive OneCare service extensions, including health checks, consulting, monitoring, and infrastructure optimization
Ensure Your NetApp Environment Is Always Protected
Speak with our experts to find the ALEF Storage Guard support plan that matches your business requirements.