FY23 Services Certified Guide 1

NETAPP PARTNER PROGAM
Services Certified
Program Guide
Effective 01 December 2022

Introduction Introduction to Services Certified
Requirements
Application and participation
Benefits
NetApp policies
Resources At NetApp, we are committed to enabling Services Certified
Partners to successfully sell and deliver their own brand of
services on NetApp® solutions. Our Services Certified tracks
provide benefits that help you increase both your
competitiveness in the marketplace and your customer
loyalty.
This guide is designed to help you understand the benefits of
and requirements for achieving NetApp Services Certified
tracks. Use this guide to make sure that you are taking
advantage of the opportunities to attain Services Certified
status and to successfully drive high-quality customer
outcomes. In this guide, you will find information about each
track and its associated technologies. You will also
understand your commitments under our agreement.
Services Certified Guide 2022 © 2022 NetApp, Inc. All rights reserved. — NETAPP CONFIDENTIAL —
Introduction Services Certified tracks
Requirements Providing enablement and benefits to help you grow your services business
The Digital Age is transforming the customer buying journey, and the value that partners provide is shifting from solution sales to a services-led, solution-
Benefits driven customer relationship. In recognition of this shift, NetApp enables you to expand your services business with NetApp through the following
NetApp policies Services Certified tracks:
Resources
Consult, plan, deploy, and Consult, plan, deploy, Deliver infrastructure or storage Leverage shared services
integrate NetApp technologies integrate, manage, and support as a service offerings that are resources across multiple
in common hybrid multicloud NetApp solutions across hybrid built on Keystone. individual (subsidiary) accounts
solutions. multicloud environments. to expand your reach.
4 tracks for partners to grow their
8 technology-based tracks to Requires proof of 24/7 staffed capabilities. Requirements and benefits are
recognize partner capabilities. services center. managed across the defined
Group.
Achieving one or more Services Certified tracks helps you differentiate your brand in the marketplace. Services Certified status also helps you attain a
higher tier in the NetApp Unified Partner Program and recognizes your ability to deliver outcome-based solutions that are built on NetApp technology.
3 Services Certified Guide 2022 © 2022 NetApp, Inc. All rights reserved. — NETAPP CONFIDENTIAL —
Introduction Requirements overview
Requirements
Benefits
NetApp policies
Resources
Program requirements Primary point of contact Services performed by trained engineer

You must remain active as a Unified All services work must be performed or
You must designate a contact who must:
Partner with either Reseller or Service supervised by an employee who has
Provider business rights at Gold level or • Act as a single point of contact between completed the track-specific Services
above, or as a Distributor or as a Global or your organization and NetApp. Certified technology options. You must not
Federal Systems Integrator. • Possess a NetApp Support Site login to attempt to deliver services for which you
You must meet compliance requirements as access key program resources. have not completed NetApp training and
documented in Annex A: FY’23 Services • Be knowledgeable about program enablement. Your local Distributor may be
Certified Compliance Guide. requirements and benefits. able to assist you in delivering services for
• Manage your performance by using the which you have not completed training and
Services Certified Partner Dashboard. enablement. You are required to deliver
services for NetApp solutions and to
• Proactively manage attainment or perform all services-related obligations
renewal of any NetApp individual under the NetApp Services Certified tracks
curricula requirements. in accordance with relevant industry
• Communicate program updates to your standards.
organization.
• Promptly inform NetApp about any
organizational or business changes.
Introduction Requirements overview
Requirements

Services Certified compliance
Benefits
For detailed information about compliance requirements, see Annex A: FY’23 Services Certified Compliance.
NetApp policies
Resources
Integration Services Certified requirements Lifecycle Services Certified requirements
Curriculum Installed Curriculum Installed Performance

compliance base compliance base ratio
Keystone Services Certified requirements Services Certified Grouped requirements
Curriculum Keystone Shared services NetApp Services

compliance Addendum infrastructure Certified Grouped
Partner Relationship
Infrastructure Form
Compliance management
You can manage your compliance with Services Certified track requirements by using the Services Certified Partner Dashboard in the NetApp
Partner Intelligence Portal. For information about how to access and use the dashboard, see the Services Certified Partner Dashboard User Guide.
Introduction Grouped Partner Relationship Infrastructure Form requirement
Requirements
To effectively manage the Integration Services Certified (ISC), Lifecycle Services Certified (LSC),
Application and participation Keystone Managed Services Certified (KMSC), or Keystone Lifecycle Services Certified (KLSC)
Grouped aspect of our business relationship, we both must understand the products and the
Benefits services that you purchase and maintain within your operations. We also must establish a “Services
NetApp policies Certified Group” relationship infrastructure that includes all the entities who are intended to
participate in your Services Certified Group. This infrastructure gives you and your Services
Resources Certified Group access to critical information about your Services Certified performance, installed
base, support and subscription contracts, NetApp cases, and NetApp bookings.
To establish this infrastructure, you and each company and/or subsidiary in your Services Certified
Group must execute a NetApp Services Certified Grouped Partner Relationship Infrastructure Form.
This form gives NetApp express authorization to set up a Services Certified Group relationship
between the entities in your Services Certified Group. This authorization allows the centralized call
center or centers and each affiliate to have access to the installed base and to NetApp bookings
data of all entities who are within this Services Certified Group relationship, including any personal
information included in those data sets. This access is necessary to effectuate the applicable
contracts and for NetApp’s and our legitimate interest. NetApp must have the explicit consent of
an authorized representative of each entity in your Services Certified Group prior to the
establishment of this Services Certified Group relationship. Each entity may also have
obligations under the law to notify individuals regarding processing of personal data within the
Services Certified Group. Personal information processed by NetApp within the Services Certified
Group is processed in accordance with our Privacy Policy, available at
https://www.netapp.com/company/legal/privacy-policy/.
Important note: BY PARTICIPATING IN THE SERVICES CERTIFIED GROUPED ASPECT OF
THE ISC, LSC, KMSC, AND/OR KLSC TRACKS AND/OR REQUESTING ACTIVATION OF ANY
SERVICES CERTIFIED GROUP RELATIONSHIP RELATED TO THE ISC, LSC, KMSC, OR KLSC
TRACKS, YOU EXPRESSLY WARRANT AND REPRESENT TO NETAPP THAT: (A) YOU HAVE
OBTAINED ALL NECESSARY LEGAL CONSENTS OR AUTHORIZATIONS, AS APPLICABLE,
FROM EACH RELEVANT CUSTOMER AND EACH ENTITY IN YOUR SERVICES CERTIFIED
GROUP, EXPRESSLY GIVING NETAPP PERMISSION TO ESTABLISH THIS RELATIONSHIP,
AND IN EACH SUCH CASE FROM A REPRESENTATIVE WITH ACTUAL, BINDING AUTHORITY
ON BEHALF OF EACH SUCH CUSTOMER OR ENTITY IN YOUR SERVICES CERTIFIED
GROUP, AS APPLICABLE; AND (B) YOU ASSUME ALL RESPONSIBILITY AND LIABILITY FOR
THE ESTABLISHMENT OF THIS SERVICES CERTIFIED GROUP RELATIONSHIP AND SHALL
INDEMNIFY NETAPP AND HOLD IT HARMLESS FROM ANY SUCH RESPONSIBILITY OR
LIABILITY.
Introduction Application and participation
Requirements
Benefits Services Certified application Mergers and acquisitions

NetApp policies
Resources The Services Certified overview helps you understand the Integration Services Certified Partners:
Services Certified tracks that NetApp offers, including the
requirements and benefits of each program. If your organization is acquired by or merges with another
company, you maintain your Integration Services Certified
To be granted Services Certified status, at a minimum, you must
meet the requirements as detailed in this document and in Annex status, providing that the new company continues to meet ISC
A: FY’23 Services Certified Compliance. track requirements.
For new services partners, NetApp has implemented a due

NetApp Keystone Services Certified Partners:
diligence process with the goal of making sure that we continue to
work with the highest-quality partners. If you are a new services
partner, we use the application process as part of evaluating you If your organization is acquired by or merges with another
and qualifying you into the Services Certified tracks before your company, you maintain your Keystone Services Certified status,
participation is activated. If you do not pass the due diligence providing that the new company continues to meet KSC track
process, you do not achieve Services Certified status. requirements.
If you are interested in Services Certified status and meet the track
requirements, you may apply online. Lifecycle Services Certified Partners
If your organization is acquired by or merges with another

company, you maintain your Lifecycle Services Certified status,
providing that the new company meets current LSC track
requirements.
If your company merges with another LSC Partner, your LSC tier
is determined by aggregating the metrics of the two companies.
The new tier goes into effect when the merger has been
completed.
Introduction Application and participation
Requirements
Benefits
Addition of Services Certified Group members Removal of Services Certified Group members
NetApp policies
As a Services Certified Grouped Partner, you may add members to You may remove entities from your Services Certified Group at any
Resources an existing Group at any time, providing that the following time. To request removal of a company or a subsidiary from your
conditions are met: Services Certified Group, send an email to ng-
servicespartners@netapp.com.
• The new entity meets the requirements of the NetApp Partner
Program Agreement as referenced in this Program Guide.
You may be asked to submit a new NetApp Services Certified
• The Services Certified Group meets the compliance Grouped Partner Relationship Infrastructure Form to complete the
requirements of Annex A: FY’23 Services Certified Compliance. removal.
To request the addition of an individual entity (subsidiary) to your
Services Certified Group, you must apply online. A new NetApp When you remove an entity from your Services Certified Group, the
Services Certified Grouped Partner Relationship Infrastructure Form deactivation terms in Annex A of this Program Guide apply to that
is required to cover the new Group structure. removed entity. Any Invoiced Bookings, installed base, technical
When you add an entity to an existing Services Certified Group, the cases, or trained engineers who are assigned to the removed entity
following actions occur: are no longer included in the Group’s compliance calculations.
• The added entity inherits the existing Services Certified Group To regain Services Certified status for the entity that you removed,
track status. you must requalify them as per the terms in this guide. Entities that
• For LSC Grouped, the added entity inherits the performance- are removed from a Services Certified Group may not be added
based tier of the existing LSC Group. If the addition of the new back to the Services Certified Group within 6 months of removal.
entity improves your LSC Grouped tier based on your
performance in the calculation period to date, your Group is
placed in the higher tier when the new entity is added.
Introduction Benefits
Requirements

As a partner with Services Certified status, you earn benefits that give you a competitive advantage over other partners.
Benefits
NetApp policies
Resources Integration Services Lifecycle Keystone Services
Certified Services Certified Certified
Marketing
Services Certified logos and Partner Connect
listing
Self-service management
Access to Partner Intelligence to track key
program metrics and business opportunities
Best practices
Access to services tools and elite enablement
Program discounts
Exclusive access to discounts on NetApp
services that back your brand of services1
1 If you purchase through a NetApp Authorized Distributor, program discounts are recommendations only. Pricing for a Partner w ho purchases through a NetApp Authorized Distributor is
ultimately determined betw een the Partner and the Distributor.
Introduction NetApp policies
Requirements
Application and participation Integrity and Compliance Data protection requirements
Benefits We are committed to acting with integrity and to upholding high As a condition of the Services Certified tracks, all partners must
standards of business practices, and we conduct our business in comply with all applicable data protection laws and shall be held
NetApp policies accordance with our Code of Conduct. We therefore welcome and accountable for protecting all customer data from unauthorized access
expect your feedback if you come across any incident that suggests and use, and from accidental loss or destruction. NetApp will not be
Resources
that we have violated our responsibilities and obligations regarding responsible or held liable for Partner’s internal processes and
legal compliance and ethical business conduct. Contact us at ng- procedures related to the protection, loss, confidentiality, or security of
integrity@netapp.com or netapp.alertline.com/gcs/welcome to report Customer’s data or information.
possible violations. By signing the required NetApp Services Certified Grouped Partner
Similarly, we expect you to act ethically and legally. You must read and Relationship Infrastructure Form, Services Certified Grouped Partners
comply with the NetApp Code of Conduct. To ensure compliance and acknowledge and agree that all entities within a member Group may
to make sure that your concerns are addressed, we meet with you share installed-base data such as system registrations; service
annually. contracts; technical, configuration, and case data; sales bookings; and
partner training data.
Introduction NetApp policies
Requirements

NetApp Anti-Bribery and Anti-Corruption Policy
View the NetApp Anti-Bribery
Benefits NetApp’s policy is to conduct its business activities in compliance with and Anti-Corruption Policy.
NetApp policies
applicable anti-bribery and anti-corruption laws, including the U.S. Foreign
Corrupt Practices Act (FCPA) and other applicable anti-bribery and anti-
Resources corruption laws in countries where NetApp conducts business.
NetApp employees or third parties such as NetApp partners shall not give, offer,
promise, authorize, or accept directly or indirectly anything of value in exchange
for obtaining or retaining business or an improper advantage. This policy
focuses on avoiding improper payments to U.S. and non-U.S. Government
Officials, but it also restricts improper payments in the course of commercial or
private related business.
NetApp and its employees can be held criminally liable for payments to third
parties, such as distributors, resellers, vendors, or other representatives, if the
person knew or should have known that the payments will be used by the third
party, in whole or in part, to make an improper payment to a U.S. Government
Official, a non-U.S. Government Official, or a private person.
Consequently, NetApp’s partners must comply with all applicable anti-bribery
and anti-corruption laws and with their obligations as stated in the underlying
Partner Agreement between NetApp and the partner. Therefore, nothing of
value (including, but not limited to, gifts, entertainment, or travel) should be
offered or provided to third parties, such as actual or prospective customers or
others, that is related to any transaction involving NetApp and that is intended to
encourage a person to perform his or her functions improperly or to reward the
person for having done so.
Introduction Resources
Requirements

About this guide
Benefits Use this guide to make sure that you’re taking advantage of all that
NetApp policies
the NetApp Services Certified tracks have to offer and that you
understand your commitments under our agreement.
Resources
As used in this document, and unless the context requires otherwise,
“you” and “your” refer to “Partner” as that term is defined in your
NetApp Partner Agreement, and “NetApp Services Certified” or
“Services Certified tracks” means your NetApp Partner Agreement
and this Services Certified Program Guide. “ISC” means the
Integration Services Certified track. “KSC” means the NetApp
Keystone® Services Certified tracks, inclusive of Keystone
Subscription Services Certified (KSSC), Keystone Managed Services
Certified (KMSC), Keystone Operations Services Certified (KOSC),
and Keystone Lifecycle Services Certified (KLSC). “LSC” means the
Lifecycle Services Certified track. Capitalized terms that are not
defined in this document take the meaning provided for them in your
Partner Agreement. Program dates
Note: At no time is NetApp obligated to provide or maintain the All requirements and benefits for the NetApp Services Certified
benefits described in this Program Guide. NetApp reserves the right tracks are effective as of 01 December 2022 and supersede any
to modify or cancel available benefits, requirements to obtain such previously effective Program Guide. The effective dates of
benefits, and this program at any time for any reason on 30 days’ participation and associated program benefits vary, depending
written notice. on when you qualify for the track. To confirm that you are using
the current Services Certified Guide, download the latest version.
NetApp fiscal year 2023
• Quarter 1: 30 April 2022–29 July 2022
• Quarter 2: 30 July 2022–28 October 2022
Get the latest information from the NetApp Partner Hub.
• Quarter 3: 29 October 2022–27 January 2023
• Quarter 4: 28 January 2023–28 April 2023
Introduction Services Certified Resources
Requirements
Application and participation Annex A: Annex B:

FY’23 Services Certified Lifecycle Services
Benefits Compliance Certified Benefits
NetApp policies
Annex C:
Resources Services Certified
Keystone Services
application
Certified Benefits
Services Certified
NetApp user registration
information page
Services Certified
NetApp Partner Services
Engagement Guide
Copyright information
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NetApp employees and partners, each of w hom is under NDA obligations. This document may not be shared w ith customers or reproduced without prior written permission from NetApp. Specifications
are subject to change w ithout notice.
Softw are derived from copyrighted NetApp material is subject to the follow ing license and disclaimer:
THIS SOFTWARE IS PROVIDED BY NETAPP “AS IS” AND WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF
MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, WHICH ARE HEREBY DISCLAIMED. IN NO EVENT SHALL NETAPP BE LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL,
SPECIAL, EXEMPLARY, OR CONSEQUENTIAL DAMAGES (INCLUDING, BUT NOT LIMITED TO, PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES; LOSS OF USE, DATA, OR PROFITS;
OR BUSINESS INTERRUPTION) HOWEVER CAUSED AND ON ANY THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, OR TORT (INCLUDING NEGLIGENCE OR
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NetApp reserves the right to change any products described herein at any time, and w ithout notice. NetApp assumes no responsibility or liability arising from the use of products described herein, except
as expressly agreed to in w riting by NetApp. The use or purchase of this product does not convey a license under any patent r ights, trademark rights, or any other intellectual property rights of NetApp.
The product described in this manual may be protected by one or more U.S. patents, foreign patents, or pending applications.
Data contained herein pertains to a commercial item (as defined in FAR 2.101) and is proprietary to NetApp, Inc. The U.S. Government has a non-exclusive, non-transferrable, non-sublicensable,
w orldwide, limited irrevocable license to use the Data only in connection w ith and in support of the U.S. Government contract under w hich the Data w as delivered. Except as provided herein, the Data
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Guide 2022 marks listed at http://www.netapp.com/TMare trademarks of NetApp, Inc. Other company and product
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NETAPP PARTNER PROGAM

Effective 01 December 2022

Application and participation

Application and participation

Program requirements Primary point of contact Services performed by trained engineer

Application and participation

Integration Services Certified requirements Lifecycle Services Certified requirements

Curriculum Installed Curriculum Installed Performance

Keystone Services Certified requirements Services Certified Grouped requirements

Curriculum Keystone Shared services NetApp Services

Application and participation

Benefits Services Certified application Mergers and acquisitions

For new services partners, NetApp has implemented a due

If your organization is acquired by or merges with another

Application and participation

Application and participation

Application and participation Integrity and Compliance Data protection requirements

Application and participation

Application and participation

Application and participation Annex A: Annex B:

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