Ten Steps for the Perfect System Install

These steps are based on years of real-world experience in the field. Many details go into a successful install. The steps were selected because they contribute to a standardized and repeatable installation process leaving the system functioning properly and the customer satisfied with the experience. 1. Require the customer to fill out and return a System Installation Workbook before scheduling the install. This encourages the customer to plan for the installation by doing things like running power and network cables before you arrive. Having this information will save at least one hour of work gathering it onsite and re-entering it during setup. The System Installation Workbook is a Word document available in the Net2 tool under Install -> Engagement -> System Configuration Forms. Create one workbook for each node in a HA pair and email them to the customer with an offer to answer questions about the information requested. Make it clear the workbook is a requirement and saves time during the installation. 2. Come prepared to handle most situations. The first step is to prepare mentally by reviewing the purchase order and notes from customer meetings. If there are expansion cards included then review the System Configuration Guide on the NetApp Support site for slot assignments. You will also want to download the latest firmware system, shelf controller, disk, and expansion components. The customer may not choose to use the latest release of Data ONTAP, but you should always leave their new systems running the latest firmware. You should also check for any Technical Support Bulletins (TSB) and Customer Support Bulletins (CSB) covering the hardware and version of ONTAP you will be installing for the customer. Assemble a comprehensive tool kit to install and fix most hardware issues. Carry spare fiber cables, copper SFP cables, and GBICs in your toolbox. This guarantees missing, lost or damaged components do not delay the installation. Have your sales rep order replacements for any parts you use. Refer to the list of recommended hardware and applications on pages 6 - 7. We have also created a tool list on Amazon.com to make shopping easier: http://www.amazon.com/gp/richpub/listmania/fullview/R2USKPXCTQ1UPG/ref=cm_lm_pthnk_ view?ie=UTF8&lm_bb=> 3. Develop a process, turn it into a checklist, and make it a habit. This ensures you do not miss anything and provide a consistent level of service. The customer s time is precious so never stop working towards completing the installation. Having a process will save you time. By always APSP Partner Services Helpdesk 31 Jan 2011 Page 1 of 8

thinking about the next step, when you hit a delay you can quickly move to the next step. This also adds to your appearance as a skilled professional. Airplane pilots, astronauts, and surgeons use checklists and so should you. The members of the Partner Services Enablement Team practice these installation habits:
Version:

1.2 Step 1 2 3 4

5 6 7 8 9 10 11 12 13 14 15 16

ACME Corp FAS7000 Install Checklist Task Pre-Install Tasks Send customer System Installation Workbook(s). Read the latest documentation for the hardware being installed before going onsite. Pre-plan the installation using the Purchase/Sales Order and the Synergy tool. Plan a pre-site inspection before scheduling the install, if time permits. (This is especially helpful with new small business customers.) Install Tasks Unbox everything and take an inventory. (Many datacenters do not allow cardboard inside so make unboxing outside a habit.) Pre-assemble rail kits by installing cage nuts if installing into a third party cabinet. Build from the bottom up but leave space for further downward expansion if you are not installing a complete loop/stack of shelves. Use a bubble/spirit level to ensure the first component is installed properly Do NOT install storage controllers at the bottom of the cabinet. Mount them where it is easy to check their status and to perform maintenance. This also ensures the controller has adequate airflow and does not become an expensive vacuum cleaner. Log all console output to a text file. Go/NO-GO Checkpoints Configure root volume with defaults appropriate to the customer s environment. Configure and test all network services and licensed protocols. Test failover for clustered systems (repeat verification of services and protocols). Post Install Tasks Provide a Transfer Of Information (TOI) so customer knows enough basics to start using the system. Ensure they understand how Snapshots work. Send a Trip Report to Sales teams and the customer. Schedule follow up call to customer the next week and six months later.

4. Cable management. Take the time to do it right the first time. Use vertical and horizontal cabling techniques to leave the cables neat and functionally organized. Run primary connections along the left side and secondary/partner connections on the right. Do not bundle all excess cables around the controller. Coil excess cables into a service loop and mount the service loop next to the component the cable connects to. This ensures airflow is not blocked and maintains easy access for maintenance. With fiber cable, keep service loops large and provide bend radius protection to ensure the cables are not bent, crushed, stretched or APSP Partner Services Helpdesk 31 Jan 2011 Page 2 of 8

pinched. Make your cable management a source of pride and an example to the customer and other vendors. Use the WireGauge tool when you are finished to verify the systems are cabled correctly. Refer to the Best Practices guides for cabling in the Net2 tool under Install -> Installation > Cabling for recommendations on how to connect controllers and shelves together under various conditions. 5. Capture all console output to a text file. In the event of a customer complaint or disagreement, this log file is proof of what you did, or did not do, while configuring the system. Managing the log files is as important as capturing them. Develop a standardized system for storing customer related files. One recommendation is to create folders for each geographical region you cover (e.g., state and county). Then create subfolders for each customer in the region. Each customer subfolder then contains folders for each project by name and date. When naming the console log, use the customer name and date. If your company uses SharePoint or other collaboration software, recreate this directory structure to maintain a history of pre- and post-sales documentation for each customer. 6. Configure and test all network services. Configure DNS, NIS for UNIX, and Active Directory Services for CIFS. Configure the timed options to start time synchronization services. If the system has an RLM, Service Processor or BMC, strongly encourage the customer to configure and use it. Much of the functionality built into the RLM, Service Processor and BMC reduce the amount of time it takes our Technical Support Engineers to resolve an issue. Configure the AutoSupport options and send out a test ASUP (this is important because the service contract does not go into effect until NetApp receives an ASUP). Have the customer verify access to the systems using all licensed protocols, to include while in cluster failover mode. This is important because a failover can succeed even though network services on the failed node fail to be configured (usually due to errors in /etc/rc). Network configuration failures are common with VIF/ifgrps so be sure to test them by disconnecting cables and then testing them again in failover mode. Don t forget to test the SAN network as well. Verify onboard FCP ports are appropriately configured as initiators for disk shelves and tape or set as targets for SAN. If the host application uses MPIO or DSM verify failover occurs between the optimized and non-optimized paths. Consider enabling ALUA to properly handle path selection by the MPIO and DSM applications. The Net2 tool contains verification checklists under Install -> Customer Engagement -> Installation Checklists

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7. Configure the root volume with the customer s default volume settings. All new volumes inherit most of their options from the root volume so save effort by configuring it first. You can reduce the root volume size to 2x the size of system memory, but no less than 20GB. For systems you expect will eventually upgrade to Data ONTAP 8, use the larger recommend sizes for ONTAP 8. If the environment is both CIFS and NFS, set the qtree security to that of the most used protocol, and set create_ucode and convert_ucode to on . The Data ONTAP System Administration Guide contains a chapter devoted to configuring the root volume. In addition to the NOW website, you can find the entire Data ONTAP documentation set for all current versions of Data ONTAP in the Net2 tool (Install -> Configuration -> Operating Systems -> ONTAP FAS Series)

8. Stay until the job is finished or the customer kicks you out. If you did not establish a quitting time, then finishing should be your only goal. Customers are more concerned about results than the effort. Pack some snack food and a bottle of water when you have to work through meals. Experience has shown smaller customers require more time. Their environment and infrastructure often requires more preparation. Often, the storage administrators are less experienced or manage multiple systems. Plan accordingly for a longer engagement. Use these opportunities to practice mentoring and you will become a trusted advisor to your customers. 9. Provide a superb Transfer of Information (TOI). The more information you provide, the less need the customer will have for assistance afterwards. A good rule-of-thumb is to cover everything you would want to know if you were the customer. Verify customers understand how Snapshots work because they are the foundation for most NetApp functionality. NetApp has always believed customers own their systems. They should have as much control over the administration and maintenance as they want. NetApp systems are not black boxes like competitors so demonstrate the process for replacing failed components. Show the core functionality of FilerView or Systems Manager. Provide a walkthrough of the NetApp Support (NOW) website by viewing their systems. Use this opportunity to ensure the systems are registered to the customer on the website and the RMA information is correct. Promise to email the customer documentation, or links to documentation, for the administration and maintenance of their system. Leave the customer viewing you as a trusted advisor rather than as someone holding information for ransom. The Net2 tool contains documentation for customers under the Customer Leave Behinds menu. 10. Provide follow up communications. Within 24-hours you should send a trip report to your sales rep, the NetApp Sales team, and the customer. This is another CYA document to eliminate APSP Partner Services Helpdesk 31 Jan 2011 Page 4 of 8

debates about what work was completed and ensures your company gets paid. Openly document any issues during the install, to include preparation you or the customer failed to do. List all remaining work and who is responsible for completing it. Mention any additional sales opportunities you discussed with the customer for the sales rep to follow up. File these reports in your customer folders. There is a sample trip report on page 7 you can use as a template. Within a week of the install, contact the customer to ensure the system is running to their satisfaction and to answer additional questions. One way to further drive sales is to create a calendar entry six months out. Contact the customer again and if they are still satisfied gently encourage them to remember your company and NetApp the next time they have an IT problem needing a solution.

References
Net2 Tool download website: https://service.netapp.com/spe_tools_net2_main.html WireGauge tool download website: https://service.netapp.com/spe_tools_wiregauge_main.html System Configuration Guide on NOW: http://now.netapp.com/NOW/knowledge/docs/hardware/NetApp/syscfg/ HP Cable Management for Rack-Mounted Systems manual: http://h20000.www2.hp.com/bc/docs/support/SupportManual/c01085208/c01085208.pdf

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Recommended Tools for System Installation and Maintenance Hardware

Name Wireless broadband card for laptop Tool box or tool bag Cordless power screwdriver with spare battery Steel toe shoes Anti-static wrist strap USB-to-serial converter Console cables with DB9 and RJ45 connectors/dongles 3m long CAT5e or CAT6 Ethernet patch cable Phillips and flathead screwdrivers Magnetic tipped screw retrieval tool Wire stripper/cutter Needle nose pliers Sharp knife Penlight flashlight Portable label maker Nylon zip ties Roll of Velcro Multi-colored adhesive labels, round PDU/NEMA outlet to laptop power plug adapter Purpose Access to email and internet without having to connect to customer network Carry and organize tools 14 volts or more Protection from falling objects and great for breaking down boxes Use when installing expansion cards Console connection to systems Console connection to systems Source Sprint, Verizon, AT&T

http://www.workshoes.com/

Pay extra for a 2-headed cable for FAS200 and FAS3100 work Extra from system install or order from NetApp

Crossover connection from laptop to controller NIC ports for installing software via web server Accessing tight spots where cordless drill won t fit Pulling out loose shelf screws and grabbing lost screws under cabinets Cut banding cables and Velcro zip ties Work in tight spaces Opening boxes, cutting cables Illuminate dark spaces Label cables and components copper cable management Fiber cable management Identify components for relocation (disks, shelves, etc) Running laptop from PDUs when no standard power outlets are available

Office supply or craft store http://www.cables4computer. com/products/groupitem.asp? groupcode=G0063&itemNo=P WR-1200-01 http://www.screw-out.com/ Included with new storage controllers Included with new storage controllers

Craftsmen Screw Out bits Rack cage nut insertion tool NetApp rack mount template Paper clip Media Card reader/writer

Remove stripped screws Inserting difficult cage nuts Proper installation of cage nuts Insert in reset hole on older systems Testing and overwriting CompactFlash cards

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USB thumb drive

Sharpie or paint markers Small tape measure Spirit or bubble level Dentist mirror tool crescent wrench

Share files with customer. 8GB+ can hold multiple versions of Data ONTAP for each system model Marking unlabeled telco and 4-post rails Verifying spaces and tolerances Ensure components/cabinets are level Reading serial numbers in tight spaces Move cabinet leveling feet

Office supply or craft store

Software Utility Applications

Name Putty Terra Term Pro Xerver Notepad++ WinMerge Ethereal IP subnet calculator PDFCreator iCalc Cygwin Purpose Terminal emulator with Secure FTP client Enhanced terminal emulator with Telnet, SSH and serial port connections Minimal Java based HTTP/FTP server for uploading software to systems Programming language aware, tabbed editor for text and script files Visual file difference tool for comparing text files (e.g., console & ASUP data) Network packet trace tool Figuring out netmask for subnets Convert files into uneditable portable documents Bandwidth calculator (SnapMirror, etc) Run UNIX utilities/commands in Windows Source http://www.putty.nl/ http://www.ayera.com/teraterm/ http://www.javascript.nu/xerver/ http://notepadplus.sourceforge.net/uk/site.htm http://winmerge.sourceforge.net/ http://www.ethereal.com/ http://ftp.wildpackets.com/pub/g oodies/ipcalc321.exe http://sourceforge.net/projects/p dfcreator/ http://www.ibeast.com/content/t ools/band-calc.asp http://www.cygwin.com/

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NetApp Professional Services Trip Report

SO/PO or Case #: Date: Customer: Customer Attendees: NetApp Attendees: Hours Onsite:

ABC12345 16 Feb 2010 Acme Corp. Thomas A. Customer Frank DInstaller 2.5

Purpose of Visit Upgrade FAS6070 cluster from Data ONTAP 7.3.1 to 7.3.2P4 to resolve compatibility issue. Actions Performed Upgraded FC shelves to firmware version ESHv37 Upgraded RLM to firmware version 3.1P1 Upgraded Data ONTAP to 7.3.2P4 Verified system connectivity and performed cluster failover testing Issues One shelf had a pre-existing error and required power cycling prior to upgrading

Remaining Actions Frank: Verify options settings have not changed between 7.3.1 and 7.3.2P4 Thomas: Schedule downtime to upgrade to Data ONTAP 7.3.3 when it becomes available Sales Opportunities Customer asked about easier ways to restore files from SnapShots. I mentioned the benefits of SnapRestore and customer wants a quote for a license.

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