TRX's Mitchell has both NetApp FAS900 and FAS3000 series systems in his shop, and particularly likes how the common operating system makes it easy to administer the boxes regardless of their roles in his environment. "All that is the [NetApp] Data Ontap model," notes Mitchell. "I don't have to learn this tool over here for this array and that tool for the VTL [virtual tape library]--it's all together."
In the midrange, NetApp's product features were very highly rated by users. In fact, the NetApp product received scores higher than 7.0 for three statements in this category. They were "This product's snapshot features meet my needs" (7.11), "This product's mirroring features meet my needs" (7.03) and "This product's remote replication meets my needs" (7.03). No other product had as many 7.0-plus scores in the features category. HDS' highest score for any statement was for "This product's capacity scales to meet my needs." This score was significantly higher than NetApp's 6.45 for the same statement regarding its enterprise products. The only score significantly outside the norm on the low end was EMC Celerra NS Series' score of 4.73 for the statement "This product is interoperable with other vendor's products."
Initial quality
We expected to see fairly high scores in this category. While our hypothesis held true for the leaders, this category had the widest range of scores. For example, NetApp's midrange FAS200 systems scored 7.03 (the only product score to exceed 7.0 in any category), while EMC's Celerra systems received a 4.97, the only score below 5.0 in any category. HDS led the enterprise products with a 6.82. "There may be a few configuration issues to hammer out at the start," says CGI-AMS' Georgeson about his firm's HDS NAS blade implementation, "but the interface is nice and it has all kinds of options like quotas and defining users and groups."
We asked respondents to rate the products with regard to installation defects, ease of configuration and ease of use, among others. NetApp's midrange products received a 7.0 or higher on every item except for the statement, "I am satisfied with the amount of professional services needed for this product." Perceived overall value is an important indicator of overall product satisfaction and NetApp showed its strength there, too. NetApp's midrange product received the highest rating (7.06) in the initial quality category for the statement "This product offers good value for the money." Among enterprise products, Hitachi had the highest score (6.74) vs. NetApp (6.40) for the "value" question. When it came to the statement, "This product is easy to use," NetApp took top honors in both the enterprise and midrange categories (6.89 and 7.00, respectively).
Product reliability
The product reliability section assesses how well a product performs on an ongoing basis and how easy it is to maintain. We asked respondents about their experiences with regard to service levels, patch management and upgrade guidance. HDS led all products with a 6.84, while NetApp's FAS200 placed first in the midrange group and second overall with a 6.68. Hawaiian Airlines' Kekoa says his firm's EMC Celerra has been very reliable. "It's been awesome," he says. "We haven't had one hiccup with the NAS."
In other Quality Award surveys, patch applications and upgrade guidance were the two most problematic areas. This trend continued for NAS systems. In fact, NetApp's enterprise systems had a rare sub-6.0 score (a 5.3) for "Patches can be applied non-disruptively." That was NetApp's lowest rating for any statement in either the enterprise or midrange categories. Hitachi, however, was an exception to the rule. HDS scored a 7.0 for "This product meets my service level requirements" and a 7.05 for "This product experiences very little downtime." It even scored a 6.95 for "Patches can be applied non-disruptively," one of the highest scores we've seen for this statement. For the same statement, EMC's Celerra scored a 4.43; this is below the median of 4.5, which means that the overall user impression of Celerra patch management was negative.
Technical support
Similar to our other Quality Award surveys, tech support didn't stand out as either a strong positive or a negative. All of the vendor finalists had acceptable or higher scores, with NetApp's FAS200 midrange system leading all products with a 6.62. Among enterprise products, HDS scored a 6.44, and had the most notable score of 7.00 for the statement "Vendor provides support as contractually specified." Even though Dell's PowerVault 7xxN, EMC's Celerra NS Series and the HP ProLiant DL series Storage Server had scores below 5.5 (5.34, 5.26 and 5.26, respectively), no one "bottomed out" on any item.
The fact that support scores didn't diverge significantly is good news for both users and vendors, as it indicates a generally high level of satisfaction and underscores the importance of solid support for ongoing operations. For example, Steve Mays, chief technology officer at X2 Technologies Inc., a consulting firm in San Rafael, CA, has three Dell PowerVault 745N systems in his shop and recommends them to his clients because he finds them so easy to implement. One of the reasons he sticks with Dell is its responsiveness to support issues. "We've called Dell and said a drive died and, literally, later on that day a courier showed up with the drive," says Mays.
"The local CEs [customer engineers] and SEs [system engineers] are great," says CGI-AMS' Georgeson about the help he gets for his HDS NAS implementation. But he also acknowledges that Hitachi sometimes seems a little shorthanded when it comes to NAS support. "They need some more people," he says.
20/20 hindsight
At the end of our survey, we asked respondents to tell us if, all things considered, they would purchase the same product again. This question shouldn't be confused with buying intentions because it's possible (and often the case) for users to buy based on the philosophy of sticking with "the devil you know." Rather, this question asks people how they would act if the slate were wiped clean and they knew what they know today.
HDS led all products with 90.5% of its users saying they'd buy another NAS product from the company. This is the highest "buy again" percentage for any product in all of our Quality Awards to date. NetApp wasn't far behind with an 87.8% response for its midrange FAS200product, and an 81.4% for its enterprise FAS900/FAS3000 products.
NAS goes head-to-head
We also examined head-to-head rankings when respondents owned systems from more than one vendor. Here, NetApp midrange products came out the highest, winning 20 of 34 head-to-head contests. EMC's Celerra NS series also did very well in this regard, scoring higher than other vendor's products in 17 out of 29 cases. NetApp's enterprise products ranked higher in 24 out of 47 cases. The biggest surprise was that HDS won only six of its 14 head-to-head matchups.
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ABOUT THE SURVEY: The Diogenes Labs–Storage magazine Quality Award for NAS is the fifth in our series of survey-based service and reliability awards. The Quality Awards are designed to identify and recognize products that have proven their quality and reliability in actual use. The results are derived from a survey of qualified Storage readers that assesses products in five main categories: sales competence, product features, initial quality, product reliability and technical support. Our methodology incorporates statistically valid polling that eliminates market share as a factor. Indeed, our objective is to identify the most reliable products on the market regardless of vendor name, reputation or size. Products were rated on a scale from 1.0 to 8.0, where 8.0 is the most favorable possible score.
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Clearly, head-to-head comparisons didn't track to the finish order of this survey. The reason, we believe, is that the comparisons involve all of the survey's competitors, including those with too few responses to be considered for the award. For example, products from BlueArc Corp. and Isilon Systems Inc. were rated very highly, but because of an insufficient number of responses neither was a finalist. However, statistical relevance isn't important for the head-to-head comparisons because it's a comparison of two systems by a single respondent who uses both products, and therefore doesn't rely on statistical calculations.