As an AZ3 technician with experience in that direction, when I call them, I do not call the first-level support as it is something I do not need. I call them because I am not able to resolve that mistake or when the behavior of the machine is not normal. If you need an auto support message from the customer machine, you can get them from the first level, but most of the time, they do not know what an auto support message is, and everything stops there. You have a few of them when you call, and when we are replacing something in NetApp E-Series. StorageGRID is different, but with NetApp E-Series, you need to grab information from the node that is actually down; in most cases, the node is not in loader. It is entirely gone. You can try to reseat it, maybe boot it up, but in most cases, when it is down, it stays down. You call support for that, and that is when you lose two or three hours.
