Dao
No longer a newbie, moving up!
With the service contract we had on our Dell servers and EMC arrays, they would send techs out to provide support since the devices were on a network that didn't have internet access. Did Apple ever provide support like that for their servers?
We use Netapp here but did talk to the EMC folks and they said they monitor the units themselves and will send tech to replace a shelf if they noticed a problem before the end user even know about it.