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Support / Essential Support

Software Support

Software Technical Support (SW)

Support for standalone software includes 24 x 7 access to the Technical Assistance Center (TAC)—available via phone, e-mail, and the Web —online self-service tools, and software updates. 

Software Technical Support (SW) is available worldwide, including holidays, and is only available for software products.

For information about Essential Support for hardware products, click here.

Premier Support is also available for some software products. For information about Premier Support, click here

 

Essential support severity levels and technical support response/escalation times

Case Severity

Technical Engagement Time

Communication Frequency

Management Escalation

Severity Critical

Within 1 hour

Updates every 4 hours

8 business hours

Severity High

Within 1 hour

Updates every business day

2 business days

Severity Medium

Within 6 hours

Updates every 3 business days

7 business days

Severity Low

Within 8 hours

Updates every 5 business days

Not applicable

Software Technical Support (SW) does not extend to issues arising from third party software or hardware. The below table provides details regarding the scope of issues that will be supported. Please note that the following table only includes those products that have unique scope requirements. Not all software products are included in this list.

Product Name

Scope of Support Provided

Brocade SDN Controller 1

  • Brocade products – Fully supported
  • Third Party, non-Brocade products – Supported until issue is determined to be caused by something other than the Brocade SDN Controller

Brocade SDN Applications

  • Brocade Applications – Fully supported
  • Third Party Applications – Not supported

Brocade Flow Manager

  • Brocade SDN Controller – Fully Support
  • ODL Controller (compliant) – Supported until issue is determined to be the controller

Brocade Flow Optimizer

  • Brocade SDN Controller – Fully Supported
  • ODL Controller – Supported until issue is determined to be the controller
  • Third Party Controller and Third Party Applications – Not Supported

Brocade Visibility Manager 2

  • Brocade Visibility Manager including Third Party Software components resold by Brocade – Fully supported
  • Other Third Party products– Not supported

Brocade Workflow Composer

  • Brocade Workflow Composer platform, services, and included workflows – Fully supported
  • Issues determined to be caused by customization and/or third party integration – Not supported

1 You may not use Brocade SDN Controller Support for any Release of the OpenDaylight controller other than the Release provided by Brocade and distributed or licensed to you directly from Brocade, an authorized Brocade OEM, or an authorized Brocade Solutions Provider.

2 Brocade Visibility Manager is only sold with StableNet®, an Infosim product. Customers should still contact Brocade for technical support. Brocade will troubleshoot the product until an issue is determined to be caused by the StableNet® component of the software, at which point Brocade will transfer the support case to Infosim Support. If a case is transferred to Infosim Support, Brocade Support is no longer responsible for the issue and disclaims any and all responsibility for support provided by Infosim. Customer is subject to InfoSim’s support terms. StableNet® is a trademark of Infosim® GmbH & Co. KG.

Software Evaluation Support
Support may be available for some Software offers provided by Brocade under an evaluation license.  Brocade may provide limited Support for certain pre-release software or software licensed on an evaluation basis as described in Evaluation, Early Access, Beta Terms Pre-Release and Evaluation Support.

Software Technical Support (EVAL): Provides customers with limited worldwide software support, 24×7 (including holidays) access to the Technical Assistance Center (TAC) available through phone and email only. Software Evaluation Support is only available for the following products:

Product Name

Duration of Support

Environments Supported

Scope of Support Provided

Brocade vRouter
(EVAL)

60 days from day of download

Non-Production Only

 

Brocade SDN Controller (EVAL)

60 days from day of download for up to 5 nodes

Production and Non-Production

  • Brocade products – Fully supported
  • Third Party, non-Brocade products – Supported until issue is determined to be caused by something other than the Brocade SDN Controller

Flow Optimizer (-EVAL)

60 days from day of download

Non-Production

  • Brocade SDN Controller – Fully supported
  • ODL Controller – Supported until i
  • ssue is determined to be the controller
  • Third Party Controller and Third Party Appllications – Not supported

Brocade Workflow Composer (EVAL)

90 days from receipt of activation key

Non-Production Only

  • Support limited to platform, services and included workflows
  • Issues determined to be caused by third party integration and/or customizations – Not supported Developer support can be purchased by contacting Brocade
  • Community support may be available via Workflow Composer / StackStorm Community

  • To fill out the Evaluation Registration form, click here

For more information on Brocade Software Evaluations, click here.

Brocade may discontinue or modify Software Support terms at any time, in its sole discretion, without notice.

Brocade may provide TAC or other support for evaluation versions of its software but may discontinue or modify support for evaluation software at any time in its sole discretion, without notice.

Essential Support - Software Resources

For additional support information including terms and conditions please click here.