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Get your choice of hardware and software SLA’s plus 24×7 access to Brocade's Technical Assistance Center (TAC) via phone, e-mail, and the MyBrocade self-service portal.
Brocade's high touch support offering adds enhanced response times and a Support Account Manager (SAM) to Essential Support plus many other proactive, preferential, and personal features.
The Services Add-On Menu provides additional flexibility to support contracts by offering a wide variety of features that reduce downtime and augment customer environments.
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To better address all customer support needs, the Brocade Support portfolio includes an add-on menu of features that supplement base support contracts. The Services Add-On Menu builds on the same principles of proactive and preferential assistance that characterize our base offerings. Each Add-On menu item is sold separately.
Add-On Menu Items
|Fast Pass to Expertise*
||Accelerated access to expert Brocade engineers|
|U.S. Citizen TAC*
||Access to U.S. citizen-only TAC engineers|
|Designated Business TAC*
||Access to TAC engineers specializing in a particular business segment|
|Professional Services by Day
||Professional Services in daily increments|
|Testing as a Service (TaaS)
||Network Augmentation POC|
|Network Monitoring Service (NMS)||Remote Troubleshooting, Fault Management, Proactive Monitoring, and Advanced Analytics|
|Secure Service||Receive replacement products without returning the defective device|
|Onsite Support Engineer (OSE)
||Access to a full-time OSE|
|Training Units (TU)
||A convenient method of payment for Brocade Education courses|
*Add-On subject to availability
Fast Pass to Expertise
Fast Pass to Expertise provides customers with Severity Level 1 and Severity Level 2 cases faster access to the most experienced engineers at Brocade.
U.S. Citizen TAC
The U.S. Citizen TAC offering is available to U.S. Federal customers that require Brocade TAC engineers to be U.S. citizens.
Designated Business TAC
Designated Business TAC offers support teams that are trained to work with specific business segments. These specialized groups are familiar with customer networks, which allows them to identify, support, and resolve issues faster.
Professional Services by Day
Professional Services by Day gives customers an allowance of Professional Services days that they can use for a wide variety of services as needed (restrictions may apply).
Testing as a Service
Testing as a Service (TaaS) provides proactive services from Brocade to help customers augment and enhance their environments. Similar to a Proof of Concept (POC), this service ensures that customer-defined configurations and deployments have been thoroughly tested prior to implementation.
Network Monitoring Service (NMS)
Brocade Network Monitoring Service (NMS) utilizes a secure network architecture for proactive, around-the-clock remote monitoring of end-to-end SAN and IP network infrastructures. NMS helps organizations significantly reduce downtime, leading to cost savings and increased productivity. Brocade NMS includes four core components that are designed to maximize network availability and performance:
Secure Service is an add-on to existing support contracts that allows customers to receive replacement products without returning defective products.
Onsite Support Engineer
Brocade Onside Support Engineers (OSEs) are senior technical professionals with in-depth expertise and certifications in Brocade hardware and software products. As focused support contacts for all Brocade solutions, Brocade OSEs facilitate communication, proactively coordinate problem escalation and change activities, accelerate resolution, and improve operational efficiency. These engineers have access to vast Brocade resources and can leverage strategic Brocade partnerships to quickly troubleshoot and resolve issues in complex environments.
Brocade University uses Training Units (TU) as a convenient method of payment for public and private Instructor-led Training (ILT) courses, conducted in a classroom or virtually. The actual amount paid for TUs depends on the route to market and applicable discounts. Each TU can be redeemed with Brocade Authorized Training Partners (ATPs). For additional information on how many TUs you will need, visit the Brocade University page.
For additional details on each of the Services Add-On Menu items please refer to the Services Add-On Menu Data Sheet.
For additional support information including terms and conditions please click here.