To better cater to all types of customer environments, the Brocade Support portfolio includes an add-on menu of features to supplement base support contracts. Customers with support from Brocade receive the benefits of proactive and preferential support firsthand. The Services Add-On Menu builds on these same principles to provide additional flexibility with a set of features that reduce downtime and augment customer environments. Each Add-On menu item is sold separately in addition to the base support contract.
From interfacing directly with experts at the Brocade Technical Assistance Center (TAC) to Professional Services consultants who test the environment, the Services Add-On Menu includes many enhancements to the support and services that are available from Brocade.
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 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 having to return defective device|
|Onsite Support Engineer (OSE)
||Access to a full-time OSE|
*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 US Federal customers that can only be assisted by Brocade TAC engineers who are U.S. citizens.
Designated Business TAC
Teams in our Technical Assistance Centers that are trained on working with specific business segments. These specialized groups are familiar with customer networks so that they can identify, support, and resolve issues faster.
Professional Services by Day
Professional Services by Day is an allowance of days that gives customers PS days they can utilize for a wide variety of services whenever the time presents itself (restrictions may apply).
Testing as a Service (TaaS)
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 from Brocade will provide customers with confidence 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 on end-to-end SAN and IP network infrastructures. With NMS organizations can reduce downtime significantly, leading to cost savings and increased productivity. Brocade NMS consists of four core components designed to maximize network availability and performance:
Secure Service is an add-on to the existing support contracts that allows customers to receive replacement products without requiring the return of the defective product.
Onsite Support Engineer (OSE)
Brocade OSEs are senior technical professionals who have in-depth expertise and certifications in Brocade hardware and software products. As focused support contacts for all Brocade solutions, Brocade OSEs facilitate communication and provide proactive coordination of problem escalation and change activities, accelerating resolution, and improving 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.
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.
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