Direct Support

Brocade Direct Support provides a single support contact for SAN and IP networking products purchased through Brocade, Brocade OEM Partners, or Brocade solution providers. Organizations facing the challenges of maintaining large or complex networking environments gain immediate access to Brocade expertise and resources to accelerate problem resolution, increase uptime, and improve overall efficiency.

To get more information on Brocade Support Plans, contact us

Brocade Direct Support provides three levels to scale with growing environments and help ensure maximum data reliability:

Essential Support: Provides several SLA options to maximize support:

• 4-Hour Onsite
• 4-Hour Parts
• Next-Business-Day (NBD) Onsite
• Next-Business-Day (NBD) Parts
• Return to Factory
• Remote Support
• Software Technical Support (24x7 Access)

Premier Support: Provides a more proactive level of support needed for large networking environments. It includes all the offerings of Essential Support in addition to management of call activity, account management, quarterly support reviews, annual Brocade SAN Health and/or Brocade NET Health checks, and optional firmware upgrade services.

Premier-Plus Support: Includes all the offerings available in Premier Support, with the addition of a Brocade Onsite Support Engineer to provide proactive product support and management. These professionals are senior engineers who have access to a vast Brocade knowledge base and the ability to leverage many strategic Brocade partnerships to help resolve issues in heterogeneous IT environments.

• Data Sheets

  • Brocade Network Monitoring Service (738 KB)

  • Direct Support (663.7 KB)

  • Maximizing the Availability of Networking Infrastructures for Higher Education (633.4 KB)

  • Premier-Plus Onsite Support Engineer (612.6 KB)

  • Premier Support Account Manager (626 KB)

  • Supplemental Support (652.8 KB)

• FAQs

  • Brocade Support Plans and Coverage FAQ (101.9 KB)

• Miscellaneous

  • Customer Support Reference Card (95 KB)

• Support Plans

  • Brocade IPv6 Supportability Statement (34.2 KB)