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 can gain immediate access to Brocade expertise and resources to accelerate problem resolution, increase uptime, and improve overall efficiency.

For more information on Brocade Technical Support Plans, contact us.

Premier-Plus Support
Brocade Premier-Plus Support includes all the offerings available in Brocade Premier Support, with the addition of a Brocade Onsite Support Engineer (OSE) to provide proactive support and management.

Brocade OSEs are senior technical professionals 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. They are also available to augment customer IT staff, performing activities such as:

• Tuning and optimization of Brocade products
• Software and release planning
• Change management planning
• Assistance with software upgrades
• Brocade SAN Health and Brocade NET Health data collection

Premier Support
Brocade Premier Support provides the personalized, preferential, and proactive support needed for large networking environments. These contracts for Brocade hardware and software support include all the offerings of Essential Support, in addition to:

• Management of call activity
• Brocade Support Account Manager (SAM)
• Premier account profile
• Priority access to Brocade Technical Support expertise
• Automated Fault Management
• Proactive Device Monitoring
• Remote Troubleshooting
• Quarterly support reviews
• Annual Brocade SAN Health and/or Brocade NET Health checks
• Optional firmware upgrade services

Brocade Support Account Managers (SAMs) are knowledgeable about customers' specific implementations and act as a single point of contact for all Brocade software and hardware issues. They also keep customers informed about key support matters by proactively communicating and coordinating:

• Updates on escalated issues
• Software recommendations for upgrades and releases
• Technical tips, best practices, white papers, and other sources of applicable information
• Quarterly support reviews
• Annual Brocade SAN Health and/or Brocade NET Health checks
• Firmware upgrades, if purchased

Essential Support
Brocade Essential Support provides support for Brocade hardware and software products, and various service levels to fit customer requirements.

¹ 2-hour SLA is available only in the United States.

² In locations where next-business-day delivery is not available, replacement parts will ship the same day if ordered before 2 p.m. local time. Actual delivery time varies. Customers might be responsible for importation costs, including any brokerage fees, import duties, and taxes, as applicable.

³ Customer is responsible for return shipping costs, as well as items lost or damaged in transit.

• Data Sheets

  • Brocade Essential Support Data Sheet (578.8 KB)

  • Brocade Premier And Premier-Plus Support – Direct Support (594.8 KB)

  • Brocade Premier Monitoring Data Sheet (671.4 KB)

  • Brocade Support Account Manager (620.8 KB)

• FAQs

  • Brocade Technical Support FAQs (74.7 KB)

• Success Stories

  • Community Hospital Long Beach (CHLB): Southern California Hospital Delivers High-Touch, High-Tech Patient Care (1.1 MB)