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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.

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

Contact Brocade

1-888-BROCADE

INT'L 1-408-333-4300

EMAIL 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
  • Fault management and proactive monitoring
  • 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, a secure remote access infrastructure to conduct troubleshooting and remote diagnostics, and various service levels to fit customer requirements.

Brocade Essential Direct Support Levels4-Hour Onsite4-Hour PartsNext-
Business-
Day Onsite		Next-
Business-
Day Parts		Return to FactoryRemote SupportSoftware Technical Support 24×7
Telephone Support24×7 access24×7 access24×7 access24×7 access24×7 access24×7 access24×7 access
Online Support and Trouble TicketingUnlimitedUnlimitedUnlimitedUnlimitedUnlimitedUnlimitedUnlimited
Secure Remote AccessIncludedIncludedIncludedIncludedIncludedIncludedIncluded
Software ReleasesBug fixes and maintenance updatesBug fixes and maintenance updatesBug fixes and maintenance updatesBug fixes and maintenance updatesBug fixes and maintenance updatesBug fixes and maintenance updatesBug fixes and maintenance updates
Hardware Repair/ Replacement4-hour onsite hardware repair (labor and parts)4-hour advanced replacement partsNext-
business-
day onsite hardware repair (labor and parts)		Next-
business-
day advanced replacement parts		Repaired hardware shipped within 5 business daysNoneNone

Direct Support Resources

Browse a complete listing of all Brocade resources. View All Resources

Abstract:

Community Hospital of Long Beach is saving $1 million annually while enabling flexible, mobile patient care thanks to its upgraded networking infrastructure.