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

Brocade has been recognized by J.D. Power for providing “An Outstanding Customer Service Experience”

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


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INT'L 1-408-333-4300

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    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.

    Options

    Onsite Parts and Labor

    Parts Replacement

    Return to Factory

    Remote Support

    Software Technical Support

    Telephone Support

    24×7 access

    24×7 access

    24×7 access

    24×7 access

    24×7 access

    Online Support and Trouble Ticketing

    Unlimited

    Unlimited

    Unlimited

    Unlimited

    Unlimited

    Software Releases

    Included

    Included

    Included

    Included

    Included

    Hardware Replacement/Repair

    2-hour1, 4-hour, or next-business-day2 onsite hardware replacement

    2-hour1, 4-hour, or next-business-day2 advanced hardware replacement

    repaired hardware shipped within 5 business days3

    None

    None

    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.