Supplemental Support

To meet today's requirements for improved service levels and operational efficiency, some organizations might require an enhanced level of product support beyond traditional OEM support models.

Brocade Supplemental Support augments existing support plans for SAN and IP networking products purchased from Brocade OEM Partners and Brocade Solution Providers, providing direct access to Brocade Technical Support expertise and resources on a 24×7 basis to accelerate problem resolution and improve uptime.

With Brocade Supplemental Support, if an issue arises involving a Brocade product, customers will first contact their Brocade Solution Provider according to the existing support contract and obtain a support ticket number. After that, customers can contact Brocade directly for troubleshooting hardware/software issues and providing software fixes.

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

Brocade Supplemental Support provides a flexible, scalable approach to ongoing maintenance by offering three levels of support:

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 augment staff and provide proactive product support and management.

Premier Support: Brocade Premier Support provides a more proactive level of support needed for large networking environments. It includes a Brocade Support Account Manager (SAM), Premier account profile, priority access to Brocade Technical Support expertise, accelerated escalation management, fault management, proactive monitoring, annual Brocade SAN Health and/or Brocade NET Health checks, and optional firmware upgrade services.

Essential Support: Brocade Essential Support provides a secure remote access infrastructure to remotely monitor customer environments and software and hardware troubleshooting support to customers who bought their equipment from a Brocade OEM Partner or Brocade Solution Provider and have a current support contract with them. In addition, Essential Support includes management of call activity and quarterly support reviews.

• Data Sheets

  • Brocade Essential Support Data Sheet (636.5 KB)

  • Brocade Network Monitoring Service (762.2 KB)

  • Brocade Onsite Support Engineer (598.8 KB)

  • Brocade Premier And Premier-Plus Support – Direct Support (668.8 KB)

  • Brocade Supplemental Support Data Sheet (637.8 KB)

  • Brocade Support Account Manager (620.8 KB)

• FAQs

  • Brocade Technical Support FAQs (74.7 KB)

• Miscellaneous

  • Customer Support Reference Card (88.7 KB)

• Support Plans

  • Brocade IPv6 Supportability Statement (34.2 KB)