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 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.

To get more information on Brocade Support Plans, contact us

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

Essential Support: Provides 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.

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 dedicated account management, 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 augment staff and provide proactive product support and management.

• Data Sheets

  • Brocade Network Monitoring Service (738 KB)

  • Direct Support (663.7 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)

• Support Plans

  • Brocade IPv6 Supportability Statement (34.2 KB)