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Supplemental Support

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

Brocade Supplemental Support enhance 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 there is an issue involving a Brocade product, customers must first contact their OEM or 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.

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

Essential Support: Brocade Supplemental Support provides software and phone support to customers who bought their equipment from a Brocade OEM Partner or Brocade Solution Provider and have a current support contract with them. Supplemental Support Provides:

  1. 24x7 access to the Technical Assistance Center (TAC) (available through phone, e-mail, and the Web)
  2. Software updates, and online self-service tools through the MyBrocade
  3. Patches and ongoing software updates
  4. Management of call activity

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, automated fault management, proactive device monitoring, remote troubleshooting, annual Brocade SAN Health and/or Brocade NET Health checks, and optional firmware upgrade services.

Brocade 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:

  1. Updates on escalated issues
  2. Differences between Brocade and Brocade OEM Partner releases
  3. Software recommendations for upgrades and releases
  4. Technical tips, best practices, white papers, and other sources of applicable information
  5. Quarterly support reviews
  6. Annual Brocade SAN Health and/or Brocade NET Health checks
  7. Firmware upgrades, if purchased
  8. Activity Quality ProcessSM (AQP)

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.

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:

  1. Tuning and optimization of Brocade products
  2. Software and release planning
  3. Change management planning
  4. Assistance with software upgrades
  5. Brocade SAN Health and/or Brocade NET Health data collection