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.

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/or Brocade NET Health data collection

Premier Support
Brocade Premier Support provides a more proactive level of support needed for large or complex networking environments. These contracts for Brocade hardware and software include all the offerings of Brocade Essential Support, in addition to a Brocade Support Account Manager (SAM), Premier account profile, priority access to Brocade Technical Support expertise, fault management, proactive monitoring, 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:

• Updates on escalated issues
• Differences between Brocade and Brocade OEM Partner releases
• 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 a secure remote access infrastructure to remotely monitor customers' 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. It provides:

• Direct call access to Brocade (24×7)
• Online support via the Brocade Extranet
• Patches and ongoing software updates
• Management of call activity

• 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)