Brocade thoroughly understands the advanced level of technical support required for maintaining large networked storage environments. Brocade has the expertise to help ensure maximum availability of mission-critical Storage Area Network (SAN), Channel Extension, and File Area Network (FAN) resources in these complex, multivendor environments. Brocade Direct Support provides a flexible and cost-effective approach to ongoing maintenance for products purchased through Brocade, Brocade OEM Partners, or Brocade solution providers.
Brocade Direct Support provides three plans to scale with growing environments and help ensure maximum data reliability:
Essential Support: Essential Support provides customers with several Service Level Agreement options to maximize support:
- High-Availability Support
- Pair-of-Hands Support
- Standard Support
- Advanced Replacement Support
- Mission-Critical Support for Channel Extension Products
- Software Technical Support (9x5 Access)
- Software Technical Support (24x7 Access)
Premier Support: Premier Support provides a more proactive level of support needed for large storage environments. It includes all the offerings of Essential Support, in addition to management of call activity, account management, and quarterly support reviews.
Premier-Plus Support: Premier-Plus Support includes all the offerings available in Premier Support, with the addition of a Brocade Resident Consultant to provide proactive support and management. These professionals are senior engineers 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.
