Brocade thoroughly understands the advanced level of technical support required for maintaining large data center infrastructures. Brocade has the expertise to help ensure maximum availability of mission-critical data center resources -- including Storage Area Network (SAN), Channel Extension, Mainframe, and File Management -- in these complex, multivendor environments. Brocade Direct Support provides a single support contact for products purchased through Brocade, Brocade OEM Partners, or Brocade solution providers, and immediate access to Brocade expertise and resources to accelerate problem resolution, increase uptime, and improve overall efficiency.
Brocade Direct Support provides three levels to scale with growing environments and help ensure maximum data availability:
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, dedicated 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 Onsite Support Engineer to augment staff and provide proactive product support and maintenance. 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.
