Brocade Supplemental Support is designed to augment existing support plans from Brocade OEM Partners and Brocade solution providers by providing direct access to Brocade Support resources on a 24×7 basis. Brocade Supplemental Support customers should have an existing support plan with a Brocade OEM Partner or Brocade solution provider that covers their hardware at a minimum. If an issue arises involving a Brocade product, a customer first contacts the appropriate Brocade solution provider, according to the existing support contract, and obtains a support ticket number. After that, the customer can then have direct access to Brocade for troubleshooting hardware/software issues and providing software fixes. Hardware repair and replacement will be performed by the Brocade OEM Partner or Brocade solution provider.

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

Essential 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.

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.