Essential Support

Support for Brocade hardware products includes 24/7 access to the Technical Assistance Center (TAC) (available through phone and the Web), online self-service tools, and your choice of the following hardware replacement Service Level Agreements (SLAs):

Support level agreements (SLAS) for hardware devices

 

Technical assistance center (TAC)

MyBrocade: online self-service tools, KB, and case management for hardware devices

Firmware updates and downloads

  • 4-hour Onsite (4OS)    
  • 4-hour Parts (4P)
  • Next Business Day Onsite (NDO)
  • Next Business Day Parts (NDP)
  • Return to Factory (RTF)
  • Remote Support (RMT)
  • 24/7 Access
  • Included
  • Included

Essential Support Level Agreements (SLAs)

4-hour Onsite (4OS)
Provides 4-hour response for onsite parts and labor from the time Brocade has determined a replacement is required and confirmed dispatch with the customer. 4OS is subject to customer providing Brocade with accurate information regarding the description of the repair problem, the part number, the serial number, and the return address. 4OS is offered in most major metropolitan areas worldwide and is available 24/7. 

4-hour Parts (4P)
Provides 4-hour response for parts replacement from the time Brocade has determined a replacement is required and confirmed dispatch with the customer. 4P is subject to customer providing Brocade with accurate information regarding the description of the repair problem, the part number, the serial number, and the return address. Physical installation of the replacement part and defective product return shall be performed by the customer. 4P is offered in most major metropolitan areas worldwide and is available 24/7. 

Next-business-Day Onsite (NDO)
Provides next-business-day response for onsite parts and labor from the time Brocade has determined a replacement is required and confirmed dispatch with the customer. NDO is subject to customer providing Brocade with accurate information regarding the description of the repair problem, the part number, the serial number, and the return address. NDO is available in most major metropolitan areas worldwide and is available on business days 9-5 local time to customer site. 

Next-business-Day Parts (NDP)
Provides next-business-day response for parts replacement from the time Brocade has determined a replacement is required and confirmed dispatch with the customer. NDP is subject to customer providing Brocade with accurate information regarding the description of the repair problem, the part number, the serial number, and the return address. Physical installation of the replacement part and defective product return shall be performed by the customer. NDP is available in most major metropolitan areas worldwide and is available on business days 9-5 local time to customer site. 

Return to Factory (RTF)
Provides a five-business-day reshipment for parts replacement from the time Brocade has physically received the defective material and confirmed dispatch with customer. RTF is available worldwide. Customer is responsible for return shipping costs as well as items lost or damaged in transit. Where applicable, for shipments to locations outside the US, Customer or customer's assigned agent will act as Importer of Record for shipments of repaired/replacement units and will be responsible for payment of any import duties, taxes and fees. RTF excludes replacement for power supplies, fans, removable optics, and LEDs. 

Remote Support (RMT)
Provides 24/7 access to the TAC, firmware updates, and online self-service tools. RMT is available worldwide and 24/7. RMT is only available on selected products. Any required hardware repairs would be performed under warranty or on a time and material basis.
 

Essential support severity levels and technical support response/escalation times

 

Case Severity

Technical engagement time

Communication Frequency

Manamgement Escalation

Severity Critical

Within 1 hour

Updates every 4 hours

8 business hours

Severity High

Within 1 hour

Updates every business day

2 business days

Severity Medium

Within 6 hours

Updates every 3 business days

7 business days

Severity Low

Within 8 hours

Updates every 5 business days

Not applicable

 

* The times listed are targets only and are not a guarantee that Brocade will respond or escalate within the target time.

 

Brocade essential support resources