--- title: Brocade Direct Support url: https://www.broadcom.com/support/fibre-channel-networking/direct-support description: Brocade Direct Support --- # Brocade Direct Support ## Broadcom Essential Support Entry-level support that provides hardware replacement, 24x7 access to Brocade TAC Support, Customer Support Portal access and Brocade Support Link, our advanced Service Delivery Platform. Essential Support also includes access to Software Upgrades on the Brocade Fabric Operating System (FOS), SANnav and Brocade Support Link. **Customer Support Portal** All Brocade Direct Support customers have access to Brocade’s Customer Support Portal (CSP) for all their support needs. The CSP is where customers can immediately access: - Online case management - Software downloads including firmware upgrades, bug fixes, and updates - Knowledge Base - Documentation - Brocade Support Link - [Brocade Essential Support - Support Services Brief](https://docs.broadcom.com/docs/GA-DS-1622) ## Premier Support Premier Support is our industry-leading offering and is the highest level of technical engagement we offer our customers. It provides senior technical expertise through a designated Brocade Support Account Manager (SAM) who serves as the focal point for your Brocade SAN environment. Premier Support offers: - All features of Brocade Essential Support - Customer Support Portal access - HW support - Priority TAC access and fast path to engineering Along with proactive support, deliverables from the Support Account Manager include: - Customer support and operational reviews - Proactive change reviews - Brocade Support Link reporting analysis - Full lifecycle engagement from HW implementations to software recommendations for upgrades and releases and migrations to the next HW generation - [Brocade Premier Support - Support Services Brief](https://docs.broadcom.com/docs/GA-DS-1547) ## Service-Level Agreements | SLAs for Hardware Product Replacement and Standalone Software Products† | Technical Assistance Center (TAC) | Firmware Updates and Software Downloads | Customer Support Portal: Online Self-Service Tools, KB, Case Management, etc. | |--------------------------------------------------------------------------|-----------------------------------|----------------------------------------------|-----------------------------------------------------------------------------| | - 4-Hour Onsite (4OS)* | 24/7 access via phone and Web | Included | Included | | - 4-Hour Parts (4P)* | | | | | - Next-Business-Day Onsite (NDO)* | | | | | - Next-Business-Day Parts (NDP)* | | | | | - Standalone Software Support (SW)* | | | | *SLA descriptions at the bottom of this page † Subject to the customer providing Broadcom with a description of the repair problem, part number, serial number, and return address. Additional limitations and/or restrictions may apply. Hardware delivery times are based on a single-point-of-failure incident. Delivery times for failures, including but not limited to nonstandard/variable configuration unit replacements, oversized/heavyweight items, or non-single points of failure, may fall outside the posted SLA. Non-mechanical supplies and accessories (sheet metal, rack mounts, hinges, and so on) are excluded from the delivery SLA. Software version levels on replacement hardware may require upgrade/downgrade based on your current operating environment. Next-business-day delivery is available when Broadcom determines that a replacement is required by 2:00 p.m. local time and that the customer distance from the nearest parts distribution center is within the commercial carrier’s standard next-business-day delivery area (some restrictions may apply). If the customer location is outside the commercial carrier’s next-business-day delivery area, parts will ship the same or next day (2:00 p.m. local time cutoff for same day shipping; some restrictions may apply). Delivery times may vary due to customs and local regulations, which are outside of Broadcom’s control. Customers may be responsible for importation costs, brokerage fees, import duties, and taxes. Next-business-day is not available on selected holidays. ## TAC Response Times | **Case Severity** | **Technical Engagement Time** | **Communication Frequency** | |-------------------|-------------------------------|-----------------------------| | | **Essential** | **Premier** | | **Critical** | **Sev-1** | Within 1 hour | | | Immediate access (phone) | Updates every 4 hours | | **High** | **Sev-2** | Within 1 hour | | | Immediate access (phone) | Updates every business day | | **Med** | **Sev-3** | Within 6 hours | | | Within 4 hours | Updates every 3 business days| | **Low** | **Sev-4** | Within 8 hour | | | Within 6 hour | Updates every 5 business days| * 4-Hour Onsite (4OS) Provides 4-hour response for onsite parts and labor from the time Broadcom has determined a replacement is required and confirmed dispatch with the customer. * 4-Hour Parts (4P) Provides 4-hour response for parts replacement from the time Broadcom has determined a replacement is required and confirmed dispatch with the customer. The customer shall perform physical installation of the replacement part and defective product return. * Next-Business-Day Onsite (NDO) Provides next-business-day response for onsite parts and labor from the time Broadcom has determined a replacement is required and confirmed dispatch with the customer. * Next-Business-Day Parts (NDP) Provides next-business-day response for parts replacement from the time Broadcom has determined a replacement is required and confirmed dispatch with the customer. The customer shall perform physical installation of the replacement part and defective product return. * Standalone Software Support (SW) Provides 24/7 access to the TAC, firmware updates, and online self-service tools for standalone software products. SW is available worldwide. Some subscription-based software products come with 24/7 access to the TAC and online self-service tools included in the price of the product. Premier support included with subscription software only includes a Support Account Manager (SAM) and the features provided by a SAM if the customer's hardware environment qualifies them for Premier Support as determined by Brocade. - [Brocade Technical Assistance Center Frequently Asked Questions](https://docs.broadcom.com/docs/GA-FAQ-1898) - [Brocade Storage Networking Technical Support Reference Card](https://docs.broadcom.com/docs/BC-0523EN)