www.brocade.com
DATA SHEET
BROCADE
vROUTER
TECHNICAL
SUPPORT
DIRECT SUPPORT
HIGHLIGHTS
•Provides 24×7 access to Brocade
Technical Support expertise, reducing
time to resolution
•Simplifies network management through
online technical support tools
•Provides unmatched expertise in
data center networking to optimize
network performance
•Includes access to training courses
and certifications
Enabling Non-Stop Networking
with Brocade Technical Support
Effective October 28, 2013, Vyatta software
customers with active Gold and Silver levels
of support agreements for vRouter software
will be moved to a support level called
Essential Software Support at no
additional cost for the term of their
support agreement. Essential Software
Support provides similar features included
in Vyatta Gold support with a few additional
benefits. Essential Software Support is
available on all active Brocade® Vyatta
vRouter subscriptions1 and provides
customers with around-the-clock access
to Brocade Technical Support resources
to help increase uptime and improve
overall efficiency.
ESSENTIAL SOFTWARE SUPPORT
FEATURES
Essential Software Support (SW) provides
worldwide 24×7 access (including holidays)
to the Technical Assistance Center (TAC),
which is available through phone, e-mail,
and the Web; as well as software updates,
technical documentation, online training
and certification, and unlimited access
to MyBrocade (the Brocade online
self-service portal). To learn more
about Essential Software support,
visit www.brocade.com/directsupport.
www.brocade.com
DATA SHEET
MAXIMIZING INVESTMENTS
To help optimize technology investments,
Brocade and its partners offer complete
solutions that include professional services,
technical support, and education. For
more information, contact a Brocade sales
partner or visit www.brocade.com.
Support Features
Essential Software Support
Product Documentation
Included
Online Training
Included2
Certification
Included2
Technical Knowledge Base
Included
Sev 1 and 2: < 60 minutes
Initial Response SLA
Sev 3 and 4: < 8 hours
Phone Access to Engineer
Yes
Bug fixes
Yes
Patches
Yes
Enhancements
Yes
Security Alerts
Yes
Upgrade & Patch Releases
All
Phone Hours
7×24 with live engineer support
Authorized Callers
Unlimited
Online Case Management
Available through MyBrocade
Figure 1.
Essential Software Support Features.
Footnotes
Support is subject to the terms, conditions
and policies located at www.brocade.com.
Limitations and other requirements
apply. Customers must register on
MyBrocade.com to receive support.
Customers are responsible for use and
security of the serial number(s) and other
information issued to receive support. If you
believe the information has be lost, stolen
or misused, contact Brocade immediately.
1
Corporate Headquarters
San Jose, CA USA
T: +1-408-333-8000
info@brocade.com
Support purchased through a third party
(including, but not limited to Amazon), will
be subject to the customer’s agreement
with such third party. Brocade is not
responsible for typographical or
other errors.
Customers with existing Vyatta training
can e-mail vtraining@brocade.com for
continued access to courseware.
2
European Headquarters
Geneva, Switzerland
T: +41-22-799-56-40
emea-info@brocade.com
Asia Pacific Headquarters
Singapore
T: +65-6538-4700
apac-info@brocade.com
© 2013 Brocade Communications Systems, Inc. All Rights Reserved. 11/13 GA-DS-1815-00
ADX, AnyIO, Brocade, Brocade Assurance, the B-wing symbol, DCX, Fabric OS, ICX, MLX, MyBrocade, OpenScript, VCS,
VDX, and Vyatta are registered trademarks, and HyperEdge, The Effortless Network, and The On-Demand Data Center
are trademarks of Brocade Communications Systems, Inc., in the United States and/or in other countries. Other brands,
products, or service names mentioned may be trademarks of their respective owners.
Notice: This document is for informational purposes only and does not set forth any warranty, expressed or implied,
concerning any equipment, equipment feature, or service offered or to be offered by Brocade. Brocade reserves the
right to make changes to this document at any time, without notice, and assumes no responsibility for its use. This
informational document describes features that may not be currently available. Contact a Brocade sales office for
information on feature and product availability. Export of technical data contained in this document may require an
export license from the United States government.