BROCADE TECHNICAL SUPPORT REFERENCE CARD
At Brocade, our goal is to be as responsive, flexible, and highly
disciplined as possible because your success is the ultimate measure of
our own success.
IF YOU HAVE PURCHASED BROCADE PRODUCT SUPPORT
FROM A BROCADE OEM/SOLUTION PROVIDER
Please contact your OEM/Solution Provider for all of your product
support needs:
• OEMs/Solution Providers are trained and certified by Brocade to
support Brocade® products.
• Brocade provides backline support for issues that cannot be resolved
by the OEM/Solution Provider.
• Brocade Supplemental Support augments your existing OEM support
contract, providing direct access to Brocade expertise. For more
information, contact Brocade or your OEM.
• For questions regarding service levels and response times, contact
your OEM/Solution Provider.
IF YOU HAVE PURCHASED BROCADE DIRECT SUPPORT
To take full advantage of your Brocade Direct Support Plan, please
register at: www.brocade.com/services-support/support-plans/
activate-your-plan/.
Once registered, you can utilize Brocade Technical Support resources in
a variety of ways.
WHAT YOU CAN EXPECT FROM BROCADE TECHNICAL
SUPPORT
• Live assistance from a Brocade Technical Support Engineer:
– Brocade Technical Support Engineers have 24×7×365 access to
all Brocade technical engineering resources.
– Brocade Technical Support Engineers have access to multiple
Brocade test laboratories that include extensive equipment and
networking environments as well as qualified OEMs and Brocade
Partners to aid in issue replication and troubleshooting.
• 24×7×365 access to Brocade online support tools, with
the ability to:
– Solve known issues using the Brocade knowledge base
– Create, view, and update support cases with the My Cases
online tool
– Assure delivery of the right part, to the right place, at the right time
for defective hardware replacement
– Download software, manuals, and release notes for your
equipment
• Essential Support: Brocade Essential Support provides software and
hardware support to customers with Brocade equipment. Essential
Support includes 24×7 access to the Brocade Technical Assistance
Center (phone, e-mail, and Web), software updates, and online
self-service tools. It also provides the following hardware replacement
Service Level Agreement (SLA) options:
– 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)
– Software Technical Support, 24×7 Access (-SW)
AMER
• Premier Support: Brocade Premier Support includes all the offerings
of Essential Support in addition to a Brocade Support Account
Manager (SAM), Premier account profile, priority access to Brocade
Technical Support expertise, proactive monitoring, quarterly support
reviews, annual network health checks, and optional firmware
upgrade services.
• Premier-Plus Support: Brocade Premier-Plus Support includes all the
offerings available in Brocade Premier Support, with the addition of a
Brocade Onsite Support Engineer (OSE) to provide proactive product
support and management.
*For more information about Brocade Technical Support Plans, visit:
www.brocade.com/services-support/support-plans/index.page.
*For inquiries regarding the renewal or status of your support contract,
contact: maintcontracts@brocade.com.
HOW TO ACCESS SUPPORT FOR BROCADE PRODUCTS
Brocade Technical Assistance Centers are available around the clock
and around the world.
Phone:
• Continental US and Canada toll-free: 1-800-752-8061
• Europe, Middle East, Africa, and Asia Pacific: +800 28 34 27 33*
• For areas unable to access a toll-free number: 1-408-333-6061
• For Severity 1 (S1) or Severity 2 (S2) issues (or if you do not have
Internet access for Severity 3 [S3] and Severity 4 issues [S4]),
submit cases by telephone.
*Toll-free numbers are available in many countries. Visit www.brocade.com/support
for details.
E-mail:
• For technical issues: support@brocade.com.
– The Brocade Technical Assistance Center will open up a case
and give you a case number.
• For more information about Brocade Technical Support Plans:
maintcontracts@brocade.com.
Online Help and Technical Information:
• Visit MyBrocade® at login.brocade.com to see a variety of information
and self-service resources, including My Cases and the Brocade
knowledge base.
Contact the MyBrocade team for general questions regarding
registration, login, and Brocade IDs at:
WebCustomerCare@brocade.com.
• Brocade Technical Assistance Centers:
– US: San Jose, CA; Denver, CO; Minneapolis, MN*
– Europe: London, UK
– Asia: Tokyo, JP; Chennai, IN; Shanghai, CN
Web Customer Care cases are handled from 6:00 a.m. to 7:00 p.m. Central Standard
Time, Monday through Friday.
*
BROCADE TECHNICAL SUPPORT REFERENCE CARD
To help expedite service, please have the following
information available:
• Any problem symptoms
• Product identification: serial number, WWN, or network/system ID
• Details about whether the Brocade product has been installed and is
operating in a production environment
• The types and vendors of hosts/servers, storage, and Host Bus
Adapters (HBAs) as well as the firmware/operating system versions
and driver versions for hosts
• A complete list of hosts and storage types
• The severity of the issue
Severity Definitions:
• Critical (S1): Your environment is down or performance is severely
impacted due to but not limited to data loss or data corruption.
• High (S2): The network is severely impaired or unavailable. You can
still address other related issues, but a valid work-around is not
yet available.
• Medium (S3): A system or product function might have failed, but
workflow is not impacted at the systems level.
• Low (S4): The issue is non-critical and resolution within the next
maintenance cycle or major release is adequate.
Return Materials Authorization:
Requests for Return Materials Authorization (RMA) can be submitted
online at: www.brocade.com/rma.
Be prepared to provide:
• Repair problem/upgrade reason
• Unit serial number and unit part number
• Return address for reshipment
• Customs document requirement
• Commercial invoice content requirement
BROCADE TECHNICAL ASSISTANCE CENTER
ESCALATION PROCEDURES
OEM customers: Contact your OEM/Solution Provider for all escalations.
Brocade Premier Support customers: Contact your Brocade Support
Account Manager (SAM) for all escalations.
Brocade Essential Support customers: Issues should be
escalated when:
• A problem is critical to your business operations, such as
Severity 1/Critical or Severity 2/High.
• You require a higher level of attention from Brocade.
• The problem is not resolved within your required time frame.
Step I: E-mail the Brocade customer support management team:
• Email: supportmgrs@Brocade.com.
• Format the email subject line using the following template.
– [Product] {Case#1234567} [Company Name] Request Summary
• If you do not receive a response within one hour, or if the situation
is critical and requires management attention immediately, proceed
to Step II.
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Step II: Call Brocade Technical Support at: 1-800-752-8061.
• Have the case number available for reference.
• Ask to speak to the Duty Manager. The support engineer will locate
the Duty Manager and connect your call.
By executing this escalation path, you will make contact with support
management personnel who will work with you to resolve the issue.
BROCADE WARRANTY
Brocade Product Warranty:
The Brocade standard limited hardware warranty includes a 30-day
parts turnaround. To receive expedited hardware turnaround times of
less than 30 days, customers are encouraged to purchase a Brocade
Technical Support contract. Brocade warranty terms can be found at:
www.brocade.com/warranty.
Brocade Assurance® Limited Lifetime Warranty:
For the Brocade FastIron® WS Series, Brocade FCX Series, Brocade
FastIron SX Series, and Brocade TurboIron® 24X Switch, Brocade
provides a limited lifetime warranty beginning on the start date and
continuing for as long as the original end user continues to own and
use the Brocade equipment.
Warranty Registration:
Customers who choose to register their products will benefit from
expedited access to Brocade online support tools and RMA requests.
Products can be registered at:
www.brocade.com/forms/jsp/Warranty_Prod_Reg/warranty_reg.jsp
MYBROCADE AND SUPPORT REGISTRATION
Registering on MyBrocade:
Users new to MyBrocade can register by visiting my.brocade.com/
wps/portal/registration using either your:
• Serial number with a Brocade Technical Support contract
• Existing Brocade ID (if applicable)
Users new to My Cases that have a MyBrocade account:
1. Log into MyBrocade (login.brocade.com), visit the home tab.
2. Enter your serial number with a valid Brocade Technical
Support contract.
3. Receive access to My Cases within one business day.
Registering New Equipment:
Online:
1. Log into MyBrocade (login.brocade.com), visit the My Cases tab.
2. Click on “Administration” under My Environment.
3. Add serial numbers by either:
– Typing in one at a time
– Uploading an Excel file with a list of serial numbers
E-mail:
1. E-mail WebCustomerCare@brocade.com with:
– An Excel file containing a list of serial numbers
– An existing Brocade ID
2. Receive an e-mail confirmation within three business days.
*For registration issues, please contact: WebCustomerCare@brocade.com.
© 2013 Brocade Communications Systems, Inc. All Rights Reserved. 08/13 GA-RG-1762-01
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