New Brocade’s Portfolio of Technical Support Services

Brocade Communications Systems, Inc. has combined two technical support portfolios and created a new offering that gives all Brocade customers, whether they operate SAN or IP networks, more value, flexibility and choice. In addition to providing a variety of hardware and software service level agreement (SLA) options, the integrated technical support portfolio offers valuable residency support services for mission-critical networking environments. It also enables greater consistency across the entire networking infrastructure, helping customers streamline their support operations and escalation activities, as well as simplify their contract management processes.

“Technical support is a ubiquitous and necessary component in the high-tech world where ‘down-time’ is a dirty word, yet many vendors continue to operate parallel support services – especially following a merger or acquisition – which can result in confusion and frustration for customers,” said Matt Healey, research manager for Software and Hardware Support Services at IDC. “Intelligently unifying support offerings under one umbrella, by identifying and leveraging the best practices of each organization in as timely and straightforward a manner, is critical to meeting customer requirements and enables customers to more effectively apply the right support solution to each business process, helping them to achieve rising service levels and reduce costs.”

“Because Brocade is a leading end-to-end networking company, it made perfect sense to consolidate our technical support services under one common platform to simplify the ordering, delivery and management process for customers and partners,” said Dan Fairfax, vice president of Global Services at Brocade. “With the rising number of critical applications that are dependent upon the network, Brocade customers are increasingly looking for advanced services to help them proactively manage their networking infrastructures. Brocade is pleased to be able to offer our customers comprehensive technical support offerings that meet their growing requirements and are simple and easy to understand.”

Technical support services are available for all Brocade SAN and IP/Ethernet networking products. Options range from remote support services or return-to-factory repair to onsite parts and labor with a 4-hour response window. For mission-critical networking environments, customers can select Brocade Premier Support, which includes a Brocade Support Account Manager, quarterly support reviews, annual infrastructure health checks and more. Brocade also offers onsite residency services for customers who need assistance with day-to-day maintenance activities such as fine-tuning of equipment, assisting with software upgrades and coordination of change activities.

Brocade Global Services helps customers deploy comprehensive networking solutions while maintaining a strong focus on their core business objectives. With professional services, customer support, onsite residency and remote monitoring services, Brocade helps customers maximize the availability and efficiency of their technology investments.