Broadcom 5Y Premier Direct Support

Personalized, Preferential, and Proactive Support to Maximize the Value of Customer Networks Brocade, a Broadcom company, understands that every network is unique and requires a different level of technical support to meet the customer’s business requirements. Brocade® Direct Support offers different levels of support to meet each customer’s specific needs. To help customers with large, complex environments maximize the value of their networks, Brocade Premier Support provides personalized, preferential, and proactive support. A Personalized Support Experience Brocade Premier Support is designed to provide a higher level of support for larger, more complex environments. At the same time, these support options help customers realize the full potential of their networks through advanced features, including the following: - Review of scheduled activities - Choice of hardware service-level agreements (SLAs) - Online technical support tools - A Support Account Manager Included in Brocade Premier Support, the Brocade Support Account Manager (SAM) is a storage area network professional who is knowledgeable about the customer’s network topology and serves as a single point of contact for all Brocade Technical Support activities. As a key escalation contact for all Brocade software and hardware issues, Brocade SAMs coordinate activities between the customer and Brocade Technical Support engineers, streamlining communication and accelerating problem resolution.

 

• Escalation and critical situation management: The SAM works as a customer advocate to facilitate timely escalation and resolution. As the communication liaison between the customer and Brocade Technical Support, the SAM tracks, manages, and updates cases as needed, providing updates to both the customer and Brocade Technical Support
• Proactive quarterly support reviews: The SAM communicates the overall support status of Brocade infrastructure and discusses ways to optimize operational efficiency and maximize uptime
• Network health checks: The SAM coordinates health checks, working with Brocade experts to collect and analyze critical operational data (logical and physical topology, device inventory, zoning, bandwidth utilization, and monitoring capabilities)
• Best-practice guidance: The SAM provides recommendations for software and hardware upgrades, best-practice configuration, and deployment information