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Brocade Support Integration End User FAQ

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TitleBrocade Support Integration End User FAQ
Objective
Brocade End User
Extreme Networks Support Integration
Quick Reference

Here is a summary of the most frequently asked questions for getting support on Brocade Switching, Routing, and Analytics (SRA) products.
NOTE: This is a living document, so please be sure to check back here for updates.

Environment
  • Brocade Switching, Routing, and Analytics (SRA) Products
  • Extreme Networks Support
Procedure
 
January 13, 2018 going forward
Which Brocade Products are included in the transition?
The SRA product line includes the MLX, VDX, SLX, BFO, BNA, BWC, and automation/analytics products.

How does Extreme Networks identify and entitle Brocade SRA products?  
Extreme uses hardware serial numbers to identify and entitle products, so please have your product's serial number available before contacting support.

Will my existing contact information be migrated into Extreme's support systems?
Yes. All end customer contact information will be integrated into Extreme's support systems. Please be ready to provide your hardware serial number if you need support.

How do we access the Extreme Support Portal? Will my contact information, support cases and contract details be available through the Extreme Support Portal?
You will need to register a new support portal account. Please follow this link to begin registration: https://extremeportal.force.com/ExtrAccountRegistration. Your support cases and contact details will be transferred over to your new account.

If I currently have a case open with Brocade SRA products, will my case be transferred?
Yes. All open cases will be transferred and assigned new Extreme case numbers as of January 13, 2018.  Please provide the new Extreme case number. Your "old" Brocade SRA product case number will be added to the case description, which can be seen on the portal. The case owner will remain the same.
 
If I call Brocade for Support on my SRA product after January 13th, will my call be routed to Extreme Networks?
Yes, if you call Brocade Support after January 13th, for a limited time, all callers selecting products on the call routing system will automatically be redirected to Extreme Networks.
 
Who will provide 4-hour on-site support?
Beginning January 1st, customers who have purchased a 4-hour onsite support contact will be serviced by Extreme Networks.


Getting Support for Brocade SRA Products with Extreme

How can I open up a case through the Extreme Support Portal?
The recommended way to contact the Global Technical Assistance Center (GTAC) is to go to the Extreme Support Portal located at https://extremeportal.force.com.
Please have your hardware or software Serial Number or your customer service contract Agreement Number ready for Web Support interactions. You can find the hardware serial number on the original box, on the device itself or through the CLI/GUI (command line interface or graphical user interface).

What can I do in the Extreme Support Portal?
We've put together a video describing usage of the portal and to demo its capabilities. You can find it here.

Is there a different phone number to call for Brocade SRA Products?
Yes. Please contact Extreme Networks for your Support needs. See the next question for additional information.

What number will I dial in order to obtain phone support from Extreme?
Please use this link to find the number that applies to your region: http://www.extremenetworks.com/support/contact/

What information will I need to provide when opening a support case via phone?
Call GTAC and identify yourself. Please have the serial number of your product available. You will immediately be connected to a TSE who will open a case and provide you with a case number.
  1. To find the correct number to contact based on your location, please go to http://www.extremenetworks.com/support/contact
  2. Once connected to a support engineer, explain the technical details of the issue.
To help expedite the problem resolution process, have a description of the issue or symptom, including:
a) First occurrence?
b) Frequency?
c) Severity / Business Impact?
d) Current recovery method or workaround?
The Topology as it pertains the deployment
3. The output from the ShowTech or SupportSave

What is the response time for legacy Brocade SRA products support contract cases?
Case PriorityResponse TimeRestore Time (SW fix or workaround)Update Frequency
C1: Customer’s network segment or management application is down or experiencing a consistent, measurable performance impact with no immediate resolution available1 hour4 hoursUp to 4 hours
C2: Customer’s network is experiencing intermittent failure or degradation of network or management application.1 hour1 dayDaily
C3: Customer has issues that do not affect normal network or management application operation and/or questions concerning product function or use.8 hours10 days5 days
C4: General questionsWithin 24 hoursBest EffortBest Effort

How do I request an RMA for a Brocade SRA Product?
All product returns to Extreme Networks must comply with the procedures located in the Service Description Documents at: http://www.extremenetworks.com/support/maintenance-services/
You can request an RMA using the following methods:
  • On the web using Extreme Networks password-protected Support Portal
  • By contacting your local Technical Assistance Center by phone
Note: You must create a Case before you can submit an RMA request. You must have the product serial number as this is what is used to confirm entitlement.

How do I determine if I am entitled to receive technical support?
Customers who have a product covered under product warranty or have purchased a Support Contract are entitled to use GTAC. You can check the status of your support contracts on the Support Portal.

What if my product is not under warranty or a support contract? Can I still get support?
If you do not have a current warranty and/or contract and need a replacement part, we offer a few different options to purchase “Per-Incident” support. Speak with the GTAC representative about this.
 
What is the RMA process for returning a failed product?
You must open a case at https://extremeportal.force.com/ExtrSupportHome and submit an RMA per the instructions above.

Where do I ship an RMA product?
The RMA waybill at the of the RMA submittal process will automatically populate the Repair Depot shipment location. However, Extreme Networks’ Regional Super Depots are in the locations below. See the Return Material Authorization RMA Process and FAQ for more detailed information on RMAs.
  • Louisville,KY(US)
  • Venlo,NL(NL)
  • Philippines (PH)
  • UPS SCS Tokyo Distribution Center (Tokyo)
NOTE: Be sure to write the RMA number on all packages or your defective product may be returned to you or you may experience delays in processing of your return.

How do I download software?
Once you have an account on the Support Portal at https://extremeportal.force.com/ExtrSupportHome you can download software directly from the Support Portal under the Downloads tab.
Customers with Support Contracts have access to updates and upgrades that are available during the period of their service contract
Warranty customers should verify their warranty details by reading the information at this link: http://www.extremenetworks.com/support/policies/
Once a Support contract has expired, customer Support Portal access will change from Contracted Access to Warranty Access.
Additional notes

Please reference the GTAC User Guide for more details

PARTNERS - if you are looking for more information? Check the Brocade Partner Page and in the FAQ document.

 

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