BROCADE
 
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Brocade
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SVL-RMT
24x7 TAC Only Support Contract

Phone Support:

Phone support provided twenty-four (24) hours per, seven (7) days per week (M-Su) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Facilitation with the OEM for Brocade® OS updates within the existing customer feature set for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

SVL-SW

24x7 TAC Only Support Contract

Phone Support:

Phone support provided twenty-four (24) hours per, seven (7) days per week (M-Su) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Facilitation with the OEM for Brocade® OS updates within the existing customer feature set for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

SVL-RTF

24x7 Return to Depot Maintenance Support Contract

Phone Support:

Phone support provided twenty-four (24) hours per, seven (7) days per week (M-Su) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Facilitation with the OEM for Brocade® OS updates within the existing customer feature set for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

Return to Depot Hardware Support:

Return to Depot Hardware available fifty-two (52) weeks a year for five (5) day hardware repair excluding transit time.

SVL-NDPD

8x5xNBD Maintenance Support Contract **No Brocade® Equivalent SLA, NorthSmartIT Custom**

Phone Support:

Phone support provided eight (8) hours per, five (5) days per week (M-F) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Facilitation with the OEM for Brocade® OS updates within the existing customer feature set for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

Advance Replacement Hardware:

Replacement hardware is delivered on a Next Business Day (NBD) basis once deemed failed, as long as the replacement is deemed necessary by 3:30PM depot time.

SVL-NDP

24x7xNBD Maintenance Support Contract

Phone Support:

Phone support provided twenty-four (24) hours per, seven (7) days per week (M-Su) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Facilitation with the OEM for Brocade® OS updates within the existing customer feature set for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

Advance Replacement Hardware:

Replacement hardware is delivered on a Next Business Day (NBD) basis once deemed failed, as long as the Replacement is deemed necessary by 3:30PM depot time.

SVL-NDO

24x7xNBD Onsite Maintenance Support Contract

Phone Support:

Phone support provided twenty-four (24) hours per, seven (7) days per week (M-Su) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Facilitation with the OEM for Brocade® OS updates within the existing customer feature set for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

Advance Replacement Hardware:

Replacement hardware is delivered on a Next Business Day (NBD) basis once deemed failed, as long as the replacement is deemed necessary by 3:30PM depot time.

Onsite Engineer:

An installation engineer will arrive at the site on a next business day basis once hardware deemed failed. To occur during the maintenance contract customer support hours.

SVL-4P

24x7x4 Maintenance Support Contract

Phone Support:

Phone support provided twenty-four (24) hours per, seven (7) days per week (M-Su) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Facilitation with the OEM for Brocade® OS updates within the existing customer feature set for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

Advance Replacement Hardware:

Replacement hardware is delivered on a four-hour (4) basis once deemed failed. To occur during the maintenance contract customer support hours.

SVL-4OS

24x7x4 Onsite Maintenance Support Contract

Phone Support:

Phone support provided twenty-four (24) hours per, seven (7) days per week (M-Su) with the purpose of providing technical support for faulty equipment under a maintenance support contract with NorthSmartIT. Phone support includes Tier 1 (basic) through Tier 3 (advanced) Technical Support with the option to escalate to the OEM where available. Equipment is identified by serial numbers and the customer is identified by contract ID.

Brocade® OS Software Support*:

Brocade® Support Offering Breakdowns - Document Confidential - For NorthSmartIT Solutions Partners ONLY Facilitation with the OEM for Brocade® OS updates within the existing customer featureset for the purpose of problem resolution on a device with a valid Brocade® license and in compliance with the Brocade® Software License Agreement.

Resources:

Brocade.com Brocade/Foundry KB access and assistance is provided under this support at the “Registered Level”. Additional access to the “Contract Level” for qualifying contracts.

Advance Replacement Hardware:

Replacement hardware is delivered on a four-hour (4) basis once deemed failed. To occur during the maintenance contract customer support hours.

Onsite Engineer:

An installation engineer will arrive at the site on a same business day basis once hardware deemed failed. To occur during the maintenance contract customer support hours.

Software Disclaimer:

Any software (ex. IOS, JunOS, Fabric OS, etc.), updates, or written program code are intellectual property of their owners, the Original Equipment Manufacturer (OEM), and at their sole discretion to release and distribute. Facilitation to obtain updates are on a best effort basis as long as NorthSmartIT Solutions is able. Failure to obtain updates are not a breach in contract. To ensure updates Customer must have a valid software license, if Customer does not have a valid software License it is at the sole discretion of the OEM to release these updates directly to the customer. NorthSmartIT Solutions reserves the right to attempt to purchase IOS from the OEM on behalf of the Customer as long as NorthSmartIT Solutions is able.

 
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