Summary
Provide a brocade support account manager (sam). Provide 24x7 hardware support, including holidays and weekends, and 4-hour response time for onsite parts and labor. Hardware replacement and installation will be performed by field engineers. Field engineers will be responsible for bringing the part(s) to the site, packaging and shipping the defective part(s) for return. This includes 24*7 x 365 access to the brocade technical assistance center (tac) (available through phone, e-mail, and the web), software updates, and online self-service tools. Provide 24x7 support, including holidays and weekends, and 4-hour response time for parts replacement