[f-nsp] Experiences with Brocade TAC -> ICX products

[i3D.net - Martijn Schmidt]

Maybe I've been lucky, but I have always sailed right past T1 TAC
towards their L3 escalation, and if the case is marked as P1 you've got
good chances of engineering getting involved on short notice.

It all comes down to how well you describe your problem when first
opening the case. That means including a show tech / support-save for
all of the involved devices right from the beginning, as well as a
network diagram if applicable, and a good amount of text explaining the
symptoms you are experiencing and the results you'd expect to see so the
TAC engineer can dive right in. After your case engineer has been
assigned, give them a call and walk them through the problem to make
sure there are no questions on their end. Finally, cc'ing your Brocade
SE into the case so they're aware something's going on never hurts.

I do have to say that if TAC identifies a new defect, you'll have to
hope there is a workaround to solve your problem for the time being
because it'll usually take several weeks for bugfixes to trickle down to
a new GA release.

Best regards,
Martijn

On 02/24/2016 10:51 PM, Michael Gehrmann wrote:
> Not just your bad luck. We have had VRRP, STP and BGP issues around
> ICX. As an experienced engineer getting past T1 & 2 is painful with TAC.
>
> Cheers
> Mike
>
> On 25 February 2016 at 02:45, Robert Hass <robhass at gmail.com
> <mailto:robhass at gmail.com>> wrote:
>
>     Hi
>     We just deployed test network running ICX switches for connecting
>     many office users. We hit some software bugs (for example with not
>     working OSPF as expected). We trying passing them to Brocade TAC,
>     but my current experience is that cooperation with TAC is slow
>     like a hell.
>
>     Maybe it's just my bad luck.
>
>     I'm looking for people having experiences with reporting bugs to
>     Brocade TAC.
>
>     Are you have positive experience with Brocade TAC ? How fast they
>     can fix problems ? How professional they are ?
>
>     Rob
>
>
>
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>
>
> -- 
> Michael Gehrmann
> Senior Network Engineer - Atlassian
> m: +61 407 570 658
>
>
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