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

[Michael Gehrmann]

Can I get that experience please. Maybe it's our timezone because we always
attach 'show tech' and then spend the next few hours trying to convince
them it's already attached to the ticket.

On 25 February 2016 at 09:29, i3D.net - Martijn Schmidt <
martijnschmidt at i3d.net> wrote:

> 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> 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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>
>


-- 
Michael Gehrmann
Senior Network Engineer - Atlassian
m: +61 407 570 658
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