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

[frnkblk at iname.com]

+1

 

From: foundry-nsp [mailto:foundry-nsp-bounces at puck.nether.net] On Behalf Of Michael Gehrmann
Sent: Wednesday, February 24, 2016 4:47 PM
To: i3D.net - Martijn Schmidt <martijnschmidt at i3d.net>
Cc: foundry-nsp at puck.nether.net
Subject: Re: [f-nsp] Experiences with Brocade TAC -> ICX products

 

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 <mailto: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 <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 <tel:%2B61%20407%20570%20658> 

 

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Senior Network Engineer - Atlassian

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