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

[frnkblk at iname.com]

My experience has been that items that are not “service affecting right now” take many weeks to move along.  We had two separate tickets resulting an ICX6650 upgrade to 8.0.3e and it took about three weeks to duplicate the (very straightforward!) bugs and then another week to assign a defect number.  Both of those were affected by limited lab access/resources.  I’m now on my fourth ICX ticket of the year, and it’s also not moving very quickly – just more and more questions each time, and now the case owner is asking for a few days to get feedback from dev.

 

Frank

 

From: foundry-nsp [mailto:foundry-nsp-bounces at puck.nether.net] On Behalf Of André Grüneberg
Sent: Wednesday, February 24, 2016 9:54 AM
To: Robert Hass <robhass at gmail.com>
Cc: foundry-nsp at puck.nether.net
Subject: Re: [f-nsp] Experiences with Brocade TAC -> ICX products

 

Hi Rob,

My experience with Brocade support is rather positive. Usually quick initial response, helpful in really urgent cases (I called them and had an engineer on the phone for the whole time to resolution/workaround). But of course, there are several engineers and attitude might vary.

Well, sometimes your request is not fully understood and engineers seem not to have easy access to test equipment. Especially when it comes to escalations to product development, things seem to become rather slow.

André

 

 

2016-02-24 16:45 GMT+01:00 Robert Hass <robhass at gmail.com <mailto:robhass at gmail.com> >:

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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