Brocade Transition Raises Customer Service Questions

There has been a rapid migration of “pre-EOSL” Brocade hardware to third party maintenance.

We recently addressed end of support life (EOSL) reaching various Brocade 8GB switches. Maintenance contracts on the DCX and DCX-4S products are no longer available from Broadcom, which acquired Brocade back in 2017. This has customers seeking alternative, post-EOSL support arrangements. Fortunately, we’ve got a great one.

Interestingly, there has also been a rapid migration of “pre-EOSL” Brocade hardware to third party maintenance. Even customers whose Brocade gear Broadcom still supports are, nonetheless, choosing alternative maintenance vendors. There are good reasons why.

Why OEM Support Sometimes Suffers

Among the drivers of this change is the perception that Broadcom has prioritized its key accounts to the detriment of overall customer service. Enterprises that don’t find themselves among Broadcom’s “top 100” are reportedly complaining about being ignored, saying they are experiencing delays in support response, and saying they suffering other degradations in service quality.

Sadly, this is far from unusual in the OEM space. The essence of these companies is equipment manufacturing—after all, it’s in the name. Maintenance and support remain add-ons the OEMs deliver primarily to increase confidence in their products.

The biggest clients with the most generous budgets and greatest brand concentration often enjoy a much different OEM customer service experience than the rest. This might include the ability to bypass the escalation process, immediate deployment of field technicians without a severity level assessment, and more follow-through on problem resolution.

Smaller businesses and customers with fewer of the OEM’s products deployed, on the other hand, may deal with extensive bureaucracy just to get the help they need and are paying dearly for. At Park Place Technologies, we don’t believe that’s the proper attitude.

The Alternative Maintenance Advantage

Third party maintenance from Park Place rests on a different foundation than the OEMs’ support offerings. We aren’t in the business of selling hardware, so we don’t declare EOSL dates in the hopes customers will upgrade or play other games to promote equipment sales. We specialize in monitoring and supporting whatever hardware our clients value.

Our business is 100% customer service, so we have invested the time and attention necessary to optimize every aspect of our support solution. We commit to delivering a great experience every time to every customer.

We do it by asking ourselves the tough questions on a regular basis and continually rolling out new answers. For example:

  • How can we meet our customers’ highest expectations? We operate a Level 3-only maintenance shop, so there’s no frustrating escalation procedure. Every question or problem in answered by a highly trained, experienced IT professional. And we make sure someone with the right language skills is always available in our global response center.
  • How can we get spare parts where they’re needed right away? We established over 1,800 depots around the world and keep spares on the customer site for mission critical systems. No matter where a failure happens, spare parts are nearby.

How can we do more to prevent downtime? We rolled out ParkView,, a fully automated maintenance service that streamlines the hardware support process and helps data centers boost uptime. The old way of managing a data center is reactionary, time-consuming, costly and outdated. Whether you’re monitoring Storage, Server, or Network devices, ParkView reduces the number of touchpoints between you and a maintenance solution to two easy steps.

  • Park Place customers gain access to the responsive, high-performance, uptime-maximizing service usually available only to OEMs’ key accounts. And don’t worry, the big guys might wind up envying you—because a Park Place support contract for Brocade hardware will cost 50% less than one from Broadcom. (That price guarantee applies to the wide variety of other OEM equipment we support, too.)

Better service, lower price, multi-vendor simplicity. Is that what you’ve been searching for? If so, get a free quote today!

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