knowledge.broadcom.com Open in urlscan Pro
162.159.140.167  Public Scan

Form analysis
0 forms found in the DOM

Text Content

Cookies Settings New user guide for Broadcom Support Portal
search cancel
Search


NEW USER GUIDE FOR BROADCOM SUPPORT PORTAL

book

ARTICLE ID: 145606

calendar_today

UPDATED ON: 04-29-2024

PRODUCTS

Support Portal
Show More Show Less

ISSUE/INTRODUCTION

This guide helps Broadcom customers and partners navigate the Broadcom Support
portal, work with support case management personnel, and access the Broadcom
Communities, including blogs, discussion forums, and other helpful resources.

RESOLUTION


TABLE OF CONTENTS

 * Welcome
 * Customer Care and Support Overview
 * Why Register?
 * New User?
   * Support Portal Online Basic Registration
   * Upgrading and Adding a Site ID to your profile
   * User Administration Access
 * Product and Solution Downloads
 * License and My Entitlements
 * Broadcom Case Management
 * Learning with Broadcom Education
 * Product Notification
 * Status Page
 * Joining Broadcom Communities
   * Network with Your Peers
   * Find Answers
   * Submit Ideas
   * Get Product Tips 
   * Ready to Get Started?
 * Support Availability
 * How to Buy
 * Maintenance Policy


WELCOME

We appreciate having you as a new customer with Broadcom Software and are
committed to your success. When you adopt a software solution from Broadcom, you
gain access to an award-winning team of professionals whose mission is to make
sure we eliminate any barriers between your ideas and business outcomes. We
focus on delivering this mission by putting your organization at the center of
all we do and earning your trust as a strategic partner. We do this by:

 

 * Focusing on the experience you want to have; and delivering it.
   We know you'll go through an entire lifecycle of learning, adapting, and
   expanding your use of our technology, and we'll be there for you throughout
   the journey. Customer Success teams are available to assist with personalized
   onboarding, driving your return on investment, and initiating upgrade
   planning and execution and Customer Care is accessible 24 hours a day, seven
   days a week. Refer to Contact Broadcom support
   
   
 * Responding quickly when you ask us questions.
   We are proud of the top marks our technical support teams earn in customer
   satisfaction surveys. We look forward to sharing our expertise and handling
   your requests with speed and reliability.
   
   
 * Providing you with the right resources.
   Our technical, education, and account team professionals; along with an array
   of self-service options (including online Communities) offer great ways to
   connect, learn, and share.
   
   
 * Soliciting your feedback, and responding to it.
   We want to hear about your ongoing experiences with us, and how your needs
   evolve. Please expect invitations to share your feedback by way of surveys
   throughout the year.

Thank you again for choosing Broadcom. We look forward to serving you.

 


CUSTOMER CARE AND SUPPORT OVERVIEW

Your Success is Our Responsibility

Across Broadcom, multiple teams are committed to your success. You can count on
us to be a strategic partner and to consistently deliver a superior experience.
We put your organization at the center of all we do, and we orchestrate each
customer interaction to ensure positive business outcomes. Ultimately, when you
succeed, we succeed. The following table compares the tasks performed by
Customer Care versus Support.

Customer Care:

Support:

 * Provides license keys.
 * Provides Broadcom Support Portal assistance (including registration,
   password, Case management, and product download support).
 * Provides account services (such as billing and address changes).
 * Offers non-technical assistance in Customer Care Community. 

 * Provides technical support for product usage, downloads, installation,
   upgrades, and migrations.
 * Answers your technical questions and helps you resolve your Broadcom software
   problems.
 * Participates in communities to help answer product-related questions.
 * Writes publicly accessible knowledge articles based on past issues to help
   facilitate self-service support.
 * Submits product change requests to product engineering teams.


WHY REGISTER?

If you are a new user and bought software products from Broadcom, the first
thing you want to do is register your product so that you can take advantage of
the many exclusive online resources Broadcom has to offer. The following
resources are available:

 * Broadcom Education – Instructor-led and online courses
 * Broadcom Support – case management
 * Broadcom Partner Portal
 * Product Documentation
 * Product downloads
 * License downloads
 * Solution downloads
 * Certification exams

 


NEW USER?

Each team member should register at my Broadcom with your company email address
and Enterprise Site ID. The following steps will guide you to create a Broadcom
account and add the site IDs to the profile. 

 


SUPPORT PORTAL ONLINE BASIC REGISTRATION

 Users must first create an account with Broadcom (Basic Account). Creating an
account gives basic access to Broadcom.com and Broadcom Communities. 

However, this basic registration does not automatically give access to case
management, download management, and premium support content. To access these
areas, one must upgrade the account with a site ID.

 


UPGRADING AND ADDING A SITE ID TO YOUR PROFILE

The Support Site ID often referred to as Support ID, SID, or just Site ID is
located in the Electronic Software Delivery (ESD) email from Broadcom Software
Delivery at the close of your contract or contract renewal and sent to the
"Technical Contact" on the contract. 

The ESD email contains your enterprise Site ID, contract number, and other
information you need to register and download your Broadcom products. If you
need help finding your Site ID, please use the Support Site ID Request Form to
request your Site ID or use our Virtual Agent chat in the lower-right corner of
this website. 

To get access to case management, product downloads, entitlements, etc. Build
your profile by upgrading or adding the site ID to your Broadcom Account. If you
have multiple site ID's  Add additional Site IDs to your profile (Existing
Enterprise Users)

 


USER ADMINISTRATION ACCESS

The Broadcom Support portal offers you the opportunity to designate an
administrator. These user administrators will have the ability to process
registration requests and maintain user access. More specifically, they can add
contacts associated with their site, update a site contact’s information, and
remove contacts. This functionality applies to enterprise users worldwide and to
partners with enterprise Broadcom site IDs. If user administrators are not
responding to pending enrollments for a site, Broadcom may notify administrators
of pending enrollments. If no response is received, enrollments will be
processed based on Broadcom business rules. 

To get access, follow the User Admin Registration.

Once designated, user administrators see an Administration menu option under My
Account after signing in to the Broadcom Support portal. From the Administration
menu option, they can access the following administration functionality:

 * Registration requests – Review and approve or deny requests for access to
   specific sites.
 * Users and permissions – Review, edit, and revoke access for users to specific
   sites.
 * Audit reporting – Create reports of user activity for specific sites, users,
   and date ranges.

Note: As a best practice, each site should have at least two user
administrators, a primary and a secondary, to ensure coverage when the primary
is unavailable.

 


PRODUCT AND SOLUTION DOWNLOADS

Users can download the products they are entitled to from our support portal in
easy steps. To download the product, you must be registered on the Broadcom
Support Portal and have access to a Support Site ID with an active contract for
the desired products.

 


LICENSE AND MY ENTITLEMENTS

All customer entitlements, product downloads, and license keys have been
migrated to the Broadcom Support Portal and can be located within the My
Entitlements page.

Once logged in, customers can:

 * View all entitlements owned by the account(s) they are associated with
 * Download license keys for Enterprise Software, Mainframe Software, and
   Symantec Security
   Note: License keys cannot be split, returned, or regenerated
 * Filter search results by product name, active and expired contract status, or
   serial number (Symantec)
 * Locate the contract number for each product
   
   

My PLA (Portfolio License Agreement) Entitlements Guide

To have the ability to access/ manage PLA Entitlements, one must have access to
the site ID and the subscription Management role added to their Enterprise
Support Portal Profile.

If you need any assistance in getting access to PLA Entitlements, please contact
your User Administrator or the Broadcom Customer Care Team via Live Chat, on the
support portal or contact us.

 


BROADCOM CASE MANAGEMENT

Broadcom Case Management system allows the customer to open, track, and update
cases. It is an easier way to get assistance from Broadcom support for your
Products.

Note: One must have access to a valid support Site ID with active Support
entitlements.

 


LEARNING WITH BROADCOM EDUCATION

Join one of the 25,000 courses taught each year by award-winning instructors who
average more than 20 years of experience and boast a 94 percent satisfaction
rating. 

Broadcom delivers a rich array of free training resources that help you make the
most of your investment. Access our free, instructor-led webcasts, and web-based
product training courses by logging into the Broadcom support portal My
Dashboard and clicking on Learning@Broadcom

If you have questions, refer to Broadcom Education contacts

 


PRODUCT NOTIFICATION

Product notification will help you get notified of new product releases,
patches, or critical alerts. Please follow these steps to subscribe to product
notifications. 

 * Critical Alert: Defined as a high-impact and/or pervasive software problem
   that has been determined to be critical to the operation of the product, or
   major impact on the customer's environment, or may negatively impact a large
   number of customers.
 * Product Advisories are defined as moderate—or low-impact and/or non-pervasive
   software problems that have been determined to affect the operation of the
   product in one or more of our customers' environments.
 * Release Announcements: Notifying customers of the product life cycle (GA,
   EOS, EOL, Compatibility Matrix, feature releases). 
 * Product Update: This is defined as potential security risks, vulnerabilities,
   and available remediations that affect the customer's environment.

 


STATUS PAGE

The new Broadcom Service Status is a single unified public portal that displays
the availability of Broadcom's software products.

Our platform is a self-service portal that enables anyone to subscribe to each
of our product pages to receive notifications of incidents, planned maintenance,
and emergency maintenance. You can subscribe to any of our pages via the
following methods (click on each method for instructions on how to subscribe),
or click here for an overview of the Broadcom Service Status service:

 * Email
 * SMS
 * Slack
 * Microsoft Teams
 * Google Chat

Customers can manage email, SMS, Slack, Google Chat and Microsoft Teams in one
account - including multiple product subscriptions.

Note: Our Service Status platform is for notification purposes only and does not
relate to any of Broadcom's Service Level Agreements (SLAs).

 


JOINING BROADCOM COMMUNITIES

Broadcom Communities is the place where customers have 24/7 access to
collaborate on Broadcom products. The platform goes far beyond social
networking. Customers, partners, and Broadcom employees come to these
communities to get answers, submit ideas, share best practices, view product
tips, attend webcasts, and more. Communities are open to the public for browsing
and searching. If you are a registered user, you will have access to comment,
vote on product ideation, and more.


NETWORK WITH YOUR PEERS

One benefit of joining these communities is to meet peers and experts who use
the same products you do. Special programs such as Communities Champions,
Community Spotlight, Technical Exchange Events, and webcasts are available to
the most active community members.


FIND ANSWERS

Communities are divided by expertise and product sets. Each individual community
has a different customer base with different levels of interaction. On average,
more than 50 percent of the questions posted in the community are answered
within one to two days. Over 75 percent of questions get a first-day response. 


SUBMIT IDEAS

Product Managers at Broadcom's main product communities for product ideas and
feedback. In short, customers help shape future versions by submitting ideas and
gathering votes from their peers. 

To date, customers and partners have contributed to more than 2,000 product
features and enhancements. 


GET PRODUCT TIPS 

The community goes beyond tackling issues. Product communities foster innovative
conversations with tips on how to take product usage to the next level.
Technical tips are one of the most viewed content types within communities.


READY TO GET STARTED?

Start with The Water Cooler community, your go-to spot to ask questions, submit
ideas, or find tips, tricks, and training pertaining to Broadcom Communities.


SUPPORT AVAILABILITY

Customers who have a current Software and Maintenance Agreement in place have
access to Broadcom Support. To confirm the maintenance and support purchased by
your company (per Site ID), contact Customer Care using the chat option
available on the Broadcom Support Portal or Contact Broadcom support. Once your
registration is connected to the proper Site ID, you'll be able to access the
support that your company site is entitled to including:

 * Support case management
 * Support escalation access
 * Downloads for products, solutions, and patches
 * Extended knowledge base articles
 * Advanced search capabilities


HOW TO BUY

Customers can purchase products through Broadcom Authorized Distributors in
their region or country. Customers who have Direct Purchasing Agreements with
Broadcom must register to order online.

Broadcom Sales Contact 

Broadcom Partners and Distributors


MAINTENANCE POLICY

Maintenance is designed to protect and maximize a customer’s investment in
Broadcom products. This policy handbook sets forth guidelines for doing business
with Broadcom and describes Broadcom policies relating to the new purchase and
renewal of entry-level maintenance offerings for Broadcom products as follows:

 * On-premises software (perpetually licensed and subscription including
   ancillary CA Technologies, A Broadcom Company supplied hardware.
 * On-demand software (SaaS)

See the Maintenance Policy handbook,

The term “maintenance” refers to deliverables of Broadcom software’s entry-level
maintenance offerings for software and hardware products.

All policies referred to herein are applicable globally, and to all Broadcom
customers.

Customers with questions related to any aspect of a Broadcom policy should
contact their reseller, Broadcom sales representative, or Broadcom customer
assistance.

FEEDBACK

Was this article helpful?
thumb_up Yes
thumb_down No
Powered by







word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word word word word word word word word word
word word word word word word word word

mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1
mmMwWLliI0fiflO&1

By clicking accept, you understand that we use cookies to improve your
experience on our website. For more details, please see our Cookie Policy.

Accept Cookies

Cookies Settings


PRIVACY PREFERENCE CENTER




 * YOUR PRIVACY


 * STRICTLY NECESSARY COOKIES


 * PERFORMANCE COOKIES


 * TARGETING COOKIES

YOUR PRIVACY

When you interact with Broadcom as set forth in the Privacy Policy through
visiting any website, it may store or retrieve information on your browser,
mostly in the form of cookies. This information might be about you, your
preferences or your device and is mostly used to make the site work as you
expect it to. The information does not usually directly identify you, but it can
give you a more personalized web experience.
Cookie PolicyPrivacy Policy

STRICTLY NECESSARY COOKIES

Always Active

These cookies are necessary for the website to function and cannot be switched
off in Broadcom’s systems. They are usually only set in response to actions made
by you which amount to a request for services, such as setting your privacy
preferences, logging in or filling in forms. You can set your browser to block
or alert you about these cookies, but some parts of the site will not then work.
These cookies do not store any personally identifiable information.

PERFORMANCE COOKIES

Performance Cookies


These cookies allow Broadcom to count visits and traffic sources so Broadcom can
measure and improve the performance of its site. They help Broadcom to know
which pages are the most and least popular and see how visitors move around the
site. All information these cookies collect is aggregated and therefore
anonymous. If you do not allow these cookies Broadcom will not know when you
have visited our site and will not be able to monitor its performance.

TARGETING COOKIES

Targeting Cookies


These cookies may be set through Broadcom’s site by its advertising partners.
They may be used by those companies to build a profile of your interests and
show you relevant adverts on other sites. They do not store directly personal
information, but are based on uniquely identifying your browser and internet
device. If you do not allow these cookies, you will experience less targeted
advertising.

Back Button


BACK

Filter Button
Consent Leg.Interest
checkbox label label
checkbox label label
checkbox label label

Clear
checkbox label label
Apply Cancel
Confirm My Choices
Allow All