Changing the severity of Broadcom support cases

Products

• Support Portal

Issue/Introduction

You need to change the severity of a Broadcom Support case.

Resolution

1. Log in to the Broadcom case management portal.
2. Open the case that you want to change the severity level for.
3. Under Priority, click the pencil icon, and change to the desired severity:
   • High - P2, Medium - P3, or Low - P4: Click the green check mark to confirm the change.
     
     
     
     
   • Critical - P1: Confirm whether or not this is a production down issue.​
     
     Note: Priority 1 is reserved for production down issues and requires you to be available to work with the engineer 24/7 until the issue is resolved.
     
     
     
     If you select “No”, a pop-up screen appears that says “Issue has been lowered to P2 for non-production down issues, and the case will be set to a P2. If a P1 is required for any other reason, please contact Customer Care.
     
     
     
     
     • Fill in the required Business Impact field.
       
       
       
       
     • Click the green check mark to confirm the change.
       
       

Additional Information

For further assistance, contact Broadcom Customer Care