Changing the severity of your Broadcom support case

Products

• Support Portal

Issue/Introduction

Steps to change the severity of a Broadcom Support case.

Cause

Refer to the Broadcom® Software and Maintenance Policy Handbook for official Broadcom support policies and guidelines. The severity level assigned to your case will be re-categorized if it does not align with the definitions in this handbook.

Resolution

• Log in to the Broadcom case management portal.
• Open your support case. 
• Under Priority, click the pencil icon, then select the desired severity: Critical - P1, High - P2, Medium - P3, or Low - P4. 
  
• Click the green check mark to confirm the change.
• For Critical - P1 cases:
  • Clicking YES is your confirmation that the case meets the Severity 1 definition. If Critical - P1 is required for any other reason, please contact Broadcom Customer Care.
    
    
  • If No is selected, click OK to confirm that the issue has been lowered to P2 as a non-production down issues:
    
  • 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