Changing the severity of your Broadcom support case

Products

• Support Portal

Issue/Introduction

Steps to change the severity of a Broadcom Support case - Open / Soft Close.

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.

Problem Severity	Severity Level Definitions	Initial Call Service Level Objective
Severity 1	A problem has occurred where no workaround is immediately available in one of the following situations: (i) your production server or other mission-critical system is down or has had a substantial loss of service; or (ii) a substantial portion of your mission-critical data is at a significant risk of loss or corruption.	30 Minutes
Severity 2	A problem has occurred where a major functionality is severely impaired. Your operations can continue in a restricted fashion, although long-term productivity might be adversely affected.	2 Business Hours
Severity 3	A problem has occurred with a limited adverse effect on your business operations.	4 Business Hours
Severity 4	A problem where your business operations have not been adversely affected.	8 Business Hours

Resolution

Table of Contents

• Severity update on an Open Support Case
• Severity update on a Soft-Closed case

 

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Severity Update on an Open Support Case

• Log in to the Broadcom case management portal.
• Open your technical support case. 
• Click the Severity drop down and select the desired severity: Critical - P1, High - P2, Medium - P3, or Low - P4. 
  
  
  
  
• For Critical - P1 cases:
  • Clicking YES is your confirmation that the case meets the Severity 1 definition.
    
    
    
    
  • Fill in the required Business Impact field.
    
    
    
    
    
  • Select Yes to confirm the production down issue.
    
    
    
    
• If No is selected, click OK to confirm that the issue has been lowered to P2 as a non-production down issues:
  
  

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Severity Update on a Soft-Closed case

• • Click the Edit Severity button on the top right corner.
    
    
    
    
  • Add a justification comment for updating the severity and click the Send button.
    
    
    
    
  • Click the Severity pencil icon, select the desired severity (Critical - P1, High - P2, Medium - P3, or Low - P4) and submit by clicking the tick mark.
    
    

Additional Information

For further assistance, contact Broadcom Customer Care