Escalating Broadcom support cases

Products

• Support Portal

Issue/Introduction

To escalate cases or update escalation contact details, you can raise a case concern on the Broadcom support portal.

• The case concern option is only available for cases directly opened with Broadcom Support.
• NOT FOR USE in escalating the priority to severity level 1.
• This feature is currently not available to customers taking advantage of our Partner Delivered Support Program.

---

Case escalation vs severity level

• Case Escalation: If your expectations for service are not being met, the Raise Concern option enables you to escalate your case and engage Broadcom Support management.
• Severity Level: If you need to update the severity level of a case, see Changing the severity of Broadcom support cases.

Resolution

Raise Concern button availability

The availability of the Raise Concern button is time-based and depends on the existing case priority:

• Critical (P1) - After the case has been open for 12 hours
• High (P2) - After the case has been open for 24 hours
• Medium (P3)  - After the case has been open for 48 hours
• Low (P4)  - After the case has been open for 48 hours

Note: You can raise a case concern once every 24 hours, per case.

Escalating a case (raising a concern)

1. Log in to the Broadcom case management portal.
2. Open the case that you want to escalate.
3. Click the Raise Concern button.
   
   
   
   
4. Write a description of the problem or concern.
   
   
   
   
5. Click Submit.

Upon raising a case concern, a Support Manager will follow up with you in approximately 24 hours.