New User Guide

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Article ID: 145606

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Products

Support Portal

Issue/Introduction

This guide is intended for Broadcom customers and partners.

The instructions in this document for using online support refer to the Broadcom Support portal available at support.broadcom.com. Information is also available at Broadcom Communities, including blogs, discussion forums, and other resources. Your team members will want to keep this guide handy as they navigate the Broadcom Support portal and work with support case management personnel.

Resolution

 
1 Welcome
 
We appreciate having you as a new customer with Broadcom Company, 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, adopting, 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 at 1-800-225-5224.

  • 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 CA. We look forward to serving you.

2 Your Success is Our Responsibility

Across CA, 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 and Support Overview

Customer Care:

Support:

  • Provides license keys.

  • Provides Broadcom Support Portal assistance (including registration, password and product download support).

  • Provides education support for course access and LMS troubleshooting.

  • Provides partner support for portal access.

  • 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.

 

3 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 could take advantage of 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

4 New User?

Each team member should register at myBroadcom  with your company email address and Enterprise Site ID. The following steps will guide you on creating a Broadcom account and adding the site ids to the profile. 
 
4.1 Support Portal Online Basic Registration:
 
User will have to first create an account with Broadcom (Basic Account). Creating an account gives basic access to Broadcom.com and Broadcom Communities. 
 
This Basic registration does not however give automatic access to case management, download management and premium support content. To get access to these areas, one must need to upgrade the account with a site id.
 
4.2 Upgrading and Adding a Site ID to your profile: 

The Support Site ID or 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 in 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. add the site id to your profile by upgrading or adding the site ID to your Broadcom Account. 

4.3 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

5 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.

6 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

6.1 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.

7 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 the Broadcom support for your Products.

Note: One must have access to a valid support Site ID.

8 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. 

CA 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 Broadcom.com and click on Learning Portal under CA Technologies Software.

9 Product Notification: 

Product notification will help to get notified on new product release, patches or critical alerts. Please follow these steps to subscribe to product notification

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 to the customer's environment, or may negatively impact a large number of customers.

Product Advisories: Defined as a moderate or low impact and/or non-pervasive software problem that has been determined to affect the operation of the product in one or more of our customer's environments.

Release Announcements: Defined as notifying customers of product life cycle (GA, EOS, EOL, Compatibility Matrix, feature releases). 

Product Update: Defined as potential security risk, vulnerabilities and available remediation's that affect customer's environment.

10 Working with CA Support

We offer a separate document dedicated to guiding system administrators and users through Broadcom Support. Review Working with CA Support: Guide for Enterprise Customers and Partners to learn more about CA Support services, resources, and processes. The guide provides detailed information on many topics. The following list shows some examples: 

  • Support objectives, roles, and responsibilities
  • Support case management
  • How to customize your online experience with Support
  • Managing your implementation and upgrade projects
  • Accessing and using product documentation

11 Joining CA 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.

11.1 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.

11.2 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. 

11.3 Submit Ideas

Product Managers at Broadcom 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. 

11.4 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.

11.4.1 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.

12 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 call on 1800-225-5224. Go to Contact support for numbers outside North America. 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

13 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

 

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