How to resolve issues with Licensing, Downloads, or the Broadcom Customer Portal

Products

• Data Loss Prevention

Issue/Introduction

This article describes how customers should address issues with licensing, downloads, or the Broadcom customer portal. It provides contact information for each related department as well as a breakdown for which department a customer should reach out to based on the issue they are experiencing. 

Environment

This issue applies primarily to DLP licensing, downloads, or portal issues.

Cause

The primary cause of this issue is the customer is unknowing or unsure of which Broadcom team to reach out to based on the type of problem they are having.

Resolution

A common mistake is to open a support ticket when an issue with licensing, downloads, or the Broadcom customer portal occurs. The correct action is to open a ticket with customer care as our support team cannot assist with these issues. In addition, below is a breakdown of common customer issues and the according teams to contact based on the particular problem.

Broadcom uses a multi-faceted support team where the various teams specialize in different types of support to better meet your needs.

Symantec Technical Support:
This is the appropriate department if something is broken and you need assistance fixing it.

• If something was working previously and unexpectedly stopped working.
• If one of your servers is no longer functional.
• If you have identified a bug that needs to be investigated.
• If you can no longer access the Enforce Console.

Customer Care(GCA): https://support.broadcom.com/external/content/release-announcements/Contact-Us-Customer-Care/8032
This is the appropriate department if you need assistance with your account, portal, or entitlements, or for general assistance.

• If you need assistance with licensing, renewing a license, generating a new license, etc...
• If you need to make changes to your account.
• If you need help locating information in the portal.
• If you don't have access to something in the portal that you were expecting access to (downloads for example).

Consulting Services: https://www.broadcom.com/support/symantec/services/consulting
This is the appropriate department to work with if you need hands-on help, or need assistance with things such as configuring your environment, tuning policies, etc... (making regular changes, when nothing is actually broken).

• If you need assistance installing or setting up your environment.
• If you need assistance performing an upgrade.
• If you need assistance creating or tuning policies.
• If you need assistance with custom product configuration.
• If you need assistance with performance tuning or are generally having performance-related issues.

Educational Services: https://www.broadcom.com/support/ca/education-training
This is the appropriate department if you needed product training or needed to better understand how best to use our products and services.

• If you need training for your product.
• If you need help understanding how your product functions.
• If you need help in determining which products best fit your needs.