Learn how to raise, create or open a case with Brocade Support, and manage your cases.
Note:
IMPORTANT: Disable pop-up blockers for support.broadcom.com to ensure that the Case Management Portal launches successfully.
Helpful References and Guides:
To create or open a case:
Note: For Priority 1 or 2 cases, a Support case can be created using our online Case Management system and must be followed by a call to our Support Center. Alternatively, a case can be opened by directly calling our 24x7x365 Support Center.
Additional Notes:
5. Click on the Submit button from the top right corner to generate a case number
Your case will appear at the top of the Case Management landing page
1. To attach/upload a file to your case. click on "Reply" next to the corresponding case
2. Click on the “Upload/View Files button at the bottom of the Comments section
Note: You will be presented with our SFTP ACCESS INFORMATION details where you can click on "Attach/View Files" Files" to proceed
3. To upload a file, first select the "files_from_customer" folder.
4. Add files by dragging and dropping files to the folder
Note: The file will appear on the list once the upload has completed its process. Depending on the file size and network speed, large files can take longer to load.
1. Locate the case on the summary page and click on “Reply” next to the corresponding case
Note: The Comments page will load and a Text field is made available to comment/update the case.
2. Add your case comments and click on “Send” at the bottom right of the Text field. This will update your case and send a notification to the assigned Support Engineer.
Note: The Details and Comments history is located on the right pane based on the case selected as shown below.
If the criticality of your case changes, please call our Support Center for proper escalation.
If you have a concern about how your case is being handled or regarding your service levels being met, please engage the Brocade Support Management team via a phone call to our Support Center or by Escalating to the Duty Manager following the steps outlined below:
1. Locate the case on the summary page and click on “Reply” next to the corresponding case.
2. Click on the “Escalate to Duty Manager” button located at the bottom of the page
3. Fill out the Escalate To Manager form and provide the “Reason for Escalation”
Note: A Reason for Escalation is required in order to enable the Escalate To Duty Manager button.
1. Click on “Reply” for the corresponding case, enter comments, and click on “Close”
2. Enter comments in the comments section
3. Click on “Close”
Note: This will not close the case, instead, it will send a notification to the assigned Broadcom support engineer to review and close the case.
For further non-technical Support Portal assistance with Brocade Storage Networking, please contact one of our Brocade Web Customer Care Representative at [email protected]