ConnectALL Support FAQs

Products

• Rally SaaS
• ConnectALL

Issue/Introduction

The value stream management family of products from ConnectALL LLC is now part of Broadcom’s Software Agile Operations Division.  Starting on 7/31/23, support functions moved to the Broadcom Support Portal.

Resolution

FAQ’s:

• Is there a Broadcom Software Support page that I can bookmark?
  • We recommend 2 pages
  • Broadcom Support Portal
  • Broadcom Support Policies - A majority of your questions will be answered in the “Broadcom Software Maintenance Policy Handbook“ which is the first link on the page
• How Do I Register for a Support User Account?
  • Basic User Account Registration Guide
    • After completing the Basic User Account registration process, see Upgrading Broadcom Account / Additional Site access to obtain full access to Case Management, Product Downloads, Entitlements, and other features.
• How can I request my Site ID? What if I can’t find my Site ID?
  • You will receive an email from Broadcom with your new Site ID. If you did not receive it or if you cannot find your Site ID, see Find your Support Site ID.
• Can I email to open a case?
  • We offer two ways to open a case
    • Phone https://support.broadcom.com/web/ecx/software-contact-support
    • Broadcom Support Portal.
  • We do not allow support cases to be created via email.
  • Once a support case is open, email can be used to provide updates to the case.
  • Remember to have your Broadcom Site ID available when phoning in to open a case
• How do I open a case on the Broadcom Support portal? What Information is Required?
  • Sign in at https://casupport.broadcom.com/.
  • For more information about how to open a case and what information is needed please visit the “Broadcom Software Maintenance Policy Handbook“ link on the Broadcom Support Policies page and review the section on “Case Handling”, here you will find subsections on “Opening a Case” and “Information Required”
• How do I open a severity 1 case?
  • All severity 1 cases must be opened by calling the call center https://support.broadcom.com/web/ecx/software-contact-support OR by changing the severity of the case to "Critical - P1". Changing the Severity of a Case
  • Severity 1 indicates that the production environment is affected for all or most users. Broadcom provides 24/7 support for all Severity 1 issues
  • If a Severity 1 is declared it will be necessary for the user to remain on a phone call with support until the issue is resolved.
• Where do I go to access, review and update my current cases with Broadcom Support?
  • The following link will redirect you to your open cases:  https://support.broadcom.com/user/user_redirect?dest=case
  • You can also view your cases by visiting the support portal and clicking the case management box on the lower left of your screen
• How do I contact the support engineer assigned to my case?
  • Similar to above, access your open support cases through the Broadcom Support Portal where you can provide updates to the support team.
• How do I access Documentation, Knowledge Based Articles and Other Similar Information?
  • Knowledge Based Documents and Product Documentation can be searched in the search bar found at the top of the Support Portal Page
  • Articles and Documentation can also be performed using a search engine
• What is an entitlement?
  • Entitlement refers to maintenance access to your Broadcom software. (support, product updates and technical documentation)
• What happens if I can’t see my product entitlement listed in the portal when opening a case?
  • Open a case under the support portal option. A Customer Assistance representative will research the issue and get back to you.