Broadcom/ConnectALL Support FAQs
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Broadcom/ConnectALL Support FAQs

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Article ID: 269256

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Updated On:

Products

CA Agile Central SaaS (Rally) 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 will move to the Broadcom Support Portal and you will receive an email with instructions prior to this date with detailed instructions on how to register for support access. Until then, continue to use the ConnectALL Support processes that you have normally been using.

Environment

Release : SAAS

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, use the Support Site ID Request Form.

● What is the status of my current Support cases?
   ○ On [Day 2 Date], all open cases will be recreated in the Broadcom Portal. The subject line of each case will reference the previous ConnectALL case number.

● Can I email to open a case?
   ○ We offer two ways to open a case, phone (1-800-225-5224) and 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 at 1-800-225-5224
   ○ Severity 1 indicates that the production environment is affected. Broadcom provides 24/7 support for all Severity 1 issues
   ○ If you are outside the United States please reference the following directory for your local support telephone number.

● 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, please 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
   ○ Product documentation will remain on the ConnectALL site until (DATE)

● 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.