SDE SASE/Velocloud Support Entitlement SLO guidelines
Article ID: 379648
Updated On:
Products
Issue/Introduction
The purpose of this article is to define the Service Level Objective (SLO) guidelines for customer entitlements. This is to ensure our customers are getting the level of service required when opening cases with SDE Support. This article will explain SLO's based on entitlements and case severity.
Please note: It is important for Advanced/Premier Support Partners/Customers to select the correct Product name "VMware VeloCloud SDWAN with Premier Support" when opening new support cases so they receive the correct SLO. This will be displayed in Customer portal under the Entitlements page - https://support.broadcom.com/
Resolution
SLO Entitlement categories:
Broadcom Software Maintenance (Essential Support) - [Legacy Entitlement: VMware Basic & Production Support]:
Please note:
- Weekend support for non-Severity 1 is not included. Severity 2-4 cases are worked during customer business
hours only.
- Formal RCA for Severity 1 incidents are available upon requested to customers who have purchased a Support Account Manager.
- Support is offered during the Customer/Partner regional normal business hours which is 8 AM - 6 PM local time.
- If an Essential Support customer needs to escalate a case and has not purchased a Support Account Manager
unit, escalations are facilitated by raising a case concern within the Broadcom Support Portal or by
calling Broadcom Global Customer Assistance.
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Advanced Support - [Legacy Entitlement: VMware Success360-Telco, Carrier Grade, Premier Support]
Please note:
- *Severity 3-4 support is customer Business Hours only
- Customers and partners who have opted for Advanced Support under the Broadcom contract are eligible for
enhanced escalation handling, delivered via their designated Support Account Manager, as well as a 24x7 On-Call Escalation Matrix, in
addition to the standard case concern process. The designated SAM will provide the SDE Support Escalation
Matrix during the onboarding process.
Additional Information
How is the Business hours of the case determined
The business hours of the case is determined by the working hours of the “Work Location” field from "Manage Your Profile" in the Broadcom Case Management page. Please refer to the Updating Work Location on Wolken section of the Broadcom case management frequently asked questions KB for further information.
A comprehensive list of case & user management best practice guidelines is available on the VMware to Broadcom Support FAQ’s KB.
The Partner contact has customers spread across the globe, what should be the Broadcom Support Work Location?
Using a distribution list as a contact email in a technical support case directly affects support received, as it can only be registered to a single region. The Business Hours for case SLOs will be based on the configured Work Location.
For this reason, as well as security and compliance requirements, customers who register in the Broadcom Support Portal with a distribution list email are in violation of the terms of service. Refer to the Broadcom Support Portal User Guide for additional information.
Partners should utilize individual email addresses for effective case management. It’s essential for partners to implement proper user management practices to ensure that users with the appropriate level of access in their region are the ones opening cases for their respective customers. Please review the New User Guide for Broadcom Support Portal for relevant details.
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