Creating Federal Broadcom Technical Support Cases

Products

• Support Portal

Issue/Introduction

Learn how to open and manage cases with Federal Broadcom Support for the following: 

• Carbon Black
• Tanzu
• VMware

Note:

• Before opening or viewing cases - Users must register and have access to a valid Support Site ID. Processing may take up to 48 hours if access requires approvals to the company's site for which access has been requested.
• To avoid delays and expedite processing - We strongly recommend registering using your corporate email domain. If registering to a company site that is not your own, please provide the name and contact person at the company that can provide approval for your access. Once registered, you can begin using your Broadcom Support account. 

 

Go to the Broadcom Partner Support End-Customer Guide if the Broadcom products and services were purchased through a Certified Broadcom Support Partner. 

Resolution

To create a new federal case:

1. Go to the Broadcom Support Portal
2. In the upper-right menu, click Login
   
   
   
   
   
3. In the left menu, click My Cases. The case management page opens. 
   
   
   
   
   
   
4. In the upper-right menu, click Create Case.
   
   
   
   
   
   
5. Update all the necessary fields to create a case
   
   Note: You can update the "Work Location" from "Manage Your Profile" to set the region for the desired support business hours.
   1. Select the case type according to the issue: Technical or Non-Technical 
   2. The Product can be selected from the drop-down, it will provide the entitled product list associated with the Site ID.
      1. When a support product with federal entitlement is selected, a case type option will appear. 
      2. Select Federal Case
         
         Note: If you believe you should have federal support but the Federal Case option does not populate, please contact your account team or the Federal support team by phone at [phone]. 
   3. Users can select the priority in this field, if selecting P1, users must update the business impact field to capture the production down status. 
   4. Users can also update the search box and the filters in the search box.
   5. Click Submit. After case submission, a case is created with the case number and other case details.