Broadcom Partner Support End-Customer Guide

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Article ID: 216949

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Updated On:

Products

Support Portal

Issue/Introduction

The purpose of this article is to outline the steps end-customers are required to take who have purchased Broadcom Products & Services through a Certified Broadcom Support Partner and are required to contact them directly for their support needs.

IMPORTANT: These instructions are only relevant in the following circumstances

  • You have purchased Broadcom Products & Services through a Certified Broadcom Support Partner 
  • Your Support Partner has initiated their own Wolken Case Management Portal instance and you have been informed by your partner to open cases via that support channel

All other partner supported end-customers should follow the standard support workflow they do today.

Resolution

Effective June 21, 2021, Broadcom will be implementing a single-sign-on feature allowing you to raise support cases for both Broadcom supported and Partner supported Products & Services directly through the Broadcom Support Portal

Follow these instructions on how to create a Broadcom Support Portal Profile and raise support cases through this new workflow. 

IMPORTANT - For end-customers who have previously created a Partner Wolken Profile, there is no longer a need to maintain that profile and create cases by logging in directly to your Partner Case Management Portal. All cases going forward should be initiated through the Broadcom Support Portal as outlined below.

Create a Broadcom Support Portal Profile (Note: if you already have a Broadcom Support Portal Profile skip steps 1 & 2) 

  1. Create a Basic User Profile. Click HERE for instructions. 
  2. Upgrade your Basic User Profile by adding a Site ID to your account. Click HERE for instructions.

Once you have an upgraded Broadcom Support Portal Profile, follow these steps to open a support case through the new workflow. 

IMPORTANT - Please allow up to 1hr after the creation of your Broadcom Support Portal Profile before accessing the Case Management Portal.

  1. Navigate to the Broadcom Support Portal.
  2. Click on the appropriate division tile. 



  3. Click Login / Login and enter your Broadcom Support Portal Profile details. 



  4. Click the Case Management tile.
  5. If all your Broadcom Products & Services are supported by a single Support Partner, you'll receive the following pop-up message.



  6. Click Submit to be redirected to the appropriate Partner Wolken Case Management Portal where you can request support by clicking Case Request.

    NOTE: To raise a non-technical case directly with Broadcom Customer Care (i.e. portal access, license keys, product download assistance) select the Click HERE link to be redirected to the Broadcom Case Management Portal



  7. If your Broadcom Products & Services are supported by multiple support providers (i.e. Broadcom Support and Partner Support) you'll receive this pop-up message after clicking Case Management



  8. Click Submit to be redirected to the My Entitlements Portal. Locate the product you require support on and click the Case icon to be redirected to the appropriate Wolken Case Management Portal (i.e. Broadcom or Partner instance). 

    NOTE: To raise a non-technical case directly with Broadcom Customer Care (i.e. portal access, license keys, product download assistance) select the Click HERE link to be redirected to the Broadcom Case Management Portal



  9. Click Create Request to raise a support case. 

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