Broadcom Partner Support End-Customer Guide

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 and 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. Build your Basic User Profile by adding a Site ID to your account. Click HERE for instructions.

Once you have built your Broadcom Support Portal Profile, follow these steps to open up 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. Log in and select the appropriate Product division, by clicking the Dropdown adjacent to your Profile in the top right corner.
   
   
   
   
3. Click the Case Overview tile (or) My Cases tab to access the Wolken Case Management page.
   
   
   
   
4. If all your Broadcom Products & Services are supported by a single Support Partner, then, you'll receive the following pop-up message.
   
   
   
   
5. Click Continue to be redirected to the appropriate Partner Wolken Case Management Portal, from where you can request support by clicking the Create Request tab.
   
   
   
   
6. If your Broadcom Products & Services are supported by Multiple Support Partners (i.e. Broadcom Support and Partner Support), then, you'll receive this pop-up message after clicking Case Management.
   
   
   
   
7. Click Continue to be redirected to the My Entitlements Portal.
   Locate the product you require support on, by clicking the Site Name / Site ID -> Entitlements Details (or) by searching with Product name / Serial number in the Search bar and then, click the Case icon, to be redirected to the appropriate Wolken Case Management Portal (i.e. Broadcom or Partner instance). 
   
   
   
   If you hover over the cursor on the Case Icon, it shows up if you’re Supported by a Partner (or) Broadcom.
   
   
   
   
8. Click Create Ticket to raise a support case.
   
   
   
   
   NOTE: To raise a non-technical case directly with Broadcom Customer Care (i.e. Support Portal access, License keys, Product download,s etc., assistance), select the Click HERE to be redirected to the Broadcom Case Management Portal.