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Support Widget Retirement and Broadcom Support Portal Instructions for Email.cloud clients

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Article ID: 243735

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Updated On:

Products

Support Portal

Issue/Introduction

日本語


As part of our ongoing efforts to evolve our various support systems and services, Broadcom will be removing the existing “Support” flyout menu on our Message Labs Portal and instead, point customers to raise support cases directly via the Broadcom Support Portal

This shift in technology has several key benefits geared towards improving the customer experience including: 

  • Providing customers one central tool to manage support cases for all of their Broadcom products. 
  • Allowing customers to leverage the full case management portal which provides superior visibility into their cases, ability to track progress and easily correspond with support via case comments.
  • Providing access to product entitlements including software downloads and license keys via the Broadcom Support Portal. 

Resolution

If you already have a Broadcom Support user go to Broadcom Support Portal to manage your existing or open new support cases.

 

If on the other hand, you need to gain access to the Case Management system, customers first need to create a profile on the Broadcom Support Portal using their Support Site ID to validate their entitlements. 

The Support Site ID can be obtained through a number of methods, including:

  • Log in to the MessageLabs Portal and reference the Support Site ID number by running a report to obtain your subscription details. If you have multiple values try to select a Site ID that relates to a subscription where the Status is ACTIVE and for the most relevant product.


  • Request your Support Site ID by completing the following webform HERE. Complete the required fields and select the appropriate value from the Additional Information drop-down.


 

Your Site ID will either be provided to you directly through this process or a case will be assigned to our Customer Care Team who will assist you further. 

Once you’ve obtained your Support Site ID, you can now proceed with registering on the Broadcom Support Portal. 

Follow these instructions to complete the registration process:

  • Create a Basic User Profile HERE.
  • Upgrade your Basic User Profile to gain full access to the Broadcom Support Portal HERE.

Once your profile has been successfully created, follow these instructions for using the case management system: 

  • How to Create and Manage Broadcom Support Cases HERE.

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