Logging a support case for Security Analytics

Products

• Security Analytics

Issue/Introduction

To ensure you log the case in the product proper queue and avoid potential delays, this article will provide some guidance on how to log a case with Broadcom Security products.

Prerequisites before you can log a support case through the portal:

• Create a Support Account at the online portal.  Go to support.broadcom.com, click "Login" on the top-right of the screen and either log in or register.
  Once you create your Broadcom support account, you will need your Site ID for the product you need help with.
• Associate your Site ID for your support contract with your account.  Once you have created your account and have a Site ID for your contract, associate that with your support account.  See the following article for information on this, either obtaining the Site ID or adding it to your account:

142873 - Obtain a Broadcom Support Site ID or upgrade a Broadcom account

Resolution

When you go to the support.broadcom.com support portal, you'll see a "Login" option on the top-right corner of the screen.  Log in to this portal:

Once you log in, you will see the support portal Dashboard:

Click on "My Cases" on the left side of the screen:

This will open your Case portal where you can see all your cases.  In this example, no cases have ever been created. If you have already logged cases, you'll see your list here and you can click on each case:

 

To open a new case, click on "Create Case" on the top-right corner of your My Cases portal:

Once you do this, you'll see the Create Case form.  Fill out the form to the best of your knowledge, but the most important item here is the "Product" field. The Product that you choose will determine which Symantec team gets the case.  

Choose "Security Analytics" and then fill out the rest of the information.

If your SiteID is expired or does not list Security Analytics (or any other Symantec products you would expect to see), please contact our Customer Care folks for further assistance.  

To contact customer care, see the following URL:  https://support.broadcom.com/contact-support.html

 

Important Note: If you have a Sev1/Production Down issue, please contact customer care for prompt assistance.  Cases logged in the support portal can be logged as Sev2 or lower priority only.

Severity Information Definitions:

1 - Emergency - System down or inoperative condition impacting a production environment. 
Do not log an online request--Please call us directly using one of the global contact numbers appropriate for your location on our "Contact Support" page

Please be aware that Severity 1 cases will be addressed 24x7 and must be created by telephone.  Severity 2 through Severity 4 cases are addressed during normal business hours,
based on the time the case is initially created, online or by telephone.

2 - Critical- Severe/high business impact condition potentially affecting a production environment.

3 - Issue with no major or low-impact condition

4 - Minor problem or question about usage.