Broadcom Partner Support End-Customer Guide

Products

• Support Portal
• Global Customer Assistance

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.

Resolution

Create a Broadcom Support Portal Profile

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 upgraded your Broadcom Support Portal Profile, follow these steps to open up a support case. 

1. Navigate to the Broadcom Support Portal
2. Select "My Cases" from the left navigation menu
   
   
   
   
   
3. If all your Broadcom Products & Services are supported by a single Support Partner, then you'll receive the following pop-up message.
   
   
   
   
   
4. To raise a Technical Case with your partner click "Continue" from the pop-up window to be redirected to your Partners Wolken instance where you can obtain tier 1 / tier 2 support from your Support Partner.
   
   
   
   
   
5. To raise a Non-Technical Case with Broadcom (i.e. license keys, product downloads, site ID access, etc.) click "HERE" from the pop-up window to be redirected to Broadcom's Wolken instance. 
   
   IMPORTANT: Any of your Products & Services that are supported by a Partner will not appear in the Product drop-down menu from the Broadcom Wolken instance. Instead, to raise a Non-Technical Case with Broadcom Customer Care, select "Non-Technical" from the Issue Type drop-down and the appropriate product from the Product drop-down.
   
   
   
   
   
6. If your Broadcom Products & Services are supported by Multiple Support Providers (i.e. Broadcom Support and Partner Support), then you'll receive the following pop-up message.
   
   
   
   
   
7. To raise a Technical Case click the "Technical" button from the pop-up window to be redirected to the My Entitlements Portal. Click the Case bug icon next to the product you require assistance on and you will be redirected to the appropriate Wolken instance (Broadcom or Support Partner) where you can raise a support case. 
   
   
   
   
8. To raise a Non-Technical Case with Broadcom (i.e. license keys, product downloads, site ID access, etc.) click the "Non-Technical" button from the pop-up window to be redirected to Broadcom's Wolken instance. 

Additional Information

If you need any further assistance then please contact Broadcom Customer Care.