Broadcom Technical Support


Broadcom Technical Support and Assistance

 

Carahsoft has been named a Broadcom North America Commercial Aggregator. We look forward to supporting your licensing and technical support needs.

Contact us immediately at BroadcomSupport@carahsoft.com or 833.922.8300

 

REGISTER VIA BROADCOM SUPPORT
PORTAL TO ACCESS LICENSES

  • Access the Broadcom Support Portal registration page - How to Register Broadcom Account
  • After registering, click "Yes, I want to Build my Profile" and follow– How to Add First Site ID (This Enterprise Site ID will be important when requesting Support or when setting up your Broadcom Support Portal Account. Please take note of this number and provide it to others that will be using Broadcom systems. Complete the remainder of the registration form and you will gain access to all of your Account information, Download capabilities and Case Management options.)
  • If you have a new or additional Site ID, please follow – How to Add Additional Site IDs
  • If you have purchased a cloud product or service, we recommend that you self-subscribe to Broadcom’s Service Status portal which provides service availability, performance degradation and maintenance alerts using email, SMS, WebHook API and RSS/Atom feed.")
  • If this is your first purchase for SES Enterprise or SES Complete, only the email address associated with the order, i.e. “Technical Contact”, has initial access to your SES Cloud Console, i.e. “ICDm”. The Technical Contact should have received an invitation email from the ICDm after the order was processed.
  • If any issues arise when creating your Broadcom account, adding your Site ID, or you cannot reach the Broadcom Support Portal, contact Broadcom’s GCA team to assist – How to Contact GCA Team | How to Contact Customer Care

OPEN A SUPPORT TICKET

  • For steps with visual aid please follow – How to create a case with Partner Support (Carahsoft)
  • Visit Broadcom Support Portal
  • Login with your Broadcom account and Click the appropriate division tile in the upper-right
  • Click the My Cases tab
    • If all of your Broadcom Products & Services are supported by a single Support Partner click submit to be redirected to the appropriate Partner Wolken Case Management Portal where you can request support by clicking Create Request
    • If your Broadcom Products & Services are supported by multiple support providers (i.e. Broadcom Support and Partner Support) 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) where you can click Create Request
  • When creating a case, please provide the following information to expedite the troubleshooting process:
    • Contact Phone Number with extensions (preferably direct phone numbers):>
    • Product Name:
    • Installed Version(s):
    • OS:
    • Issue Description:
    • Start Date of Issue:
    • Number of Affected Devices:
    • Screenshots or Relevant Logs, if available:



CONTACTING TECHNICAL SUPPORT

  • Alternate methods to contact Technical Support:
  • If you are unable to create a case with our Support team, then please perform the following:
    • Contact Broadcom’s GCA team as they can only assist with case creation issues- How to Contact GCA Team | How to Contact Customer Care
    • In this event, you may contact our technical support team by phone or email for your technical issue and a case can be created when the non-technical issue has been resolved by Broadcom’s GCA team
  • When contacting Technical Support via email at BroadcomSupport@carahsoft.com, please provide the following information to expedite the troubleshooting process:
    • Support Site ID:
    • Contact Name:
    • Contact Email Address:
    • Contact Phone Number with extensions (preferably direct phone numbers):
    • Product Name:
    • Installed Version(s):
    • OS:
    • Issue Description:
    • Start Date of Issue:
    • Number of Affected Devices:
    • Screenshots or Relevant Logs, if available:
  • Is this an issue with your Broadcom Account, Creating a Case with Support, Your Entitlement, or Anything Related to the Broadcom Support Portal?