Broadcom’s Support Policy for Commercial Customers has Changed
Since Broadcom’s acquisition of VMware, the company’s support policy for commercial customers has undergone some changes. Previously, all SR (Service Request) requests were handled directly by VMware, but now commercial customers are managed differently based on their user group.
For commercial customers, SR requests are now handled through certified partners, and Broadcom provides support for these partners. This means that only 90% of the previous SR requests are still handled directly by Broadcom, while the remaining 10% are handled through the certified partner network.
The new support process for commercial customers involves the following steps:
1. SR requests are submitted through the partner’s website.
2. The partner reviews and handles the request, and if necessary, escalates it to Broadcom.
3. If the issue is not resolved at the L1 and L2 levels, the partner will escalate it to L3 level for further assistance.
4. If the issue is still unresolved, the partner will request support from Broadcom’s engineering team.
The Entitlement process has also been changed, and now includes the following steps:
1. Check if the contract is properly maintained.
2. Check if the issue is within the scope of the contract.
3. If the issue is not within the scope of the contract, it will be rejected.
4. If the issue is within the scope of the contract, the partner will proceed with troubleshooting and providing a solution.
It’s important to note that the support process for commercial customers has not changed significantly, and all SR requests are still submitted through the same website. The main difference is that certified partners are now responsible for handling certain types of requests, and Broadcom provides support for these partners.
If you have any questions or need further assistance, please contact:
* Strategic and Corporate customers: +82-70-7663-1208 (English)
* Commercial customers: 00798-862-0750 (Korean)
Please note that even if you are a Strategic or Corporate customer who has received direct support from Broadcom in the past, you can still receive support in Korean for VMC, vSphere, Aria, and NSX-related SR requests.