VMware Customer

Connect Migration Into

Broadcom Support
Portal (BSP)

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Background

VMware Customer Connect (CC) functions and users are migrated into Broadcom Support
Portal (BSP)
Starting May 6, 2024, BSP is used to manage VMware licenses and open support tickets,
among others
BSP has a completely different look and feel to CC, but provide similar functions
Broadcom manages user’s entitlements (products, licenses, support) using a concept called
Site ID. You may have multiple Site IDs based on your purchased products
It is essential for users to register themselves, and familiarize with this new portal

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Your Primary Concerns

Where are my How do I get VMware

licenses? support?
• Your licenses are mapped • Once you are aligned a
in your Site ID Site ID containing a
product, you can open a
case for that product

Due to the nature of data migration from VMware to Broadcom systems,

some Site IDs are not aligned correctly. These will be fixed by Broadcom
Customer Care team. Note that this team is different from (Technical)
Support team (refer to later slide for differences)

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Getting yourself setup in BSP

Ensure you have all Proceed with your

Register to BSP your entitlements desired activity in
(Site ID) BSP

At any time during this process, if you have an urgent

VMware technical support need, please open a case by
phone. Please refer to the phone number listed here:
https://support.broadcom.com/group/ecx/software-
contact-support

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Registering to BSP
Two Possible Flows of Registration

1. From Unique Link (Preferred) 2. Manual Registration

• Register Account • Create new account and align Site ID

• Check email for invitation link from Broadcom • Create a new account in BSP
• Follow unique link in the email to activate your • Obtain your Site ID
account in BSP
• Build Enterprise Profile using obtained Site ID

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1. From Unique Link (Preferred)
Register Account Process

Your invitation email from Broadcom should be titled “ACTION NEEDED: Migrate your VMware Support Account
to Broadcom”
Using the unique link in the email will bring you to a reset password screen. Set your password here. Next step will
have you set MFA. Once done, you will be in BSP and your name should be on the top right corner.
If your invite link has expired, or has been double clicked follow these instructions:
• Go to https://profile.broadcom.com/web/forgot-password

• Enter your email and captcha, a verification code will be sent to your mailbox

• Enter the verification code

• An email will be sent with subject Broadcom Portal Password Reset

• Use the link from the email to set password and be able to access BSP

Check in My Entitlements in BSP for your Site ID and licenses. If you see that you have no entitlements, or you are
missing entitlements, please refer to a later slide on requesting additional Site ID.

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2. Manual Registration
Create new account and align Site ID

Navigate to BSP and register for an account using your corporate email address, this should be the
same email you used for VMware Customer Connect. https://profile.broadcom.com/web/registration
Retrieve your Site ID by going to: https://support.broadcom.com/web/ecx/my-site-id. You may have
more than 1 Site ID depending on your products. This process may take some time.
Once inside BSP, build your profile to Enterprise, input Site ID that you obtain. Follow this KB:
https://knowledge.broadcom.com/external/article?articleId=142873
If you have multiple Site IDs, please add additional Site IDs following this process:
https://knowledge.broadcom.com/external/article/188869
Check in My Entitlements in BSP for your Site IDs and licenses. If you see that you have no
entitlements, or you are missing entitlements, please refer to a later slide on requesting additional Site
ID.

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Assign User Administrator
Optional, but highly recommended to do

A User Administrator has privilege to approve user registration process into a Site ID where it
has this role
When there is no User Administrator role present, tickets need to be opened to Broadcom
Customer Care to request Site ID access, resulting in potential delay
User Administrator role is important to ensure that new users can access your BSP Site ID
entitlements ASAP
Follow this process to set User Administrator role on at least one of your users:
https://knowledge.broadcom.com/external/article?articleId=142903
Generally, only users with the same domain email as the organization is approved to become
a User Administrator

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Requesting Site IDs for Missing Products/Licenses

If you find that you do not have

all your licenses/entitlements,
you need to request for more
Site IDs

Open a case to Customer Care

through this link and explain that
you are missing licenses and
would like to be mapped
additional Site IDs.
https://broadcomcms-
software.wolkenservicedesk.com
/web-form

Please enter information as

much as you can. See picture to
the right for example. You can
also include information such as
VMware EA Number, VMware
Order/Contract number, and so
on. Record your request Once you have your Site IDs, please add those Site IDs following this process:
Reference ID which will pop
up/appear after opening the
https://knowledge.broadcom.com/external/article/188869
case. If you need to escalate the process, dial in to Broadcom support for non-technical issue, and
tell them your Reference ID. Please check Broadcom contact number here:
https://support.broadcom.com/group/ecx/software-contact-support
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Opening a VMware Technical Support Ticket

You already have

Site IDs aligned • In BSP, click My Cases, then click on Create Case
• Refer to this KB for full process:
in “My https://knowledge.broadcom.com/external/article?articleId=142884

Entitlements”

You are still in the

process of getting
• In BSP, click on Contact Support, find the phone number for your country
Site ID, but have at the bottom of the page
https://support.broadcom.com/group/ecx/software-contact-support
an urgent • Dial in to request support by phone
Technical
Support need

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Differences between Customer Care and Support

Open a case to customer care through: Open a case to Support through BSP (or phone):
https://broadcomcms- https://knowledge.broadcom.com/external/article?articl
software.wolkenservicedesk.com/web-form eId=142884

For both, escalate requests by dialing in to Broadcom support number, please find the country
specific number here: https://support.broadcom.com/group/ecx/software-contact-support

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How do I do <Insert Activity> in BSP?

Please refer to:

New User Guide to BSP: https://knowledge.broadcom.com/external/article?articleId=145606

VMware to Broadcom Support FAQ:
https://knowledge.broadcom.com/external/article?articleNumber=278681

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FAQ

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FAQ

1. Where is the Broadcom Support Portal (BSP)?

Ans: https://support.broadcom.com/

2. How can I register into BSP?

Ans: You can either follow a unique link in an email you received from Broadcom, or you can create an account manually from the “Register” icon in BSP

3. What difference does the account registration above made?

Ans: With a unique link, you are already mapped a Site ID, and thus already an Enterprise User. With manual registration, you end up with a basic user. You will need to
find out your Site ID, and the do a “Build Profile” to become an Enterprise User. Note that due to the nature of the data migration, even with the unique link, you may be missing
entitlements. Please open case to Broadcom Customer Care to resolve this (See FAQ Q9)

4. What is a Site ID?

Ans: a Site ID is a unique identifier which maps you to a certain Broadcom products, licenses, and support. With Site ID you can download products and licenses, and
obtain support

5. How can I get my Site ID?

Ans: Follow the instructions here to obtain your Site ID. https://support.broadcom.com/web/ecx/my-site-id

6. How can I build my profile to become Enterprise User once I have my Site ID?

Ans: Follow the instructions here to build your profile: https://knowledge.broadcom.com/external/article/142873/

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FAQ

7. Once I know my Site IDs, how can I add them to my entitlement?

Ans: Follow the instructions here to add your Site IDs: https://knowledge.broadcom.com/external/article/188869

8. What is a User Administrator? How can I become one?

Ans: A User Administrator role is a Site ID level role with additional privileges to approve/reject Site ID access requests, or invite other users to the site ID. Having this role
to at least one of your Enterprise user will simplify user management. To elevate your user to User Administrator, follow instructions in this link:
https://knowledge.broadcom.com/external/article?articleId=142903

9. I am having problem with my account entitlements/licenses/access. Where can I get help?

Ans: Please open a ticket to Broadcom Customer Care using this link: https://broadcomcms-software.wolkenservicedesk.com/web-form. If you have a currently known
Site ID, please input it to expedite response (not mandatory). Please include details of your account, organization, and missing products. Please also include VMware EA number,
Sales/Contract number, or other identifying information if you have them. Do not forget to record your case Reference ID. You will need this to request escalation in urgent situations.

10. I have an urgent VMware technical support need, but I’m still in the process of getting my Site ID. What should I do?

Ans: Please dial in for phone support. Refer to https://support.broadcom.com/group/ecx/software-contact-support for the phone number of your country.

11. Where can I find additional information about the BSP such as user guide, how to download products, how to obtain license, and how to open cases?

Ans: Follow this link for the complete FAQ of VMware to Broadcom Support: https://knowledge.broadcom.com/external/article?articleNumber=278681, you can also refer
to the new user guide to BSP: https://knowledge.broadcom.com/external/article?articleId=145606

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