Broadcom Software Broadcom Maintenance Policy Handbook

Support Terms

Broadcom

Software

Broadcom Maintenance Policy Handbook

Reference Manual

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

For more information, go to www.broadcom.com. All trademarks, trade names, service marks, and logos referenced

herein belong to their respective companies.

Broadcom reserves the right to make changes without further notice to any products or data herein to improve reliability,

function, or design. Information furnished by Broadcom is believed to be accurate and reliable. However, Broadcom does

not assume any liability arising out of the application or use of this information, nor the application or use of any product

or circuit described herein, neither does it convey any license under its patent rights nor the rights of others.

Broadcom
® 
Software Reference 
Manual 
Broadcom Maintenance Policy 
Handbook 
 

 
Table of Contents 
 
Chapter 1: Guiding Principles ............................................................................................................................ 5 
1 Purpose ..................................................................................................................................................... 5 
2 Out of Scope .............................................................................................................................................. 5 
Chapter 2: Policy ................................................................................................................................................. 6 
1 Maintenance Offerings ............................................................................................................................... 6 
1.1 Entry-Level Offerings ........................................................................................................................ 6 
1.1.1 Software Products (either Perpetual or Subscription Licensed) ................................................ 6 
1.1.2 Broadcom Supplied Hardware .................................................................................................. 6 
1.2 Partner Support ................................................................................................................................. 7 
2 Essential Support Terms and Conditions ................................................................................................... 7 
2.1 Customer Obligations ........................................................................................................................ 7 
2.2 General Inclusions ............................................................................................................................ 8 
2.3 Support Exclusions ........................................................................................................................... 8 
2.4 Essential Support Delivery ................................................................................................................ 9 
2.4.1 Technical Inquiries ................................................................................................................... 9 
2.4.2 Non-technical Inquiries ............................................................................................................. 9 
2.4.3 How to Report a Problem ......................................................................................................... 9 
2.4.4 Support Response Times ....................................................................................................... 10 
2.4.4.1 Assigning Severity Levels .............................................................................................. 10 
2.4.4.2 Continuous Efforts ......................................................................................................... 10 
2.5 Case Handling ................................................................................................................................ 11 
2.5.1 Opening a Case ..................................................................................................................... 11 
2.5.2 Information Required .............................................................................................................. 11 
2.5.3 Monitoring and Updating a Case ............................................................................................ 12 
2.5.4 Case Closure ......................................................................................................................... 12 
2.6 Support Resources ......................................................................................................................... 12 
2.6.1 Self-Service Options ............................................................................................................... 12 
2.6.2 Communities Forum ............................................................................................................... 12 
2.6.3 Diagnostic Tools ..................................................................................................................... 13 
2.6.4 Subscriptions .......................................................................................................................... 13 
2.6.5 Language Cover ..................................................................................................................... 13 
3 End-of-Service and End-of-Life Policy ..................................................................................................... 13 
4 Stabilization ............................................................................................................................................. 14 
5 Advanced Support ................................................................................................................................... 14 
5.1 Extended Support ........................................................................................................................... 14 
5.2 Designated Support Engineer (DSE) / Dedicated Technical Support Engineer (DTSE) ................... 14 
5.3 Support Account Manager (SAM) .................................................................................................... 14 

Broadcom
® 
Software Reference 
Manual 
Broadcom Maintenance Policy 
Handbook 
 
4 
 
2.5.4 Technical Adoption Manager (TAM) ................................................................................................ 14 
2.5.5 Resident .......................................................................................................................................... 15 
2.6 Hardware Support Requirements and Restrictions .................................................................................. 15 
2.6.1 Same Service Level Required ......................................................................................................... 15 
2.6.2 Same Maintenance Term ................................................................................................................ 15 
2.6.3 Software Updates............................................................................................................................ 15 
2.6.4 Hardware Inspection ....................................................................................................................... 15 
2.6.5 Site and Service Level Validation Approval ..................................................................................... 15 
2.6.6 Installed Location Address Change ................................................................................................. 16 
2.6.7 Hardware Replacement .................................................................................................................. 16 
2.6.8 Hardware Returns ........................................................................................................................... 16 
2.7 Access to Maintenance Benefits .............................................................................................................. 16 
Chapter 3: Additional Terms ............................................................................................................................. 17 
3.1 Confidential Information ........................................................................................................................... 17 
3.2 Export Regulations .................................................................................................................................. 17 
3.3 Processing Personal Data ....................................................................................................................... 17 
3.4 General Terms ......................................................................................................................................... 17 
Revision History ................................................................................................................................................ 18 
Maint-HB-RM107; May 5, 2024 ................................................................................................................ 18 
Maint-HB-RM106; July 7, 2021 ................................................................................................................ 18 
Maint-HB-RM105; April 26, 2021 ............................................................................................................. 18 
Maint-HB-RM104; March 5, 2021 ............................................................................................................. 18 
Maint-HB-RM103; October 30, 2020 ........................................................................................................ 18 
Maint-HB-RM102; August 24, 2020 ......................................................................................................... 18 
Maint-HB-RM101; July 22, 2020 .............................................................................................................. 18 
Maint-HB-RM100; July 2, 2020 ................................................................................................................ 18 

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

Chapter 1: Guiding Principles

1.1 Purpose

Maintenance is designed to protect and maximize a customer’s investment in Broadcom

products. This policy handbook

sets forth guidelines for engaging with Broadcom and describes Broadcom policies relating to the new purchase and

renewal of entry-level maintenance offerings for the following Broadcom offerings:

■ On-premises software (both perpetual and subscription licensing including ancillary Broadcom supplied

hardware)

■ On-demand software (SaaS)

The term “maintenance” refers to deliverables and activities within Broadcom’s entry-level maintenance offerings, whether

these were obtained as part of the Maintenance Offering associated with a perpetual license or as part of the support

associated with a Subscription license..

All policies referred to herein are applicable globally, and to all Broadcom Enterprise Software customers.

Customers with questions related to any aspect of a Broadcom policy should contact their reseller, Broadcom sales

representative, or Broadcom customer assistance.

1.2 Out of Scope

This policy does not apply to:

■ Software products acquired by Broadcom pursuant to an acquisition of a company or product line are not included

until such time as the products from such merger and acquisition are designated by Broadcom to be covered by this

policy, by offering standard Broadcom maintenance/support offerings for such products.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

Chapter 2: Policy

2.1 Maintenance Offerings

This section describes Broadcom’s maintenance offerings and the policies related to accessing and using these offerings.

2.1.1 Entry-Level Offerings

Broadcom provides a range of entry-level maintenance offerings for its software, SaaS and hardware products.

2.1.1.1 Software Products (either Perpetual or Subscription Licensed)

Maintenance includes the following deliverables as standard for the maintenance term (if a perpetual license) or

subscription term (if a subscription license):

■ Essential Support

■ Operational Assistance

■ Security content updates (for products that require such updates)

■ Version upgrades

■ Product updates (patches, enhancements, fixes)

■ Alternative or replacement products that Broadcom may include as part of maintenance

■ Documentation

■ Self-Service Support (Customer Support Portal)

An active Maintenance or Subscription Contract is required on an ongoing basis and must be renewed for software

products to enable a customer to access content updates for optimal real time functionality.

Broadcom makes available Essential Support during the Maintenance and Subscription terms for all Generally Available

Versions and Releases of software that Broadcom has not designated as End of Service ("EOS") or End of Life ("EOL").

Maintenance or Subscription support purchased or renewed for one license entitlement cannot be used to support a

different license entitlement. If a customer applies any patches, enhancements, fixes, upgrades or tools to an

unsupported license entitlement, this is a breach of Broadcom's intellectual property rights.

Maintenance and Subscription support cannot be purchased for less than 12-month term.

2.1.1.2 Broadcom Supplied Hardware

Broadcom’s entry-level Hardware Support provides a comprehensive set of support options designed to meet customer

hardware needs. All options (Standard, Standard Plus, Advanced, Premium Plus, and Software Support) include the

following:

■ 24x7 technical support either by phone and online

■ Online resources (Customer Support Portal)

■ Major, minor and maintenance releases of operating system software

■ Hardware replacement services per the purchased Hardware Support option:

– Standard: Return to Factory (RTF)

– Standard Plus: Same Day Shipment (SDS)

– Advanced: Next Business Day Delivery (NBD)

Broadcom
® 
Software Reference 
Manual 
Broadcom Maintenance Policy 
Handbook 
 
7 
 
–  Onsite Advanced: Next Business Day Delivery with Onsite Technician (NBD Onsite) 
–  Premium Plus: 4 Hour Arrival, 7 Days a Week (24x7x4hrs) 
–  Onsite Premium Plus: 4 Hour Arrival, 7 Days a Week with Onsite Technician (24x7x4hrs Onsite) A corresponding 
hardware support option must be ordered at time of product purchase. Hardware support options can be 
purchased using the desired Service Level SKU. Onsite support is not available for all locations, the request will be 
evaluated at purchase to confirm if the installed location has the onsite support option available. 
Broadcom requires that Broadcom sourced equipment of the same product type located at a customer site, and operating 
under the same operational requirements, (for example, equipment in production, equipment in a lab/test environment, and 
so on), is covered under the same hardware support level. The level of support being renewed must match the original 
support contracted. 
For equipment where the hardware support level already in place at a customer site is not offered as an available option, 
the available support option closest to the level already under contract must be chosen. All hardware support options are 
not available for all equipment. Refer to the Hardware Support: Option Availability by Product document. Broadcom will 
only provide support for hardware product(s) under a hardware support contract as identified by the serial number. 
 
2.1.2  Partner Support 
For certain Broadcom products, customers may have obtained Broadcom maintenance from Broadcom Authorized 
Partners and not directly from Broadcom. The Broadcom partner programs allows some partners with an existing 
technical support infrastructure and service business model to team up with Broadcom’s Global Support Centers (GSCs) 
to offer technical support to end user Customers (End Users). Such providers must be certified by Broadcom, and are 
expected to invest in the necessary tools, training and certifications. 
 
2.2  Essential Support Terms and Conditions 
The following terms and conditions apply for Essential Support. 
 
2.2.1  Customer Obligations 
 
Eligibility: To remain eligible for Essential Support, you must (i) have a current Maintenance or Subscription agreement, 
(ii) be using a currently supported version of the Broadcom Offering, and (iii) install the Broadcom Offering in a supported 
configuration in accordance with the Broadcom supplied Offering documentation. Broadcom cannot provide Essential 
Support if you do not notify Broadcom of a problem during the maintenance term. 
 
Communications: You agree to receive communications from Broadcom via email, telephone, and other formats, 
regarding Essential Support (such as communications concerning support coverage, errors or other technical issues, 
availability of new releases of the Service Offering or components related to the Broadcom Offering, release notes, 
recommendations and training options). 
 
Technical Data: You shall provide reasonable assistance to Broadcom when receiving Essential Support, which may 
include providing data from the solution, or such other information as may be reasonably required by Broadcom to provide 
Essential Support. 
 
Technical Contacts: Your technical contacts must be knowledgeable about the product and your environment, in order to 
work with Broadcom to analyze and work on support cases. If after reasonable efforts, your technical contacts are unable to 
diagnose or resolve the errors, they may contact Broadcom for technical support via phone or web. Your technical contacts 
are responsible for engaging Broadcom Technical Support and monitoring the resolution of all support requests and 
escalated support cases. 
Supported Configuration: You shall operate the solution in an environment that solely consists of supported operating 

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

systems, hardware platforms, software solutions and applications, firmware levels, databases, devices, device drivers, and

Broadcom custom-developed scripts and other configuration elements, as defined in your documentation, or that Broadcom

has otherwise approved in writing, as working in conjunction with and/or supporting the Broadcom Offering.

Data and Recovery: With regard to on premise offerings, you are solely responsible for management of your data back-up,

data recovery, and disaster recovery measures. Broadcom will not be responsible or held liable for your internal processes

and procedures to ensure the protection, loss, confidentiality, or security of your data or information. You will maintain an

unmodified copy of all Broadcom Software and all related documentation, archival files and configuration files necessary to

reinstall, reconfigure, or reconstruct any lost, altered or damaged solution. Broadcom and its authorized service

representatives will not be liable for any claims and liabilities relating to or arising from a failure of a customer to comply

with these requirements.

2.2.2 General Inclusions

Essential Support includes:

■ Chat, telephone and online access to technical support, where available*,

■ Ability to submit new incidents 24x7x365,

■ 24x7x365 continuous support for Severity 1 incidents,

■ 24x7x365 access to Broadcom Support Portal, and

■ Interactive remote diagnostic support.

* Subject to compliance with local legal requirements, and as permitted, telephone calls may be monitored and used by

Broadcom Support for training purposes.

Broadcom provides Essential Support to address problems where a offering does not substantially conform to its

documentation when used in accordance with its documentation and in a supported configuration. Broadcom reserves the

right to decide how a resolution may be delivered and in what time frame. If you report a problem and demonstrate a non-

conformance with the offering documentation that can be duplicated by Broadcom and that is not addressed by a software

update, Broadcom will aim to resolve such non-conformance. Such resolution may include a workaround or other

temporary or permanent fix. In some cases, a workaround is the final resolution. Broadcom does not represent or warrant

that all non-conformities of the offering will be corrected. Broadcom reserves the right to incorporate any resolutions

provided to you into future versions of the offering, in its sole discretion.

Broadcom shall make available from time to time through the Customer Support Portal, at no charge to you,

documentation and other resources as Broadcom determines, as well as succeeding revisions designed to enable you to

install, maintain and operate the offering, as made generally available and provided by Broadcom. You will receive

access to Broadcom’s knowledge base on the Customer Support Portal to enable you to perform technical self-service for

commonly known problems and fixes to correct such problems. The knowledge base may include technical bulletins,

management tools and such other information as Broadcom provides from time to time, in its sole discretion.

All Essential Support will be provided in accordance with the processes set forth on the Customer Support Portal, including

without limitation, the valid submission of cases, priority rules, information and assistance required, escalation paths,

workarounds, and such other processes and information as Broadcom requires to perform the Essential Support. Please

note that each problem must be represented by a unique support case.

Broadcom is not responsible for any delay or inability to provide Essential Support due to delays you cause or which are

caused by network, system or telephone line problems, or by outages, including, but not limited to, power failure or surge,

unsuitable physical or operating environment, improper maintenance by you or others, or failure caused by components or

technology that Broadcom did not supply, or denials of service or any events outside of Broadcom’s reasonable control.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

2.2.3 Support Exclusions

The scope of the Essential Support is expressly included in this Handbook. Any other support is deemed excluded. Without

limiting the foregoing, you shall not receive Essential Support:

■ For execution of product upgrades, installation, configuration, or implementation of any Broadcom products.

■ For offerings not purchased through Broadcom or an authorized reseller.

■ For offerings maintained or repaired by anyone other than Broadcom personnel or Broadcom authorized

representatives.

■ For a problem if you failed to notify Broadcom of the problem during the maintenance term.

■ For any third-party products not provided by Broadcom, including but not limited to, installation, configuration and

maintenance of third-party products and interoperability of Broadcom offerings with third-party applications, or other

services.

■ To the extent you obtained non-Broadcom technical support through a third party provider.

■ Which in the reasonable opinion of Broadcom is necessitated because the offering: (i) has been subject to deliberate

act, accident, neglect or misuse, modification, improper programming, power failure or surge, unsuitable physical or

operation environment or other than normal use or causes; (ii) utilizes workarounds, components or technology not

provided by Broadcom; (iii) is used in a configuration which does not support such offering; or in an environment that

is not approved for use with the offering, or in which Broadcom has not verified that the offering will operate; or where

the offering has been tested and is known not to work, or work with limited functionality; or (iv) has not been used and

maintained in accordance with the documentation, or deviates from any recommended or required operating

procedures.

■ In the form of solution training, security solutions enablement, security advisory, managed security or

implementation services or the like, and which are available for separate purchase; unless Broadcom deems such

work to be necessary to resolve a specific case.

2.2.4 Essential Support Delivery

Methods of support delivery are described in the following sections.

2.2.4.1 Technical Inquiries

24x7 continuous support is available for eligible customers for severity 1 problems only. Lower severity issues are

addressed during normal business hours.

2.2.4.2 Non-technical Inquiries

Customers may phone Broadcom during regional business hours or log a non-technical case 24x7 through the Customer

Support Portal.

2.2.4.3 How to Report a Problem

■ Severity 1 problems may be logged by chat, telephone, or the Customer Support Portal, where available.

■ Severity 2, 3, and 4 problems can be logged through the Customer Support Portal.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

2.2.4.4 Support Response Times

While problems of all severities may be logged on a 24x7 basis, case-handling priority is given to severity 1 problems.

Lower ranked severities are addressed within regional business hours. Depending on the time of the day a problem is

logged therefore, a response may not be provided until the next regional business day.

Problem

Severity

Severity Level Definitions

Initial Call Service Level

Objective

Severity 1

A problem has occurred where no workaround is immediately

available in one of the following situations: (i) your production server

or other mission-critical system is down or has had a substantial loss

of service; or (ii) a substantial portion of your mission-critical data is

at a significant risk of loss or corruption.

30 Minutes

Severity 2

A problem has occurred where a major functionality is severely

impaired. Your operations can continue in a restricted fashion,

although long-term productivity might be adversely affected.

2 Business Hours

Severity 3

A problem has occurred with a limited adverse effect on your

business operations.

4 Business Hours

Severity 4

A problem where your business operations have not been

adversely affected.

8 Business Hours

2.2.4.4.1 Assigning Severity Levels

As a designated contact, you are responsible for determining the initial severity level of each problem you log with us. The

severity level reflects your assessment of the potential adverse impact to your business and needs to match the definitions

described above.

If we determine that the severity level assigned to your case does not align with our definitions, we will re-categorize it to

reflect those definitions. As your case progresses, the seriousness of your problem may change and may no longer match

the initial severity level you assigned. In such cases, we will also reclassify your case, to reflect our definitions, and will

handle your case in accordance with the corrected severity level.

2.2.4.4.2 Continuous Efforts

Eligible customers may request that Broadcom provides “continuous efforts” to work on a severity level 1 case. Continuous

efforts means that our technical support personnel will provide uninterrupted efforts 24 hours a day including weekends

and holidays to address a severity 1 case.

If you request continuous efforts, our ability to provide such continuous efforts will depend on the availability of your

designated contact to continue problem resolution. If you do not request continuous efforts, or if your designated contact

is not available to help us, work on your case will stop at the end of your regional business hours and resume at the start

of the next business day for your region. Continuous efforts will generally be performed in English outside of regional

business hours regardless of any specific local language support which may have occurred.

NOTE: Our initial efforts will focus on making your Broadcom offering operational, and there may be temporary

degradation in performance while we continue to work to address your problem. Continuous efforts apply

to severity 1 problems only.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

2.2.5 Case Handling

If you identify a problem with your offering, you should contact us through the Customer Support Portal, chat, or phone

where available (severity 1 cases only) to open a technical support case as described in Section 2.2.4, Essential Support

Delivery above. Once verified as eligible for technical support, you will need to provide us with all relevant diagnostic

information that we may require to replicate or address your problem—such as product or system information, log files,

configuration information, error messages, and details about your releases or software version upgrades installed.

You will need to initiate a separate case for each problem, and we will assign a unique case identification number (case

number) to each case in our global tracking system.

2.2.5.1 Opening a Case

When you wish to open a case, you are required to provide your Broadcom support ID or serial number. One of our

technical support engineers (TSEs) will prompt you for additional information about the problem you are reporting.

Broadcom uses this information to categorize your case and route it to the appropriate support staff to address the problem.

Your case will be logged in our technical services case tracking system, at the severity level indicated by you and you will

be provided a case number. You will need to use this case number in all future interactions with us about that case.

2.2.5.2 Information Required

■ Provide us with the following information when reporting a problem and ensure you have direct access to the

systems you need us to troubleshoot:

– Your identity

– Your Broadcom support ID (the unique set of letters or numbers assigned at the time of purchase)

– Company name, contact information, and location

– Confirmation that you are a designated contact for the Broadcom product in question

– Name, email address, phone and extension, or pager number

– A concise summary of the problem you are experiencing:

● Product information

● System type and operating system/version

● Software or hardware serial numbers

● Network and RDBMS platform

● System configuration

● Software revision levels

● Node ID/Host ID (if applicable)

– Event and process Information:

● Logs

● Traces

● Screen dumps

– Severity level: See Section 2.2.4.4.1, Assigning Severity Levels and assign a severity level for your problem.

■ Through the Broadcom Enterprise Customer Support Portal (severity 2, 3, 4 problems): When you log a case

through the Broadcom Enterprise Customer Support Portal, you will need to follow this basic three step workflow:

– Select a product

– Provide details

– Submit the case

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

2.2.5.3 Monitoring and Updating a Case

The TSE managing your case will update you on your case’s status and maintain a current plan of action. You are able to

monitor the status of the case and interact with the assigned TSE through the Customer Support Portal.

If you need to contact technical support regarding an open case, you will need to provide your case number. You may also

update your open support case or raise a case concern through Customer Support Portal.

2.2.5.4 Case Closure

We will close a case under the following circumstances:

1. We have provided a solution that addresses your problem

2. You have told us that you no longer need us to work on the problem

3. We both agree to close the case

4. We have repeatedly tried to contact you about your problem and you do not respond

5. We make a good faith determination that the problem is likely not resolvable even with the investment of reasonable

time and resources

6. We determine that your product is operating materially in accordance with its documentation.

7. We have explained that we may consider addressing your problem in a future release

8. We feel the problem is not caused by the Broadcom offering

9. A workaround mitigates the problem

If you still need assistance on the same problem after we have closed a case, you may open a new case, which we will

cross- reference with your original case.

2.2.6 Support Resources

Broadcom offers extensive support resources.

2.2.6.1 Self-Service Options

■ Customer Support Portal: Your online resource for all enterprise technical support-related needs and non-technical

inquiries. First-time users will need to create an account. Once logged on you can search our technical support

knowledge base, or create, submit, track, manage, and close technical support cases. Learn how to log a support

case.

■ Knowledge Base: Search our technical support knowledge base to find solutions and perform self-help.

■ Documentation: Access product documentation including user guides, release notes, and technical briefs.

2.2.6.2 Communities Forum

Broadcom Connect Community: Use the Broadcom Community forum on a 24x7x365 basis, to meet other customers to

collaborate, learn and share best practices, network, and stay up to date on the latest Broadcom products. By joining a

group in the Broadcom Community, you have the ability to engage in online conversations with users and stay up to date

on current news and events.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

2.2.6.3 Diagnostic Tools

Symantec Diagnostic tool (SymDiag): SymDiag is a multi-product, multi-language diagnostic, and security analysis utility.

SymDiag is designed to provide self-help support for Symantec software technical issues, zero-day threat analysis, best

practice recommendations, and proactive services to customers. If further assistance is needed, SymDiag lowers customer

effort and increases support efficiency by providing automated data gathering and support case submission.

VMware Skyline: Skyline is a self-service private and hybrid cloud offering that proactively identifies potential issues and

provides resolution guidance. Skyline will help you avoid problems before they occur and reduce support request time to

resolution.

2.2.6.4 Subscriptions

■ Notifications: Broadcom support alerts are subscription-based, allowing customers to subscribe and unsubscribe at any

time to bulletins about any Broadcom offering. Available alerts generally include the following but may vary slightly from

product to product:

– Hot fixes

– Maintenance packs

– Major and minor releases

– New products

– General support topics: A notification is sent for general topics such as version support policies for products,

the introduction of new services, and changes to existing services.

■ Broadcom Service Status: Subscribe to incident and maintenance notices for your Broadcom cloud service.

2.2.6.5 Language Cover

Broadcom provides technical support in English. We will use commercially reasonable efforts to provide non-English

language support during regional business hours, subject to our having available resources. For more information, refer to

the list of global contact numbers.

2.3 End-of-Service and End-of-Life Policy

End of Service (EoS) refers to the discontinuation of a version of a Broadcom Offering while End of Life (EoL) refers to the

discontinuation of a Broadcom Offering.

Broadcom may, at its sole discretion, decide to retire any Broadcom Offering from time to time. Broadcom has no obligation

to provide Support Services for any Broadcom Offering (or a version thereof) after the published date for the End of Life (or

the version End of Service).

Broadcom declares EoS and EoL when it determines that it will no longer:

■ Sell or renew the offering,

■ Provide operational or technical support, or

■ Develop and provide new enhancements, features, upgrades, service packs, and fixes for the offering,

including:

– A version or release of the offering.

– A particular operating system, platform, application, or database for the designated offering.

When a Broadcom Offering has been designated as EoS or EoL, previously published service packs and fixes will continue

to be available as part of self-service support for the duration of your remaining agreed-upon Maintenance term or

Subscription Support term.

Broadcom will make reasonable efforts to provide you with a minimum of a twelve (12) month notice prior to the EoS or

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

EoL date of a Broadcom offering or a specific version or release. As available, notifications of a Broadcom offering’s status

may include upgrade path information. When organizations are running Broadcom offerings that are subject to an EoS or

EoL notice, Broadcom strongly encourages these customers to upgrade to a GA version or release on or prior to the EoS

or EoL date. EoL notifications may include information regarding options for migrating to an alternative or replacement

offering from Broadcom, if such options are available. An alternate or replacement Broadcom offering may provide similar

or, in some cases, enhanced functionality.

2.4 Stabilization

Stabilization refers to the process of ending new enhancements, versions, releases, development, or service packs, but

other operational and technical support features remain in effect. The features and functionality of a stabilized offering are

frozen at the current version or release level.

Customers will receive notification when a Broadcom offering becomes stabilized. The notification may also include

information regarding options for migrating to an alternate or replacement Broadcom offering, if such options are available.

An alternate or replacement Broadcom software may provide similar or, in some cases, enhanced functionality.

2.5 Advanced Support

For customers who require a more advanced level of support, Broadcom provides Advanced Support offerings. The focus

is on timely, and accurate issue resolution by placing a product or product family expert at the center of the customer’s

tailored support experience.

2.5.1 Extended Support

Extended Support gives your organization the flexibility to continue to use Broadcom Software products that reach End of

Service (EOS) or End of Life (EOL), and still receive the support you need as you work toward upgrading to a GA

version/product. Extended Support may not be available for some Broadcom Offerings, with Broadcom deciding

upon the availability of Extended Support from time to time.

2.5.2 Designated Support Engineer (DSE) / Dedicated Technical Support Engineer

(DTSE)

For a specific product offering, the Designated Support Engineer or Dedicated Technical Support Engineer provides

technical support, delivers case reviews, oversees environment health checks, and provides proactive services such as

knowledge sharing, life cycle planning and feature optimization.

2.5.3 Support Account Manager (SAM)

For a specific product division, the Support Account Manager provides you with support experts who become

familiar with your teams, use cases, and environment to deliver holistic oversight of your overall support

experience including critical support management, assistance, guidance, and recommendations.

2.5.4 Technical Adoption Manager (TAM)

For a specific product division, the Technical Adoption Manager ingrains a solution expert alongside your teams

to assist in identifying your business and IT outcomes along with recommendations for technical capabilities and

activities needed to support success.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

2.5.5 Resident

For a specific product offering, the Resident solution expert provides support advice, proactive planning, and risk

management alongside your teams.

2.6 Hardware Support Requirements and Restrictions

Subject to these support terms, Broadcom will provide technical support for hardware offerings under current

maintenance at the service level purchased. Broadcom only provides support for hardware purchased through an official

Broadcom channel. Broadcom will not provide support nor make any support contracts available for any equipment

purchased through a distribution channel not authorized by Broadcom. Broadcom provides a limited, non-transferable

warranty for its hardware products. Broadcom may, in its sole discretion, provide you with diagnostic documentation,

spare parts, tools, test equipment, and other material used in performing technical support. All such items remain the sole

and exclusive property of Broadcom. Broadcom grants no license, title, or interest in or to such items. You must

immediately return such items to Broadcom upon request or, at Broadcom’s option, grant immediate access to and

facilitate Broadcom’s recovery of such items.

2.6.1 Same Service Level Required

Hardware of the same type located at an installed location must be covered by the same service level. You must have both

the chassis and all associated components covered under the same maintenance option.

2.6.2 Same Maintenance Term

If hardware is running a subscription of certain software, then the maintenance term for the hardware must be for the same

dates as the maintenance term for the software.

2.6.3 Software Updates

You may only upload software updates onto hardware if you have current maintenance for the hardware at the time of

installation of the software updates.

2.6.4 Hardware Inspection

Upon prior notice, Broadcom may conduct an onsite, physical, certification inspection before the start of any technical

support delivery, under these support terms, to determine whether the hardware is in good operating condition when: (i)

maintenance has lapsed for six (6) months or more and you request to reinstate maintenance for the hardware, or (ii) you

did not purchase maintenance when you licensed or purchased the hardware and more than twelve (12) months have

lapsed. If Broadcom determines after such inspection that the hardware needs repair due to your failure to adequately

maintain the hardware, Broadcom will work with your selected reseller to provide you with an estimate for repair. An

inspection certification charge will be applied and invoiced by the reseller at Broadcom’s then-current rate for consulting

services, and travel and other expenses will be additional. Any costs associated with the hardware inspection are non-

refundable.

2.6.5 Site and Service Level Validation Approval

Certain maintenance options may not be available at certain installed locations; and service level options may vary

between locations or by hardware type. To confirm that Broadcom can provide the maintenance options and service

levels at the applicable installed location, a review by Broadcom to determine Broadcom’s ability to meet hardware

delivery times at your location for the hardware and applicable service level (Site Validation Approval) may be required if

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

not already pre-approved by Broadcom prior to the acceptance of a maintenance order or a case. All service level

commitments that include guaranteed expedited delivery times must be approved by Broadcom prior to entering into a

contract for such service level options.

2.6.6 Installed Location Address Change

You must notify Broadcom in writing of any physical moves of hardware to a new location no less than ten (10) days in

advance of the move. You must ensure Broadcom has accurate installed location address information for hardware

covered by maintenance. Each change in hardware locations may require a new Site Validation Approval and may result

in modifications to the service level available. Failure to provide accurate installed location(s) information may result in

additional charges to provide technical support and delayed delivery times.

2.6.7 Hardware Replacement

Defective hardware will be replaced according to the terms of Broadcom’s hardware warranty and/or your offering’s

maintenance service level, as applicable. All defective hardware and parts replaced by Broadcom will become the

property of Broadcom.

2.6.8 Hardware Returns

You are responsible for hardware returns according to Broadcom’s Return Merchandise Authorization (RMA) policy and

process located at https:// support.broadcom.com/external/content/release-announcements/CA-Support-Policies/6933.

Broadcom reserves the right to charge you for any defective hardware that is not received at Broadcom’s specified return

location within ten (10) business days of your receipt of the replacement hardware. If crossing international borders, proof

of shipment is sufficient for proof of return. Your failure to return hardware promptly under these support terms will result

in the suspension of technical support by Broadcom. Any suspension, for any reason, will not extend the maintenance

term. Prior to returning any hardware to Broadcom, you must completely erase all of your confidential or privacy related

information from any storage media. Notwithstanding anything to the contrary, you shall indemnify and hold Broadcom

harmless from any claim, loss, cost, expense, demand, or damage, including reasonable attorneys' fees, arising from

your non-compliance with this provision.

2.7 Access to Maintenance Benefits

Customers must have current Maintenance or Subscription entitlement in order to access maintenance or support

benefits including content updates, software version upgrades and technical support, both by phone and online; and in

the case of hardware, hardware replacement/ repair, and operating system upgrades.

If renewal is not completed prior to expiration of the Maintenance or Subscription term, customers have no further

entitlement to, and may not access any maintenance or support deliverables beyond the expiration date of the Maintenance

or Subscription term.

Customers are reminded that use of Broadcom offerings is pursuant to a signed agreement or if no signed agreement, then

the end user agreement published at www.broadcom.com/company/legal/licensing.

View related policies and maintenance documentation at support.broadcom.com.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

Chapter 3: Additional Terms

3.1 Confidential Information

For purposes of these support terms, “confidential information” means the non-public information, provided that such

information is: (a) identified or marked as confidential at the time of disclosure, or (b) if the initial disclosure is not in

written or other tangible form, the confidential information will be so identified at the time of disclosure and reduced to

written or other tangible form, appropriately marked and submitted as soon as reasonably practicable thereafter, but no

later than thirty (30) days after disclosure. Confidential information of Broadcom shall include product architecture,

product research and development plans, non-public financial data and roadmaps, whether marked as confidential or not.

Broadcom or the Customer may use the confidential information that it receives from the other party solely for the

purpose of performing activities contemplated under these support terms. The confidential information is otherwise

treated as Confidential Information pursuant to the terms of the Agreement under which the Customer is receiving the

applicable Maintenance or Subscription Support Offering.

3.2 Export Regulations

Customer acknowledges that the technical support is subject to control under U.S. law, including the Export

Administration Regulations and agrees to comply with all applicable import and export laws and regulations. Customer

agrees that the technical support (including documentation and technical advice) will not be exported, re-exported or

transferred in violation of U.S. law or used for any purpose connected with chemical, biological or nuclear weapons or

missile applications, nor be transferred or resold, if customer has knowledge or reason to know that the Broadcom

Offering(s) are intended or likely to be used for such purpose.

3.3 Processing Personal Data

You acknowledge and agree that Broadcom will collect and process personal data as part of the provision, and your use, of

the technical support pursuant to the Broadcom Global Privacy Statement (www.broadcom.com/company/legal/ privacy).

To the extent that the processing activities involved in the provision and/or your use of the technical support are subject to

the EU Data Protection Legislation, then the relevant product transparency notice(s) and, where applicable, the Data

Processing Addendum, made available at www.broadcom.com/company/legal/privacy shall also apply.

3.4 General Terms

Broadcom reserves the right and you consent to Broadcom’s use of subcontractors to provide Maintenance, Subscription,

and Advanced Support Offerings. Broadcom reserves the right to modify, amend or withdraw any of its technical support

without notice prior to the end of the then-current Maintenance or Subscription term, provided that such change shall not

materially impact the scope of technical support under these support terms. The section headings in these support terms

are for convenience of reference only and shall in no way affect interpretation of these support terms.

Broadcom

Software Reference

Manual

Broadcom Maintenance Policy

Handbook

Revision History

Maint-HB-RM107; May 5, 2024

■ General Terms

■ General Inclusions

■ Support Response Times

■ Advanced Support

Maint-HB-RM106; July 7, 2021

■ Template updates.

Maint-HB-RM105; April 26, 2021

■ Designated Support Engineer Offering

Maint-HB-RM104; March 5, 2021

■ Advanced Support

Maint-HB-RM103; October 30, 2020

■ Not in Scope

■ Software Products (Perpetually Licensed and Subscription)

■ General Support

■ Essential Support Delivery

■ Case Handling

■ Advanced Support

Maint-HB-RM102; August 24, 2020

■ Stabilization

Maint-HB-RM101; July 22, 2020

■ Hardware Support Requirements and Restrictions

■ Hardware Returns

Maint-HB-RM100; July 2, 2020

■ Initial document release.