Hi
Fong Shek,
Sorry for the delay in my response.
New contract: As soon as the new contract is booked in our system, the ESD email with the site id will be sent to the customer. Every contract is associated to a unique site id and once the site id is generated, the users can add the site id to one's profile by following the
steps.
In case, if the start date of the contract/license is a furure date, then the product/license will show up on the support portal on the start date. It won't reflect immediately on the support portal. For example, the start date of the new contract or the license is 15th Dec 2020, then it will show up on 15th of Dec 2020. However, the user will recieve the license file via email prior to the start date.
Renewed contract: If the licenses are renwed in advance, their end date shall get updated on the support portal with the renewed end date once the renewal is processed. Example : A customer has a license running from 1st Jan., 2020 to 31st Dec., 2020. If they renew the license for a year on 15th December & if it got processed on the same day in the Broadcom system, it shall reflect the renewed end date on the support portal on the same day & the customer should be able to obtain the licenses via portal.
If you need any assitance, you can always contact our customer care team by using the
webform.
Hope this answers all your questions.
------------------------------
Regards,
Heena Tabassum
Customer Care Community Admin
Broadcom
------------------------------
Original Message:
Sent: 08-05-2020 06:13 AM
From: Fong Shek
Subject: Current flow for SEP licenses delivery
According to my understanding, one need to perform following steps in order to enable purchased Symantec Endpoint Protection (SEP) entitlement to be reflected at support port (support.broadcom.com).
1. Get Broadcom ID with email address associated with order (through Broadcom or reseller)
2. Logon to Broadcom support portal and select "Site Access Request" under the rightmost option "My Tools"
3. Fill in the required information "Support Site ID Access" tab and submit (site ID from Broadcom purchase receipt is must have information)
4. Wait for notice of grant
Please correct me if miss any step. Also hope Broadcom Symantec support can help to answer the following license related questions
1. For new users, when will the purchased item appear in portal ? Right after site access grant or need to wait "x days before the start day of contract" ? For the second case, what is the normal duration ?
2. For renewal users
Will the situation be the same as new users ? Since they already using SEP, if their operation required smooth transition and need to complete license renewal well before the start of the new one (said two weeks before the expiration date of current license), how can they achieve that business objective ? This is a concern if new license entry will only appear shortly (x days) before the begin date of new license.
I think both the customers and resellers will appreciate Broadcom's offer (of above scheduled early new license availability) even if the present way of delivery is not optimal yet. Clear notice on how Broadcom will handle this type of license request will greatly benefit her (fewer support calls), customers and resellers.
Thanks in advance.
FS