Updates for week of 01/06:
• Orders placed prior to their billing date will be marked as pending and will not be invoiced until their contract date.
Previous Updates:
• Symantec entitlements are being extended until January 31st to allow additional processing time. Customers who were not able to renew on time will not experience a disruption and surcharges will not be applied for late renewals.
• Broadcom is honoring renewal incumbency. The renewals have been aligned to the incumbent partner, but in some cases the reseller information was missing. If that happens, Broadcom will need to clone the quote and update with the proper pricing.
• All Symantec partner Trial/POC/NFR's/Cloud/Appliances software will be suspended temporarily due to Broadcom system integration.
• If a customer has not received their e-fulfillment letter after 1 day, please send the sales order # (without SO # , no action can be taken) with a request to the following; customerbusinessops@symantec.com
• If a partner is having issues accessing partner learning links, the Partner should register online and choose the Partner option, once they are approved (partner e-mail address checked with the Approved Partner Account list) they will have access to the Partner Portal and they should be setup correctly in the LMS. If they are still having issues, they can contact 1-800-225-5224 and the Customer Care team can assist with the registration or connecting them with the Education or Partner team to get further assistance.
• If partners have access to the Broadcom Partner Portal, but are having access issues with eStore the partner can contact estoreaccess.pdl@broadcom.com for assistance with access.
• Deal Registrations will remain active for 6-month period vs 90 days.
• If partners are having issues registering for the Broadcom Partner Portal, the Customer Care team can assist with the Partners getting the Additional Site Access to make them enterprise customers. They can call into 1-800-225-5224 and choose the Customer Care option or access MySymantec
• The Symantec SOS program has moved to a call back model. Details are described in this message from Art Gilliland posted to the Broadcom Partner Portal, click on the Symantec Security Partner Portal where we have posted the SOS Resource Document.
• Broadcom will be pursuing a consolidation of SKU's and a formal notification will be forthcoming, but SKU's in the Symantec Pricebook posted on PartnerNet should be used until that time.
Partner (Distributors and Resell Partners) Frequently Asked Questions Guide:
Broadcom Strategy/Acquisition Questions
Broadcom Partner Portal, Symantec PartnerNet and eStore Access
Deal Registration
Price Books and Existing Quotes
Sales Support
eStore Renewals (Applicable to Distributors Only)
eStore Other (Applicable to Distributors Only)
Changing Existing Quotes (Applicable to Distributors Only)
Google Forms (Applicable to Distributors Only)
RMA Policy
Partner Program
Enablement
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Regards,
Heena Tabassum
Customer Care Community Admin
Broadcom
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