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1. Check your VMware entitlement in the Broadcom Support Portal
VMware Customer Connect stopped being available to VMware customers on May 5, 2024. The current customer portal is the Broadcom Support Portal. After signing in, open My Entitlements to review product entitlements and access product downloads and license keys. The account can also be used to open, track, and update support cases. See Broadcom’s portal getting-started guide.
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Record the customer organization, product, entitlement identifier, contract or order details, and maintenance end date. If an expected entitlement is missing, do not assume that the partner’s loss of authorization removed your rights. Contact Broadcom customer assistance or the seller shown in your order records to reconcile the account.
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2. Determine whether maintenance is active or expired
Broadcom’s global Maintenance Policy Handbook, revision Maint-HB-RM111 dated June 8, 2026, says customer benefits such as Essential Support require active maintenance, as well as a supported product, version, and configuration. It states that if renewal is not completed before the maintenance term expires, customers have no further entitlement to maintenance or support deliverables after the expiration date. Do not assume that a lapsed contract can be reinstated on its previous terms; ask Broadcom or an authorized reseller what is available for that account.
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The handbook also lists a 12-month minimum maintenance purchase term. That is a policy detail, not confirmation that every product or customer can buy a renewal today; verify applicable product terms and the offer available to your account.
If the contract is still active
Use the Broadcom Support Portal to open or manage cases, and check that the portal recognizes the relevant entitlement. For some offerings, requests submitted through the portal may be routed automatically to certified or authorized partner support. Routing is not universal, so follow the case destination shown for your account rather than relying on an old third-party support URL. Broadcom’s explanation of partner-provided technical support describes this portal-routing model for certain cases.
If the contract has expired
Ask for the current account-specific options before treating a quote as a renewal or assuming support has resumed. The handbook’s stated post-expiration rule means the former maintenance term no longer provides maintenance or support deliverables beyond its end date.
3. Ask an authorized source for a written renewal answer
For a policy or channel-transition question, Broadcom points customers to their reseller, Broadcom sales representative, or Broadcom customer assistance. Ask Broadcom or a reseller currently authorized for the particular offering to review your exact account, entitlement, contract end date, product and version, and proposed quote. Request the applicable terms in writing.
Ask the representative to identify what the proposed transaction actually is:
- A renewal of existing maintenance or support;
- A new subscription purchase; or
- Another product- or account-specific offer.
Do not infer that authorization loss automatically transfers the contract, cancels an active contract, or creates a new renewal route. The applicable path depends on the customer agreement and account record. Broadcom’s handbook and channel guidance identify contact routes, but do not establish a universal renewal outcome, price, or current authorization status for any named reseller.
4. Handle legacy perpetual-license SnS separately
In a February 2024 announcement, VMware by Broadcom said sales of perpetual licenses and renewals of Support and Subscription (SnS) for perpetual offerings would end beginning February 4, 2024. It also said customers with active contracts would continue to receive support through their contract expiry. This is a legacy perpetual-license policy announcement; do not apply it automatically to every current subscription or product.
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If your perpetual license has an expiring SnS term, ask Broadcom or a currently authorized reseller what subscription or other offer is available for your product and region. A subscription should not be described as a continuation of the old perpetual SnS renewal unless the terms for your account confirm that.
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5. Keep the support route and the license holder straight
A partner’s technical-support role and a customer’s maintenance entitlement are separate questions. Broadcom says support providers must be certified for the relevant offerings; that does not mean every reseller provides technical support or every customer case will route to a partner. Also distinguish a customer entitlement holder from a cloud, OEM, or service-provider licensee: the applicable agreement and portal record determine who can request support and what rights apply.
For example, Broadcom’s VCF 9.1 FAQ, dated September 3, 2026, gives product-specific information about entitlements and license portability. Its portability rules apply to VCF 9.1 and should not be generalized to other VMware products. Check the terms for your specific product and licensing arrangement.
Information to have ready when you contact Broadcom
- Customer organization and the email or account used for the Broadcom Support Portal;
- Product name, version, and entitlement identifier;
- Contract or order number and maintenance end date;
- Whether the license is perpetual with legacy SnS, a subscription, or supplied through a cloud, OEM, or provider arrangement;
- The support issue or proposed renewal quote, if relevant.
Broadcom’s handbook lists initial-call service-level objectives of 30 minutes for Severity 1, 2 business hours for Severity 2, 4 business hours for Severity 3, and 8 business hours for Severity 4. These are initial-call objectives by severity, not promised resolution times; consult the current policy and the terms applicable to your support entitlement.
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