Support
How to access the BroadForward helpdesk, and the locations and dates for product training sessions for customers and partners.
Portal
BroadForward’s on-line helpdesk portal offers incident logging, tracking and reporting. Log in via the link below.
Log in to the portal
Emergency incidents
Emergency and critical incidents that require immediate corrective action must be reported by telephone to the BroadForward helpdesk.
Netherlands:
Singapore:
BroadForward Product Training
BroadForward provides hands-on product training multiple times per year both in the Netherlands and abroad. These open-enrollment sessions use a first-come, first-served registration process and are limited to small groups. Current dates and locations are listed below. For pricing, scheduling, or to register contact our Service Management Office.
smo@broadforward.com
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Training
Open BroadForward Product Training
This training provides a practical, in-depth introduction to operating BFX-based products. Participants receive clear explanations of core functions and configuration workflows, followed by hands-on exercises covering multiple real-world use cases.
Each training program typically runs for 3 days to allow sufficient time for both theory and guided practice. Sessions are open to multiple customers participating in the same class. To ensure a high-quality learning experience, each session is strictly limited to 12 participants.
For more information about specific training content, pricing, or availability, please contact our Service Management Office.
Upcoming Training locations and dates
16 – 18 June 2026 — The Netherlands
22 – 24 September 2026 — USA
FAQ
We are happy to help you with any questions.
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Three ways: the online support portal at support.broadforward.com, telephone support, which is staffed 24/7, and email to support@broadforward.com. The current contact details, including the phone numbers, are always published at www.broadforward.com/support.
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The portal. It is the only route where you can set the severity level yourself, which determines how the request is handled.
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For any service affecting or critical issue. Submit the request in the portal first, then call immediately so we can act on it right away. The same instruction appears in the notification email you receive after submitting.
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Accounts are created by BroadForward. Email smo@broadforward.com with your full name, email address and company name. You will receive an activation email with instructions to activate the account and set your own password. Use the same address if you have lost your credentials.
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Yes. Request it at smo@broadforward.com and give the team’s name instead of an individual name, so several team members can receive and access the support correspondence.
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New accounts are subscribed to notifications for new BFX versions and builds and for technical field notices. You can unsubscribe from each list separately. To resubscribe, raise a ticket with severity Question or email smo@broadforward.com.
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Log in and click New Support Ticket. The form shows which fields are required before you can submit.
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Yes. Send it to support@broadforward.com from the address linked to your portal account and a ticket is created in your name. Email cannot set a severity level, so it is the least suitable route for a new request. Use the portal instead whenever you can.
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Yes. The form shows an extra field where you select the end customer you are raising the request for.Yes. The form shows an extra field where you select the end customer you are raising the request for.
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Either open it in the portal or reply to the notification email. When replying by email, leave the subject line unchanged so your reply is linked to the right ticket.Either open it in the portal or reply to the notification email. When replying by email, leave the subject line unchanged so your reply is linked to the right ticket.
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Yes. You receive an email when the ticket is created and every time it is updated.
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Yes. Put them in the CC field of your email reply and they will receive the notifications for that ticket as well.Yes. Put them in the CC field of your email reply and they will receive the notifications for that ticket as well.
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Yes. You can view and update open and closed tickets raised by any portal account in your organization.
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The definitions are set out in the SLA between BroadForward and your organization. SLA documents are not published on the portal for privacy and security reasons, so ask your internal team for a copy.The definitions are set out in the SLA between BroadForward and your organization. SLA documents are not published on the portal for privacy and security reasons, so ask your internal team for a copy.
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Escalate it. A standard escalation matrix applies. The contact details are not published here, but you will find them in the SLA between BroadForward and your organization.Escalate it. A standard escalation matrix applies. The contact details are not published here, but you will find them in the SLA between BroadForward and your organization.
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In the Articles section of the portal, for every minor BFX version. The release notes cover the new features and software fixes in the latest build and in earlier builds of the current version.
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Also in the Articles section, along with BFX version end of maintenance dates and OS version end of life dates.
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Our representatives need the Linux command line to investigate and to apply corrective actions. The team works from several locations worldwide, so access must be open to all of them. Email smo@broadforward.com if you need the list of typical working locations.
