Third-Party Support Providers for Broadcom Customers
Introduction – Why Third-Party Support Matters Now
Broadcom’s acquisition spree – from CA Technologies (mainframe software) to Symantec’s enterprise security and now VMware – has left many customers facing steep maintenance costs and changing support terms.
CIOs and IT managers are seeing annual support fees skyrocket, sometimes doubling or worse, after these takeovers.
In response, organizations are exploring third-party maintenance as an alternative. Third-party support providers offer independent maintenance for software you already own, promising big savings and more flexibility.
This option has become a tactical tool: both as actual cost relief and as leverage in negotiations with Broadcom.
In today’s climate of budget pressure and vendor lock-in fears, savvy IT leaders want to know if third-party support is the right strategy for parts of their Broadcom software portfolio.
Read our guide to Leveraging Third-Party Support & Alternatives: Gaining Negotiation Leverage Against Broadcom.
What Third-Party Maintenance Is and How It Works
Third-party maintenance refers to obtaining software support from an independent vendor rather than the original software manufacturer.
Rather than renewing your support contract with Broadcom (which now owns VMware, Symantec, and CA products), you contract with a firm like Rimini Street or others to support your existing software installations.
These providers assume the role of your support organization, handling issues, patches, and questions related to your licensed software.
Here’s how it works in practice: You typically must be on a perpetual license for the software – meaning you have the rights to use the software indefinitely.
You discontinue the official vendor support subscription (often after it expires), and the third-party provider begins supporting the product version you’re running.
They will troubleshoot problems, provide fixes or workarounds, and even create custom patches for bugs or security vulnerabilities. However, they do not supply upgrades or new versions of the product – you’ll be effectively “frozen” on your current version (with any later patches the third-party develops for you).
Third-party support is all about extending the life of your stable, existing software without Broadcom’s involvement. It’s commonly used to avoid forced upgrades and to cut costs, while keeping systems operational and secure through alternate means.
This model has been widely adopted in the Oracle and SAP worlds for years and is now being expanded into Broadcom’s portfolio.
The scope of third-party support typically includes: answering usage questions, performing break/fix troubleshooting, supporting integrations, and delivering critical bug fixes or security updates via custom code. What you give up is vendor-provided enhancements and the ability to easily move to newer versions.
In exchange, you typically pay a significantly lower fee (around 50% of the vendor’s maintenance cost) and receive a more personalized support experience.
Key Third-Party Support Providers for Broadcom Software
Several independent support vendors are stepping up to serve Broadcom software customers.
Here are the key providers and their focus areas:
- Rimini Street – The best-known third-party support firm, Rimini Street, built its reputation supporting Oracle and SAP applications. It has since expanded to other enterprise software. Rimini Street now offers support for Broadcom-acquired products, including certain CA Technologies mainframe software and Symantec enterprise software, and has also launched services for VMware. They offer 24/7 support with seasoned engineers and promise significant savings, along with extended support timelines. Rimini Street is often the first name CIOs consider for third-party maintenance, given its global presence and experience.
- Spinnaker Support – Another leading independent support provider, historically focused on Oracle and SAP, too. Spinnaker has begun offering VMware support services and may cover other Broadcom software on a case-by-case basis. They highlight specialized expertise and personalized service at a lower cost. While not as large as Rimini Street, Spinnaker is a credible alternative for certain platforms and is expanding its portfolio in response to Broadcom’s moves.
- Park Place Technologies – Well known for third-party hardware maintenance, Park Place has also entered the software support arena. It offers third-party VMware support, boasting certified VMware experts to assist customers running vSphere and related products. Park Place leverages its data center support experience to provide an alternative to VMware’s own support at a fraction of the cost. For organizations already using Park Place for hardware, extending to VMware software support can simplify vendor management.
- Niche and Regional Providers – In the mainframe and security software markets, there are smaller specialty firms that offer support for legacy systems. For example, some firms staffed by former CA Technologies engineers provide independent support for CA mainframe tools. Similarly, a few security consulting companies can support Symantec products (like endpoint protection or DLP solutions) on an as-needed basis. These niche providers may not have the brand recognition of Rimini Street. Still, they can be viable options if you have a very specific product need and they possess the necessary expertise. Always vet their track record and ensure they cover the specific Broadcom software version you’re running.
VMware Support Status: It’s worth noting that third-party support for VMware environments is still an emerging market.
Broadcom’s takeover of VMware is recent, and independent support for VMware products (such as vSphere and vCenter) is not yet as time-tested as it is for older CA or Symantec products.
Rimini Street’s VMware support offering, launched in 2024, already claims over 100 customers, while other providers, such as Spinnaker and Park Place, are ramping up their services.
However, this area is evolving quickly. Third-party providers are rapidly training VMware experts and developing security patch capabilities; however, it’s prudent to view VMware support offerings as newer and potentially less mature than those of Oracle or SAP.
Early adopters are using it for specific use cases (especially to maintain perpetual-license vSphere deployments). Still, if your VMware environment is highly dynamic or on the cutting edge, you’ll want to evaluate these providers’ capabilities carefully.
Read about alternative products in “Alternative Solutions to Broadcom Products: A Replacement Guide.”
Pros of Third-Party Support
Why are companies even considering leaving Broadcom’s official support?
There are several compelling benefits to third-party maintenance:
- Significant Cost Savings: The number-one driver is saving money. Third-party support contracts are typically 50% (or more) cheaper than Broadcom’s standard maintenance fees. For budget-conscious IT departments, cutting maintenance costs in half while maintaining system uptime is a significant win. Over a multi-year period, this can translate to millions saved, especially in large mainframe or VMware environments.
- Personalized, High-Touch Service: Independent support vendors take pride in offering a dedicated support experience. Instead of calling into a generic Broadcom support line, you get assigned senior engineers (often with 10-15+ years of experience) who become intimately familiar with your environment. These providers often act like an extension of your team, providing a TAM (Technical Account Manager) style of service. Issues are addressed more efficiently with reduced bureaucracy, and you receive 24/7 support as standard. Many CIOs find that third-party support feels more responsive and customer-centric compared to the vendor’s support.
- Extended Product Lifespan: Third-party maintenance enables you to continue running legacy software well beyond the vendor’s planned end-of-life date. Broadcom might want to force-upgrade you to a new version or cloud subscription, but a third-party provider will continue to support your older, stable version for as long as you need. This is ideal if you have systems that don’t need new features and you want to avoid disruptive upgrades. You can continue using a perfectly good software release for years with ongoing patching and troubleshooting, even if Broadcom has officially discontinued support for it.
- Freedom from Forced Upgrades: Because you are no longer tied to the vendor’s support policy, you won’t be pressured into upgrading on the vendor’s schedule. You decide when or if to upgrade or migrate away. Third-party support decouples your upgrade cycle from the vendor’s sales cycle. This flexibility can be crucial if you’re not ready to move to Broadcom’s new licensing model or if you have compatibility reasons to stay on an older version.
- Negotiation Leverage: Even if you ultimately remain with Broadcom, just having the credible option of third-party support can strengthen your hand in negotiations. Companies have used quotes from third-party providers as a bargaining chip to get Broadcom to discount their renewal or improve terms. The mere possibility that you might switch support providers creates competitive pressure. Broadcom account representatives know that informed customers are more likely to leave, which can make them more willing to align pricing closer to your expectations. In essence, third-party support availability is a Plan B that gives procurement teams leverage to avoid being squeezed by a “vendor monopoly” on support.
Cons of Third-Party Support
Third-party maintenance isn’t a magic solution; it comes with trade-offs and risks.
It’s important to weigh the following cons before making a decision:
- No Official Vendor Updates or New Features: When you leave Broadcom’s support, you lose access to any official patches, updates, and upgrades from the vendor. Third-party providers will supply their own fixes for known bugs and security vulnerabilities, but these are custom patches or workarounds, not vendor-issued updates. You also won’t get new features or enhancements that come with new versions. Essentially, you’re locking in your software in its current state (aside from critical fixes). In fast-moving product areas, this can be a significant limitation.
- Potential Security Gaps: While independent support vendors offer security patches and advice, some organizations worry about maintaining security without the vendor’s updates. Broadcom (and its acquired companies, such as Symantec) regularly release security fixes, especially for security software and products like VMware that integrate deeply into infrastructure. Third-party providers will attempt to address vulnerabilities (for example, Rimini Street offers a “Rimini Protect” service for VMware to manage hypervisor security). However, there could be a lag in patch availability or certain complex vulnerabilities that the third-party can only mitigate, not fully fix. You must trust that the provider’s custom fixes are sufficient and timely. For highly security-sensitive environments, this is a point of caution.
- Legal and Contractual Nuances: Broadcom and other vendors don’t exactly welcome third-party support. While customers have the right to use their licensed software independently, vendors sometimes include contractual barriers or employ scare tactics to discourage this practice. You may encounter clauses in your license agreements about not sharing software, intellectual property, or support materials with outsiders. If a third-party provider improperly uses Broadcom’s proprietary patches or code, it could trigger legal disputes (as seen historically between Oracle and Rimini Street). While those battles tend to occur between the vendor and the support firm, customers could be indirectly impacted or at least face uncertainty. Additionally, if you ever need to return to Broadcom’s support, you may have to pay reinstatement fees or back maintenance for the lapsed period, which could wipe out some of the savings.
- Compatibility and Future Support Risks: Over time, running an older software version can pose compatibility challenges. For example, if your environment changes – such as an upgrade to your operating system or the introduction of new hardware – the old Broadcom software may not support it, and no official upgrade path is available since you have left vendor support. Third-party support may help with minor compatibility workarounds. Still, there’s a risk of hitting a dead end where your software is simply not certified or designed for the new environment. If Broadcom declares a product end-of-life and you’re still using it years later under third-party support, you could face a technology gap if surrounding systems evolve. Essentially, you are responsible for staying within the workable limits of that legacy product.
- Vendor Relationship and Support Loss: Intangibly, choosing a third-party provider can strain your relationship with Broadcom. You become a former customer in their eyes for that product. While you still legally own the software, you won’t be able to call Broadcom for help. If an issue arises that can only be solved by the original developers, your third-party partner must handle it without access to the vendor’s resources. Broadcom’s engineering teams won’t engage with your issues once you’re off their support. For some, this loss of direct access to the manufacturer’s expertise is a significant drawback, especially for complex software such as mainframes or virtualization platforms.
When to Use Third-Party Support vs. When Not To
Third-party maintenance is a strategic fit in some situations and a poor choice in others. Use it selectively.
Here’s guidance on when it makes sense, and when to think twice:
Ideal Use Cases for Third-Party Support:
- Stable, Legacy Systems: If you’re running mature software that meets your needs in its current version (for example, a CA mainframe utility or an older version of Symantec security software) and you have no compelling need for new features, third-party support can help keep it running smoothly. These systems might be critical, but they don’t require frequent updates – making them perfect candidates to save money with an independent support contract.
- Cost-Cutting Initiatives: When budgets are under pressure, maintenance fees are a juicy target. If Broadcom’s renewal quote is outrageously high, switching to third-party support can be an immediate cost reduction without requiring any operational changes. This is especially useful if you need to free up funds for other projects or simply meet a savings goal for the year.
- Bridging a Transition Period: Perhaps you plan to replace the software in the medium term (say, 1-3 years) but not right away. Third-party support is an excellent bridge strategy. For instance, you might maintain an older VMware vSphere environment supported by a third party while evaluating a move to the cloud or another virtualization solution. This buys time without paying full price to Broadcom during the interim. You can then let the legacy system sunset on your own timeline.
- Leverage in Negotiations: Even as a temporary measure, threatening or planning to use third-party maintenance can be part of your negotiation toolkit. Some organizations actually sign a short-term third-party support agreement for a subset of products to demonstrate to Broadcom that they mean business, which can lead to better offers on the remaining portfolio. It’s a way to assert control over the situation when you feel cornered by vendor pricing.
- Perpetual License Software: Third-party support is generally viable only when you have a perpetual license (you own the rights to run the software indefinitely). Many Broadcom software products, particularly older CA and Symantec offerings, as well as traditional VMware on-premises licenses, fall into this category. If you do hold perpetual licenses, you have the freedom to seek outside support. In these cases, independent maintenance is a legal and practical option.
When to Stick with Broadcom’s Support (or be Very Cautious):
- Rapidly Evolving Products: If the software evolves quickly – for example, cutting-edge VMware cloud software or a security product that requires continuous threat updates – you may need the official updates and improvements the vendor provides. Third-party support will not give you new capabilities. For something like VMware’s latest offerings or dynamic SaaS integrations, foregoing vendor support could put you behind or leave critical gaps. In short, if you need to stay on the latest version to meet business needs, third-party support may not be the right choice.
- Situations Requiring the Vendor’s Intellectual Capital: Some products are so complex or unique that only the original vendor possesses the in-depth knowledge to resolve certain issues. Mainframe environments, for example, can reach a point where a patch from the original developers is the only true fix for an esoteric problem. If you anticipate needing that level of backing (e.g., for a core banking system on a mainframe), you may decide it’s safer to pay Broadcom for support to have full vendor commitment. Mission-critical systems where downtime is unacceptable may warrant sticking with OEM support if the third-party provider cannot demonstrate equal prowess.
- Strict Compliance Requirements: In regulated industries, there may be compliance rules or auditors who expect to see active vendor support contracts for key software or, at the very least, up-to-date patches. While third-party support can keep you compliant by applying security fixes, you’ll need to ensure that an auditor will accept “independent support” as adequate. If there’s any doubt – for example, perhaps a regulatory standard requires running only officially supported software versions – then moving off vendor support could complicate your compliance stance. Evaluate this carefully for applications such as financial systems or healthcare systems.
- Subscription Licensing Models: If any Broadcom software in your estate has transitioned to a subscription model (SaaS or term licensing), third-party support is typically not an option. If you stop paying Broadcom, you lose the right to use the software entirely in those models. For instance, some newer VMware cloud services or Broadcom SaaS security services can’t be supported by a third party because you can’t legally run them without the vendor subscription. In such cases, you’re essentially locked in until an alternative solution is implemented.
- Future Re-engagement Plans: If your strategy is to pause vendor support for a year or two and then potentially re-engage (perhaps to upgrade later), be cautious. Broadcom could impose a penalty to reinstate support – sometimes requiring you to pay back fees for the unsupported period or other charges. Ensure you understand the vendor’s policy on rejoining maintenance. If the cost of re-entry is too high, it might erase the savings you gained. So, if you think you’ll need Broadcom again soon (for example, to obtain a major new release in two years), you might decide to stay on support now rather than risk a costly return later.
In summary, use third-party support in situations where stability, cost savings, and time flexibility trump the need for constant innovation.
Avoid it when cutting off the vendor, as it would do more harm than good.
Often, the decision is not all-or-nothing: many enterprises use a hybrid approach – keeping vendor support for some products where it’s vital, and moving others to third-party support to save money and gain negotiating leverage.
Legal and Contractual Considerations for Broadcom Customers
Before switching to an independent support provider, Broadcom customers should navigate a few legal and contractual checkpoints:
- License Rights: Ensure you have the correct license type to consider third-party support. If you own perpetual licenses, you can legally use the software indefinitely, even without a support contract. This is a common scenario for legacy CA software, on-premises Symantec products, and traditional VMware licenses. If your software is on a subscription or SaaS model, you generally cannot use it without an active contract, which eliminates third-party support as an option. Always double-check your license agreements and purchase records.
- Support Contract Termination: Plan the termination of your Broadcom maintenance contract carefully. Align the switch so that your third-party coverage starts immediately after Broadcom’s support ends. You don’t want gaps in support coverage for critical systems. Conversely, avoid overlapping pay periods – timing the change at the annual renewal is ideal. Give Broadcom any required notice for non-renewal as specified in your contract (some contracts auto-renew unless notice is given 60-90 days in advance).
- Access to Patches and Knowledge Base: While still under Broadcom support, download any last available patches, documentation, or knowledge base articles for your products. Once your support lapses, you may lose access to the vendor’s support portal. Third-party providers will rely on the software version you have and their own expertise. Still, it’s wise for your team to archive installation media, release notes, configuration guides, and other relevant documents from Broadcom before you lose access. Preserving this material will enable third-party support to effectively maintain your environment.
- EULA and Restrictions: Review the End User License Agreement (EULA) and any support terms for clauses that might affect third-party support. Most software EULAs do not forbid you from hiring an outside firm to service your software – after all, it’s akin to hiring a consultant. However, they often prohibit activities such as reverse engineering, distributing patches, or sharing proprietary code. Reputable third-party support providers operate carefully within legal boundaries (for instance, they may create their own fixes rather than using the vendor’s code). Ensure that any provider you choose has a solid legal footing and won’t put you in breach of your license terms. VMware’s standard license, for example, permits third-party support since you own the product, but it’s smart to be mindful of any fine print.
- Reinstatement Policies: If there’s any chance you might need to return to Broadcom’s support later, understand the reinstatement policy upfront. Broadcom may require payment of a hefty fee or all missed support payments to reinstate a lapsed contract. Document this policy and factor it into your cost/benefit analysis. It may still be worth leaving, but you should be aware of the “price of return” and factor that into your long-term plans. Sometimes, customers negotiate an agreement with Broadcom before leaving that eases re-entry if needed (for example, a clause allowing re-subscription without penalty after a specified number of years). This is rare, but if you have a good relationship with the vendor, it’s worth asking about options.
- Third-Party Contract Terms: Not all third-party support agreements are identical. Scrutinize the contract with your new provider. Ensure it includes strong service level commitments (response times, resolution targets) and clauses that protect you if the vendor fails to deliver (e.g., the ability to exit or penalties for poor performance). Check for any limitations of liability and confidentiality terms, especially since the provider may need access to your source code or system data to support you. Treat this like any important IT outsourcing contract and involve your legal team in the review.
- Compliance and Support Validation: If your industry or internal policy requires that systems be “vendor supported,” determine whether third-party support meets the intended purpose. Many regulators simply want to ensure that software has current security updates and someone to call for help, which a third-party certainly provides. However, be prepared to document how you maintain the system. You might need a memo for auditors explaining that you have contracted independent support and that all security patches are being applied through that arrangement. Proactively address this to avoid any compliance misunderstandings down the line.
By addressing these considerations, Broadcom customers can transition to third-party support smoothly and in a compliant manner.
The key is to leave no loose ends with the old contract, stay within your license rights, and set up a solid new support agreement. When done properly, thousands of companies have made this switch without legal trouble; however, diligence is required.
Example Enterprise Scenarios and Outcomes
Sometimes the best way to evaluate third-party support is to see it in action.
Here are a few example scenarios of organizations that leveraged independent support and what they achieved:
- Staying on Symantec Endpoint Protection to Save 40%: A large enterprise was running Symantec Endpoint Protection (SEP) across thousands of endpoints. After Broadcom’s takeover, their support costs were set to jump significantly, and the vendor was urging them to move to a newer cloud-based security suite. The IT team felt the current version of SEP was working fine for their needs. So they decided to freeze at the last supported version of SEP they had and contracted a third-party support provider for ongoing help and security updates. Over the course of three years, this company saved roughly 40% compared to what they would have paid Broadcom in renewal fees. The third-party firm provided regular vulnerability bulletins and custom malware signature updates to maintain effective endpoint protection. The enterprise used the savings to fund a future switch to an alternative security platform, while maintaining the stability and support of their existing antivirus in the interim.
- CA Mainframe Software on “PLA-lite” with Rimini Street: A financial services company relies on a suite of CA Technologies mainframe tools for job scheduling, database management, and security on the mainframe. Broadcom’s acquisition of CA led to a push for a new, all-encompassing Portfolio License Agreement (PLA) that bundled many products together at a high cost. Instead of signing the full PLA, the company took a creative approach to the agreement. They identified a handful of critical CA products they would continue to get directly from Broadcom (with a smaller support deal). Still, for the majority of the tools, they switched to third-party support (Rimini Street). Essentially, they created their own “PLA-lite” – maintaining vendor support only where necessary, and outsourcing the rest. This strategy yielded multi-million dollar savings over five years. Even more, it extended the life of legacy tools that Broadcom might have eventually discontinued. The mainframe team now receives personalized attention from Rimini Street for issues with older CA products, and they utilize Broadcom’s official support only for the core tools that may be upgraded in the future. The outcome: a stable mainframe environment, dramatically lower costs, and no forced migrations off tried-and-true software.
- VMware Perpetual License Customer Buys Time to Transition: A mid-sized cloud hosting provider had a significant VMware deployment (vSphere and vRealize suite) under perpetual licenses. Following the Broadcom acquisition, they were informed that future versions would require subscription licensing, and their support costs were set to increase by 120% at renewal. The provider wasn’t ready to re-platform to an alternative, such as OpenStack, or to accept Broadcom’s new terms just yet. They decided to stick with their current VMware version for the next couple of years and use a third-party support firm for that period. The independent support handled all VMware incidents and even provided security patches for hypervisor vulnerabilities. This gave the company breathing room to plan a long-term strategy (they eventually started evaluating alternative virtualization platforms). In the two years on third-party support, they saved around 50% of what they would have paid Broadcom and avoided any surprise price hikes. Ultimately, they leveraged this position to negotiate more time and a more modest increase from Broadcom when they finally needed to upgrade. In this scenario, third-party support acted as a pressure release valve – providing a viable Plan B so the business could chart its course without being forced into a quick (and expensive) decision.
Each of these scenarios highlights a common theme: third-party support can provide financial relief and flexibility.
Whether it’s prolonging the life of a security software deployment, easing the burden of mainframe contracts, or giving breathing room during a VMware transition, independent maintenance has proven its value.
Of course, every action had careful planning behind it – these companies weighed the pros and cons and decided the benefits outweighed the risks for their specific situations.
Checklist for Evaluating Third-Party Support Readiness
Considering a move to third-party maintenance? Use this checklist to evaluate if your organization and systems are good candidates:
- ✅ Identify Stable Systems: List out which software products in your Broadcom portfolio are stable and mission-complete. Are they providing all the necessary functionality in their current version? Good candidates are those that haven’t needed an upgrade in a while and run without major issues.
- ✅ Determine Upgrade Needs: For each system, ask “Do we foresee a need to upgrade or expand this software in the next couple of years?” If the answer is no – it’s a steady-state environment – then third-party support could work. If yes, and upgrades are essential, staying with the vendor might be safer.
- ✅ Check License Terms: Confirm you have perpetual rights to run the software version in question. Verify maintenance renewal dates and any notice periods to cancel. Ensure you’re not under a subscription that equates support to usage rights.
- ✅ Assess Internal Capabilities: Evaluate your IT team’s ability to work without the vendor’s direct help. Are your staff (or the third-party provider’s staff) able to handle routine maintenance, patch application, and troubleshooting? Third-party providers will do the heavy lifting on support, but your team will still need to coordinate changes and possibly do in-house testing of custom fixes. An organization with solid in-house technical skills will transition more smoothly.
- ✅ Vendor Lock-In Risks: Consider any potential lock-in or interoperability issues that may arise if you leave a vendor’s support. For example, will Broadcom refuse to support an integration with another product you still have under contract? Or if you use Broadcom hardware in combination, would unsupported software cause any warranty issues? Understand the ripple effects before proceeding.
- ✅ Compliance and Audit Requirements: Check any regulatory, compliance, or cyber insurance requirements related to software support. Will using a third-party support provider meet those requirements? If auditors expect documentation, can your provider supply evidence of patches and support tickets? Plan to maintain records that demonstrate the system is being maintained to industry standards, even without the OEM’s involvement.
- ✅ Risk Management Plan: Identify the worst-case scenario risks of switching to third-party support and how you’d mitigate them. For example, what if the third-party provider cannot solve a particularly thorny issue? Do you have an option to bring in a Broadcom consultant if absolutely needed (perhaps on a paid incident basis)? Having a contingency plan will give stakeholders confidence.
- ✅ ROI Calculation: Do the math. How much will third-party support cost vs. Broadcom’s quote over the next 3-5 years? Factor in any one-time costs (like obtaining final patches or potential reinstatement fees if you return to the vendor later). The savings should be compelling. Also consider the less tangible benefits (such as avoiding upgrades and operational stability) and weigh them against potential costs (like a security tool not receiving new threat updates). An ROI analysis ensures everyone is on the same page about the financial and business impact.
- ✅ Executive and Legal Buy-In: Before making the jump, ensure you have the support of your executive sponsors and legal team. Educate your CIO/CFO on the rationale behind this initiative, and have Legal review the third-party contract and your vendor agreements. Leadership must understand both the upside (savings, leverage) and the responsibilities that come with self-managing your software assets differently.
If you can check off most of the above, your organization is likely ready to proceed or, at the very least, open serious discussions with third-party support providers.
The key is thorough due diligence and alignment across IT, procurement, legal, and business units. When everyone understands the plan, third-party support can move from a novel idea to an operational reality with minimal disruption.
Read about our Broadcom Negotiation Service.
