In order to ensure that your experience with VMware Technical Support is as effective and efficient as possible, we would like to define the policies and share some best practices that can accelerate the problem solving process and enhance your customer service experience. Please download the VMware Technical Support Guide. This guide covers in detail the support best practices, offerings, life cycle process and policies.
"How To" Guides
- Best Practices Guideline - best practices to aid in a timely resolution
- How to Escalate a Support Request – raising the priority of a support request
- How to Order or Renew a Support Contract – instructions on renewing support agreements
- How to Report a Defect – alert VMware to a possible product issue
- How to Submit a Feature Request – send VMware feedback on our products
- How to Submit a Support Request - web and phone access information
- Technical Support Guide – specific details on working with VMware Technical Support
Support Request Policies
- After Hours Support – definition of our off hours policies
- API Support – the level of support offered on API's
- Business Day and Hours – definition of our hours of coverage
- Escalation – how to escalate a support request
- Experimental Feature Support – what to expect when using experimental features of the product
- Local Language Support – limited support for local languages
- Open Source Support Policy – policies and support for VMware's open source software components
- Response Times – response times you can expect from VMware Support
- SDK Support Policy – developer support when working with the SDK
- Security Response Policy – our commitments for resolving possible vulnerabilities in our products
- Severity Definitions - when to use Severity 1, 2, 3 or 4
- Support for Microsoft Software in VMware Virtual Machines – addresses support for Microsoft software in VMware virtual machines and describes various issue resolution paths
- Support Request Closure – how and when is a support request is closed
- Support Life Cycle Policy – how long is a release supported
- Third Party Hardware or Software Support – our policies regarding 3rd party products
- Upgrades and Updates – a definition of terms and release language
Support Documents
- Remote Support Security Document – addresses the concerns security departments may have around the use of this tool
- Terms & Conditions – legal terms and conditions of support from VMware
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