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Friday, 3 May 2013

Filing a Support Request in My VMware (2006985)


Purpose

This article provides steps to file a Support Request in My VMware.
 
It helps you troubleshoot the Get Support process in My VMware and helps you understand which category to choose when filing a Support Request.
 
Note: To file a Technical Support Request, you require a support contract or Pay Per Incident Support. For more information about support contracts, see Support contract and renewals for VMware Products FAQ (2005844). For more information about about Pay Per Incident support, see Purchasing and filing Pay Per Incident support for VMware products (2014035). If you have a support contract or Pay Per Incident Support and are facing an issue related to product usage or installation, choose from theTechnical dropdown.

Details

Ways to file a Support Request

You can:
  • File a Support Request online – Filing a Support Request online is the fastest way to file a Support Request. When filing a Support Request online, you can choose from one of these categories:
All My VMware users can file Product Licensing or Account and General Inquiries Support Requests. Users with File Technical Support Requests permissions that have a support contract or that have purchased Pay Per Incident Support for a qualifying product can file a Technical Support Request.  
  • File a Support Request by phone – You can file a Support Request by phone if you have purchased Production, Basic, or Desktop Standard Support contract or if you have purchased Pay Per Incident Support for a qualifying product.
Initial response times by the Technical Support Engineer follow the guidelines for your specific support offering. Responses are either by phone, email, or a combination of both depending on what you specify in your Support Request and what your supportlevel allows. The response method for Fusion and Workstation Complimentary support is email-only. However, telephone support is available if you purchase Per Incident Support or Desktop Standard Support.
 

Filing a Technical Support Request

Choose from this dropdown if you experience an issue related to Fault/Crash, Installation, Networking, Operating System, Storage, or System Management.
 
To file a Technical Support Request, you need File Technical Support Requests permissions for the folder where the product and the support contract covering those products reside.
 
Note: To file a Support Request for SDK products, Fusion, and Workstation, you must first register the license keys. For more information, see Registering a license key in My VMware (2011177) (for SDK) and Registering for complimentary support in My VMware (2016092) (for Fusion and Workstation). 
 
To file a Technical Support Request:
  1. Log into My VMware.
  2. Select Support > Get Support from the main menu.
  3. Choose an option from the Technical dropdown.
  4. Choose the correct account from the dropdown.
  5. Select the product for which you are filing the Support Request and click Continue.

    Note: If no products display and you have access to multiple accounts, confirm that you selected the correct account. If the correct account is selected, see Product is not listed when filing a technical Support Request in My VMware (2009213) for reasons why products may not display.
  6. Provide a problem description. Use the exact error message to help VMware solve your issue. A list of suggested Knowledge Base (KB) articles displays.
  7. Review the KB articles to determine if they resolve your issue.
  8. Click descriptive tags, from the collection of tags below the problem description, to add them to the description. Adding tags leads to more relevant KB content.
  9. Review the updated list of KB articles to determine if they resolve your issue.
  10. If the KB articles do not resolve your issue, click Continue Support Request.
  11. If appropriate, associate the Support Request with a folder. Choose a folder from the dropdown.

    Note: Selecting a folder allows Administrators for that folder to view the Support Request. Administrators cannot modify the Support Request.
  12. Select your product version and severity.
  13. Provide a detailed issue description. Include any error messages, if applicable.

    Note: The problem description you entered in step 5 is carried over into this field.
  14. If appropriate, add any additional notes.
  15. Choose a preferred contact method.
  16. Confirm your country, preferred phone number and time zone. If these fields are blank, populate them.
  17. Provide a secondary email, alternate contact information, pager PIN, and third-party tracking number, if appropriate.
  18. If appropriate, click Add Attachment to add an attachment to your Support Request.

    Notes:
  19. Click Send Request.
  20. Review the Support Request Confirmation page and ensure all information is correct. VMware recommends that you record the Support Request confirmation number for future reference.

    Note: If you have filed the Support Request for the wrong account, see Changing account association in Viewing and updating Support Requests in My VMware (2007048).
  21. Click Support Request History to add additional attachments, change account association, close the support request, and request manager assistance (after the commit time has exceeded), and review Support Request details. For more information, see Viewing and updating Support Requests in My VMware (2007048).

Filing a Product Licensing or Account Support Request

Choose from the Product Licensing or Account dropdown if you experience issues related to Account Queries, Folder Management, License Management, OEM/Partner Activation Code (PAC), Per VM conversion, Product Activation, Transfer Licenses and Support, and User and Permissions Management.
 
You do not require active support to file a Product Licensing or Account Support Request.
 
To file a Product Licensing or Account Support Request:
  1. Log into My VMware.
  2. Select Support > Get Support from main menu.
  3. Choose an option from the Product Licensing or Account dropdown. A list of suggested Knowledge Base (KB) articles displays.
  4. Review the KB articles to determine if they resolve your issue.
  5. If the KB articles do not resolve your issue, click Continue Support Request.
  6. Ensure that the issue category is correct.
  7. Complete all mandatory fields.
  8. If appropriate, choose a different account from the Associate request with this account dropdown.
  9. If appropriate, associate the Support Request with a folder. Choose a folder from the dropdown.

    Note: Selecting a folder allows Administrators for that folder to view the Support Request. Administrators cannot modify the Support Request.
  10. If appropriate, add any additional notes.
  11. If appropriate, add a secondary email.
  12. If appropriate, click Add Attachment to add an attachment to your Support Request.

    Notes:
  13. Click Send Request. A License Support Representative will contact you within 12 business hours.
  14. Review the Support Request Confirmation page and ensure all information is correct. VMware recommends that you record the Support Request confirmation number for future reference.
  15. Click Support Request History to add additional attachments, change account association, close the support request, and review Support Request details. For more information, see Viewing and updating Support Requests in My VMware (2007048).

Filing a General Inquiries Support Request

Choose from the General Inquiries dropdown if you experience issues related to Communities, Downloads, Education, Evaluations, My VMware, Notifications, the Online Store, Partners, Product information, Sales, Support and Renewals, User Profile, or if you have feedback on the website.
 
You do not require active support to file a General Inquiries Support Request.
 
To file a General Inquiries Support Request:
  1. Log into My VMware.
  2. Select Support > Get Support from main menu.
  3. Choose an option from the General Inquiries dropdown. A list of suggested Knowledge Base (KB) articles displays.
  4. Review the KB articles to determine if they resolve your issue.
  5. If the KB articles do not resolve your issue, click Continue Support Request.
  6. Ensure that the issue category is correct.
  7. Provide a detailed issue description. Include any error messages, if applicable.
  8. If appropriate, add any additional notes.
  9. If appropraite, choose a different account from the Associate request with this account dropdown.
  10. If appropriate, associate the Support Request with a folder. Choose a folder from the dropdown.

    Note: Selecting a folder allows Administrators for that folder to view the Support Request. Administrators cannot modify the Support Request.
  11. If appropriate, provide a secondary email address.
  12. If appropriate, click Add Attachment to add an attachment to your Support Request.

    Notes:
  13. Click Send Request. A Customer Service Representative will contact you within 24 business hours.
  14. Review the Support Request Confirmation page and ensure all information is correct. VMware recommends that you record the Support Request confirmation number for future reference.
  15. Click Support Request History to add additional attachments, change account association, close the support request, and review Support Request details. For more information, see Viewing and updating Support Requests in My VMware (2007048).

Additional Information