VMware vCenter Support Assistant FAQ

Q. Why should I use Support Assistant?

A. Support Assistant integrates the creation of support requests (SRs) and the attachment of log support bundles within one application thereby making the process of filing support requests easier and faster.

Q. How much does Support Assistant cost?

A. Support Assistant is a free, downloadable virtual appliance. However, to file support requests, you need to have support entitlements, either via a support subscription or paid-for incident pack support through VMware.

Q. Can I use Support Assistant to file Support Requests for products supported by OEMs?

A. No. You cannot use Support Assistant to file Support Requests for products whose support entitlement is provided by an OEM. Support Assistant will only show support entitlement that has been purchased from VMware.

Q. Where can I find the Support Assistant plug-in in the vSphere Client or vSphere Web Client UI?

A. Once the Support Assistant VA is deployed and registered per the instructions above, use either the vSphere Client or vSphere Web Client to login to the vCenter Server.

The location of the Support Assistant application differs depending on whether you are using the vSphere Client or vSphere Web Client:

• vSphere Client: Home tab -> Solutions and Applications
• vSphere Web Client: Home tab -> Classic solutions

Double-click to open the plug-in.

Q. What types of Support Requests can I create?

A. Technical Support Requests can be filed for any product that you have purchased support entitlement for, from VMware – either via a support subscription or paid-for incident pack support.

You can also file Feature Requests for the products that you have entitlements for.

Q. What if I have questions related to licensing, account questions, or general inquiries?

A. Please continue to use the my.vmware.com portal if you have questions in the above categories.

Q. Can Support Assistant only be used to create new Support Requests?

A. No, you can also use Support Assistant to:

• View / modify existing Support Requests
• Generate and upload log support bundles for an existing Support Requests
• Attach additional files to an existing Support Request