My VMware Frequently Asked Questions

 

General Questions
My VMware users, roles and permissions

General Questions

What is My VMware?  
My VMware will transform your product license and support management experience by providing a new integrated, self-service, account-based interface focused on simplifying and streamlining your online activities with VMware. All VMware customers and partners may use this new site once we launch in 2012.

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Why is VMware introducing My VMware?  
We listened to customers’ requests for easier navigation and a consolidated view of your license keys and support. As a result, we are integrating many of the functions that used to be spread across multiple portals to provide a centralized view of the information you need. Your primary online activities will be faster, easier and more accessible, saving you time and effort.

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When does My VMware go live?  
My VMware is currently under development and will go live first half of 2012. You will receive additional details as the launch date approaches.

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What will I be able to do in My VMware?  
Using My VMware, you can:

  • View and manage product license keys and support, by account, instead of the current email domain structure.
  • Get help and file Support Requests.
  • Download products.
  • View and manage evaluations.
  • View orders and support contract details.
  • Create folders to better organize your license keys.
  • Manage user rights and permissions for license key management and support.
  • Request a renewal quote for support contracts.
  • See tasks performed by users within your account.

What are the primary benefits of My VMware?  
When My VMware launches, license keys and support contracts will no longer be "owned" by the individual who placed the order, but by your organization. This means you will be able to manage product license keys and support at a customer account level instead of the current email domain structure. Other benefits include:

  • Improved organization for products and support.
  • Complete visibility into purchases and support contract status.
  • Unified visibility into license keys and support requests.
  • Simplified license key management using folders to organize license keys.
  • Accelerated installations through intuitive organization of product downloads and trials.
  • Flexible user permission model, allowing customers to assign specific actions to specific individuals.

Who should I contact if I have questions about my account after the My VMware launch?  
If you have questions, please contact VMware Support or VMware Licensing for assistance.

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Will I be able to change or edit my profile in the future?  
Yes. You’ll be able to change your profile yourself through the My VMware interface, or you can contact VMware Customer Service or Licensing for assistance.

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How will I log into My VMware?  
The login you use to access existing VMware portals will continue to work for My VMware.

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How can I learn more about using My VMware?  
In the upcoming months, you will receive multiple communications describing My VMware, with availability information and instructions on usage. You may also participate in advance preview and beta sessions for My VMware. As always, VMware Customer Service is available 24 x 7 to answer your questions.

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My VMware users, roles and permissions

User roles that will be available with My VMware:
“Super User” and “Procurement Contact” are the only official roles in the My VMware environment. (See below for detailed descriptions of these roles.)

A Super User can manage license keys and users on behalf of an account, add and remove permissions associated with account users, add or remove users, and reassign the Super User role to another user. There can be only one Super User for each account, but the same person may serve as Super User for multiple accounts.

A Procurement Contact will be able to manage license keys and support on behalf of a specific account, and delegate and remove user permissions. However, the Procurement Contact will not be able to validate users that change their email addresses. Only Super Users will be able to complete this function. The same person may act as Super User and Procurement Contact.

All others will be designated “users” with assigned permissions. By default, all users will be associated to at least one folder and have permission to download products associated to your account. Additional account permissions may be granted to users by the Super User or Procurement Contact.


What permissions and rights will be available with My VMware?  
Permissions can be assigned by the Super User or Procurement Contact for the following activities:

  • View and manage product licenses and support details by account.
  • Get help and file Support Requests.
  • View and manage evaluations.
  • View orders and support contract details.
  • Create folders to better organize license keys
  • Manage user rights and permissions for license key management and support details.
  • Request a renewal quote for support contracts.

Who designates the Super User and Procurement Contact for an account?  
When My VMware launches, new customers will indentify the License End User on the purchase order, and that person will become the Super User for the new entitlement account.

Primary License Administrators (PLAs) on existing accounts will automatically become Super Users after migrating to My VMware, unless there are more than one PLA associated with the account. In that case, the last PLA who submits an order will become the Super User. Please see “Role Definitions” below for a description of user roles.

Note: For accounts that are part of our “Special Handling” group, this data conversion rule may not apply.

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Are the Super User and Procurement Contact roles equivalent to the Primary License Administrator (PLA) and Secondary License Administrator (SLA) roles?  
Not really. One PLA will become the Super User for the account. All other users will maintain their current access to license keys, but will no longer have a specific role. The actions they can perform will be determined by their user permissions. Please see “Role Definitions” below for a description of user roles.

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Can the Super User reassign his or her role?  
Yes. The Super User can reassign his or her role within My VMware to any user associated to his or her account. Or, Super Users may call VMware Customer Service for assistance.

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How will I know who is the Super User for each account I am associated?  
The Super User and Procurement Contact will be noted in your account when you visit the Account Summary page. You should continue to use your own corporate email to contact him or her directly.

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What are folders, and what will I use them for in My VMware?  
Folders in My VMware will enable customers to manage and organize product license keys and support, and the users who have access to them, in ways that make the most sense to you. They will eliminate the need to organize your information on multiple spreadsheets, streamlining and simplifying management.

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Which users will be able to modify folders?  
The Super User, Procurement Contact and others who have been assigned permissions will be able to create, rename, move and delete folders for an account. They will also be able to create subfolders to further organize information. Some folders will be created automatically by My VMware (for example, Home, VCE, ASP). Users will NOT be able to move or delete those folders. Users will not be associated with every folder automatically, and they may have different permissions for different folders.

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How will the folders be organized when My VMware launches?  
All existing license keys will be placed in a single folder by the current Primary License Administrator (PLA) under the Home folder. Users associated with the current license keys will have access to the new Home folder in My VMware. If a Secondary License Administrator (SLA) is available for an account, license keys will be placed in folders based on current PLA and SLA user rules. On accounts for which there is a Registered User (RU), license keys will be placed in a single folder under the PLA licenses folder. (Please refer to User Roles, later in this FAQ for detailed information about these roles.)

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How do I add a user to my account?  
If you have the appropriate permissions, you will be able to add any user to your account. All existing License and Support Administrators, as well as any Registered Users, will be added to the account automatically.

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Will third parties outside my organization be able to access my account?  
Yes. You will be able grant third parties access to your account. VMware will not give third parties access to your account unless they were previously associated to your account before the launch of My VMware.

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Definitions

Entitlement: The terms “entitlement” and “entitled” refer to accounts, not people. Entitlements define what products, licenses, support and services the account can access. Those access rights are generally based on a contract or purchase agreement. Some entitlements, such as support entitlements and term licenses, are renewable. Following are definitions of specific entitlements:

  • Support entitlement: The support services an account can access. A support contract may enable multiple support entitlements.
  • Product entitlements: The product binaries and licenses an account can access.
  • Service entitlements: The education and professional services an account can access. Currently, service entitlements are not managed through My VMware.

Entitlement account: An entitlement account is a unique account associated with a company, entity or individual that contains entitlement information. Setting up an entitlement account allows information to be viewed collectively rather than at the individual email account level. An entitlement account owns the product/service defined by the entitlement.

Folder: Folders are tools used in My VMware to manage and organize license keys. Users are not automatically associated with every folder. Each user can have different permissions for different folders. Depending on their permissions, users can create, rename, move and delete folders. Users can create subfolders. Some folders are created automatically by My VMware for the customer and cannot be moved or deleted (for example, Home, VCE, ASP).

Home folder: The Home folder is the default license key folder that all users will see in the folder view. The Home folder cannot be deleted or renamed. It will always be the one and only top folder.

User permissions: Permissions refer to activities that users can perform, if authorized. Some permissions are granted by default when a user is associated with an account (for example, download product permissions). Some permissions are delegated by the Super User, Procurement Contact or anyone who has Manage Users and Folders permissions.

Role Definitions:

A Super User can manage license keys and users on behalf of an account, add and remove permissions associated with account users, add or remove users, and reassign the Super User role to another user. There can be only one Super User for each account, but the same person may serve as Super User for multiple accounts.

A Procurement Contactwill be able to manage license keys and support on behalf of a specific account, and delegate and remove user permissions. However, the Procurement Contact will not be able to validate users that change their email addresses. Only Super Users will be able to complete this function. The same person may act as Super User and Procurement Contact.

License End User
The license end user is the customer contact who is the end user of the purchased licenses and support. If the license end user information is not provided, the "sold to" contact of the order will be used to default these fields on the order. If this is the customer's first transaction with VMware and we create a new entitlement account for the customer, by default, the license end user will be the Super User of the entitlement account.

Roles Used Before My VMware

NOTE: The following roles existed before the introduction of VMware and will not be used by My VMware. Definitions are provided below for reference only.

Primary License Administrator (PLA)
There should only be one primary license administrator on a contract. The "Primary License Administrator" is the customer-specified employee on the order who is responsible for:

  • Facilitating election, purchase, and, if applicable, renewal of services.
  • Receiving and administering Software Product Licenses, Maintenance Releases, Minor Releases and Major Releases from VMware.
  • Customer adherence to the license restrictions of this agreement.
  • Adding, deleting or modifying other administrators (Secondary or Support) listed on the contract.

When logged into the account’s License Portal, PLAs have full access to view, modify, and redeem ALL licenses on the associated contract. A Customer may change its Primary License Administrator by contacting VMware.

Only the PLA has the ability to change or add a new Support Administrator (SA).

Secondary License Administrator (SLA)
A contract can have multiple Secondary License Administrators. The Secondary License Administrator (SLA) is responsible for:

  • Receiving and managing Software Product Licenses, Maintenance Releases, Minor Releases and Major Releases.
  • Receiving and managing updates and upgrades from VMware.

An SLA can view, modify, and redeem only the licenses they are given access to by the PLA. Only the PLA has the ability to change or add a new Secondary License Administrator (SLA).

Support Administrator (SA)
A contract can have multiple Support Administrators. The Support Administrator (SA) is responsible for:

  • Engaging VMware Global Support Services for support.
  • Monitoring resolution of all escalated support issues.

An SA cannot provision, view, modify, or redeem licenses. If the SA also has a PLA or an SLA role, this individual will have the associated capabilities including the ability to view, modify, or redeem licenses.

Registered User (RU)
A Registered User (RU) is the individual (with unique email address) to which a license key is registered. Each license key can have only one Registered User. Registered Users have the following permissions:

  • Downloading software that can be activated by the registered license key.
  • Viewing the registered license keys.
  • Managing the registered license keys.