IONIX FAQ

What are the names of the products that got acquired by VMware from EMC?

VMware is now providing technical support for the following products and is committed to delivering the highest level of support and service for these products without interruption:

  • VMware Service Manager(also formerly known as EMC Ionix Service Manager and InfraEnterprise)
  • VMware vCenter Application Discovery Manager (also formerly known as EMC Ionix Application Discovery Manager and nLayers Application Discovery Manager)
  • VMware vRealize Configuration Manager (also formerly known as EMC Ionix Server Configuration Manager and Configuresoft Enterprise Configuration Manager)
  • VMware vCenter Application Stack Manager will be sold as part of vRealize Configuration Manager (also formerly known as EMC Ionix Application Stack Manager and FastScale Application Stack Manager)
  • VMware vCenter Configuration Analytics Manager (also formerly known as EMC Ionix Configuration Analytics Manager and Configuresoft Configuration Intelligence Analytics)
What Support and Subscription Offering is my existing contract tied to?

VMware mapped your existing EMC Ionix support contract(s) to the closest VMware equivalent and loaded this contract data into our systems.

As of July 1, 2010, your support contract will be based on the features and service level agreements of VMware Support and Subscription (SnS) offerings. To access and manage your support contracts, select Accounts > Support Contract History by logging into My VMware

Please note that VMware Support Offerings cover software only. EMC will continue to provide hardware support for the term of your contract.

How do I contact Technical Support?

VMware has retained the key technical support personnel who were dedicated to supporting the acquired EMC Ionix products, and these engineers will continue to serve you. Starting July 1st, you will be able to contact these teams via the VMware support Web site and telephone numbers.

VMware’s main support line is 1-877-4VMWARE (1-877 486 9273). Check our listing for alternate worldwide phone numbers.

You will need a VMware Account and be tied to a Support Contract to be able to open technical support requests.

Why do I need a VMware Account?

In order to ensure uninterrupted access to support personnel, software downloads and technical information, you need a VMware Account.

With a VMware Account, you will be able to enter the different VMware Portals (for example; Support Contract, Support Entitlement, Order History and License portals). You access them from one login after completing a simple registration. For many existing EMC Ionix customers, VMware created your account. You can manage all of your account-related activities by logging into My VMware

You will have already received a confirmation email that holds your unique VMware Customer Number and should be used when contacting VMware Support.

What is a VMware Customer Number and when should it be used?

To learn more about your VMware Customer Number and when it should be used, please visit: http://www.vmware.com/support/customer-number-faq.html.

How do I ensure I can log support cases?

You need to be sure you have the role of Support Administrator on your support contract. Log into the Manage Support Contract Portal. If you are listed as an administrator on Support Contracts, you will see the contract details under the Support Contracts tab. Primary License Administrators (PLAs) can also manage administrators and renew contracts here. To learn more, please visit the Support Contract FAQ - http://www.vmware.com/support/s3p/contracts_help.html.

I was given the wrong role on my company’s support contract -- what do I do?

Please contact our Customer Service or Licensing Specialist teams so we may update your records accordingly.

I see my support contract and the products listed are inaccurate, what can I do?

Please review the products included (new product names), service coverage (Basic or Production), and support contract dates.

VMware did modify the way VMware vRealize Configuration Manager and VMware vCenter Application Discovery Manager are packaged and sold. The products reflected in your Support Contract reflect this new product mapping.

If you see any discrepancies or have questions, please contact our Licensing Support team via Web or telephone, or live online chat so we may update your records.

I have a licensing question. Who do I contact?

VMware Global Support Services is committed to helping you with not only your product technical support questions but your licensing questions as well. Our Licensing Specialists can also be reached using any of the options listed here: http://www.vmware.com/support/contacts/.

I see I have license keys in the Product Licensing Portal, but they don’t seem to work. Why not?

VMware license key(s) was generated for your product, and although it is dormant at this moment, it is available on the Licenses page in My VMware Please note that these keys will not work in the product(s) until a future version of the product is released with the licensing control software included.

You should continue to use your original product license keys. For new customers, you will receive a separate email with the license key to use in the interim.

To learn more about the licensing differences for these products, please visit: the Ionix Acquisition Licensing Page.

My support contract will be coming up for renewal soon - whom do I contact?

A VMware Support Sales Representative will contact you to help ensure continuous, uninterrupted service. To request a quote, please email the VMware Renewals team.

I had an open technical support request with EMC before the transfer date. What happened to my case?

VMware migrated your open support case(s) into our case management system. We added two zeros to the beginning of your 8-digit Powerlink number to follow our standard 10-digit numbering schema. This 10-digit support request number can be used anywhere it is mentioned to reference your support request number.

To view your open support requests, select Get Support from My VMware. To view Support Requests, click on View All Support Requests in My VMware Overview page

What is the process of escalating a support case?

VMware Global Support Services (GSS) is always working to ensure that the appropriate resources and level of focus are applied to your Support Request to ensure a timely resolution. However, if you are not satisfied with the progress of your Support Request, we encourage you to request an escalation.

You can request that the Technical Support Engineer assigned to your case increase the severity level of a Support Request without an escalation if the business impact of a Support Request has changed or was not correctly recorded initially.

You can escalate a Support Request at any time either by speaking directly with the Customer Support Representative or Technical Support Engineer assigned to your request, or by requesting to speak with a Duty Manager. We highly recommend that you contact VMware GSS by telephone for escalations. This will help ensure that your request is directed to the appropriate resources as soon as possible to achieve successful and timely resolution.

For detailed instructions on how to escalate a Support Request, visit Escalation Policy Page.

I have opened a Support Request, but I need to send VMware a file larger than 10 MB. Where can I do this?

To learn how to use the FTP server for files larger than 10MB, read Knowledge Base Article 1008525.

Will the product Knowledge Base articles I used to use at EMC be available at VMware?

Yes. VMware has been working with EMC to ensure we have converted the most important and popular Knowledge Base articles to our Knowledge Management system by July 1. We will be adding the remaining articles during the month of July, 2010. You can search for these articles on the VMware Knowledge Base.

Is there somewhere I can find all the technical support resources for my specific product?

Yes. VMware has Product Support Centers for many of our products. Our Product Support Centers direct you to many great resources, including product documentation, Knowledge Base articles, community forums, licensing help and product download sites.

Are there any forums or communities for these products?

Yes. VMware creates a Product Community forum for our products. VMware has been working with EMC to ensure we have converted the most important forum threads and content to our VMware Communities by July 1. We will be adding more content over the month of July, 2010. Visit the Communities Homepage to find your product’s forum.

Where do I go to find the documentation for these products?

VMware provides a range of technical documentation on our current products, as well as on older products. This documentation includes technical manuals, release notes, tools, and libraries. Normally, all of these documents reside on the VMware Documentation page.

However, for these acquired products, technical manuals, release notes, tools, and libraries are only available to customers with an active license key. These documents will be found in product specific Download pages.

How will Enhancement Requests be processed after July 1, 2010?

You can send your product enhancement requests via our Request a Product Feature web form. Your idea will be sent to the correct Product Manager for review.

As a Service Manager customer, I used to be able to “chat” with my Technical Support Engineer; can I continue to do this?

Although not an official feature of EMC’s support offerings, we understand chat was a valued method of communicating to Technical Support Engineers while troubleshooting your Service Manager product issues.

VMware does not offer chat services with support engineers as part of our support offerings. However, for Production Support customers, VMware offers live transfer of telephone calls to Technical Support Engineers.

We believe that this live transfer feature will alleviate the loss of being able to chat with support staff regarding technical issues.

Where do I go to download the software for my product?

Software and documentation for these products can be found on the VMware download site.

Product URL

VMware vCenter Configuration

www.vmware.com/go/download_vcm

VMware vCenter Application Stack Manager

www.vmware.com/go/download_vcm
Available to all new and existing VMware vRealize Configuration Manager customers with an active Support and Subscription contract.Software will be available for download in Q4 2010.

VMware vCenter Application Discovery Manager

www.vmware.com/go/download_vadm

VMware Service Manager

www.vmware.com/go/download_sm

 

How do I get hardware support for Application Discovery Manager?

If you have an active support contract for Application Discovery Manager, you will continue to receive hardware support from EMC. You should log your support case with VMware and we will contact EMC on your behalf. EMC will then work with you directly to resolve your hardware issue.