VMware Support Services can be accessed from the VMware Web site or via the phone. Access varies by license type, support offering (contract or per–incident) and product.
How to File a Support Request by Phone
Filing a support request online is the fastest method to file a support request; however, if you prefer to contact VMware Technical Support by phone, the main numbers for VMware Technical Support are:
For VMware Fusion and Workstation customers, Technical Support is available Monday through Friday 6am – 6pm PST/PDT. Customers are also able to file support requests through the Web or leave a message at any time and should expect a response within 24 hours.
For all other VMware products, the Customer Service group is staffed to answer telephone support requests live (24x7). On rare occasions where the staff may be involved serving other customers, leave a detailed message including:
- Your name
- Your company name
- Phone number where you can be reached or your pager number
- Support request number (if the call is in regards to an existing issue)
- A brief description of the problem
Messages are typically responded to within 30 minutes or less.
After you work with the Customer Service Representative to enter the support request, your request is assigned a support request number. The support request number will be given to you over the phone and sent to you within one hour in a computer-generated message acknowledging receipt of your support request. Please use this support request number when communicating with VMware about that specific issue.
Initial response times by the Technical Support Engineer will follow the guidelines for your specific Support offering. Response will be either by phone or email or a combination of both depending on what you specified when creating your support request.