My VMware Frequently Asked Questions

General Questions

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

Can I change or edit my profile?
Yes. You can change your profile yourself through the My VMware interface, or you can contact VMware Customer Service or Licensing for assistance.

How can I learn more about using My VMware?
VMware Customer Service is available 24 x 7 to answer your questions.

My VMware Users, Roles and Permissions

User roles that are available with My VMware include:

"Super User" and "Procurement Contact" are the only official roles in the My VMware environment:

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

All others are designated “users” with assigned permissions. By default, all users are 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 are 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?
New customers can identify the License End User on the purchase order, and that person becomes the Super User for the new entitlement account.

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.

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

What are folders, and what do I use them for in My VMware?
Folders in My VMware 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 eliminate the need to organize your information on multiple spreadsheets, streamlining and simplifying management.

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

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

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

Can third parties outside my organization access my account?
Yes. You are able grant third parties access to your account.

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 see in the folder view. The Home folder cannot be deleted or renamed. It is 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 Contact is able to manage license keys and support on behalf of a specific account, and delegate and remove user permissions. However, the Procurement Contact is not able to validate users that change their email addresses. Only Super Users can complete this function. The same person may act as Super User and Procurement Contact.

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 is 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 is the Super User of the entitlement account.