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 Online
Filing a support request online is the fastest method to file a support request and is available to all customers covered by one of our support contracts or by the purchase of a support incident.
1. Go to Support Contacts and select File a Technical Support Request for technical product questions.
2. Before you submit a support request, you will have the option to search the VMware knowledge base, communities or documentation, which may offer an immediate answer to your question or issue.
3. If these options did not answer your question(s), please file a Support Request via the "File Support Request" or "File Per-Incident Support Request" button.
4. Enter your email address and password from your VMware profile. If you do not have a profile, you will need to create one and register your products to activate your support agreements.
5. If you have active support contracts, you will be presented with a list of products covered and support levels. (The exact products and support levels shown will depend on your purchases, registrations and agreements.) Find the product you want and click on the link to access the Online Support form. If you have Per Incident Support, you will see your Per Incident entitlements on the Per Incident tab. (See below.)
File Pre-Paid Per-Incident Support Request
Choose the Incident Support tab. Then select one of the products in the right-hand "Supported Products/File SR" column to access the Online Support form.
6. Fill out the necessary fields, provide a detailed problem description and attach any/all configuration, log and core files (as appropriate). Depending on the product's support entitlement, this form may or may not include all of these fields.
After you fill out the support request form, your request is assigned a support request number. The support request number is confirmed with you on-screen and a computer-generated message acknowledging receipt of your support request will be sent within one hour. Please use this support request number when communicating with VMware about that specific issue. If you do not receive an electronic response within one hour, please send an inquiry to Customer Service.
