There are several ways to access VMware Support Services. Access varies by license type, support offering, and product.
Web-based Support
If you have an active Support agreement, have an unused Per Incident SR, are participating in our Beta program, or are entitled to Complimentary Support, you can file a SR on our Web site. To make an online support request, submit an online support request .
You will be asked for your Email Address and Password from your personal profile. If you have not set up a Personal Profile, you will need to do that before you can continue on. Once you've logged in, your profile will be checked for registered products and active support agreements.
If you have active agreements, you will be presented with a list of products, support agreement levels and product versions in a table on the screen. The exact products and agreements shown will depend on your purchases, registrations and agreements.
After you fill out the Support Request form, your request is assigned a SR number. The SR number is confirmed with you on-screen and a computer-generated message acknowledging receipt of your SR will be sent within one (1) hour. Please use this SR number when communicating with VMware about that specific issue. If you do not receive an electronic response from us within one hour, please send an inquiry by email.
Initial response times by the Technical Support Engineer will follow the guidelines for your specific Support offering.
Phone Support
VMware technical phone support is available to customers covered by Platinum (24x7) and Gold (12x5) support contracts. We highly recommend that any Critical Severity One issues, such as a down system, be reported to VMware Support via telephone. The main numbers for VMware Technical Support are:
U.S. and Canada: 1-877-4-VMWARE (1-877-486-9273) or 1-650-475-5345
Outside the U.S: use our global toll free numbers or call direct at +1-650-475-5345.
The Customer Service group is staffed to answer telephone SRs live (7x24). On rare occasions where the staff may be involved serving other customers, we ask that you leave a detailed message including:
- Your name
- Your company name
- Phone number where you can be reached or your pager number
- SR 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 SR, your request is assigned a SR number. The SR number will be given to you over the phone and sent to you within one (1) hour in a computer-generated message acknowledging receipt of your SR. Please use this SR 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.
