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. On this page, you will learn how to:
- File a support request online – available if you have purchased a support contract, Per-Incident Support, or product that qualifies for complimentary support.
- File a support request over the phone – available if you have purchased Platinum, Gold or Desktop Standard Support contract or if you have purchased Per-Incident Support for a qualifying product.
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 www.vmware.com/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 contracts, you will be presented with a list of products, support agreement contracts and product versions in a table on the screen. An example for both a support request and per-incident support request are included in the screens below. (The exact products and support levels shown will depend on your purchases, registrations and agreements.) Select one of the products in the right hand "Click for Support" or "Request Support" column to access the Online Support form.
File Support Request
File Pre-Paid Per-Incident Support Request
Select one of the products in the right-hand "Request Support" 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.
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:
U.S. and Canada: 1-877-4-VMWARE (1-877-486-9273) or 1-650-475-5345
Global toll free numbers are provided at
http://www.vmware.com/support/phone_support.html.
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.
