Why don't all of my support contracts appear in list? Some are missing.
You must be listed either as a Primary License Administrator (PLA), Secondary License Administrator (SLA), or Support Administrator (SA) in the support contract to view it online. Please contact your Primary License Administrator if you need to be added to the support contract.
Can I renew my support contract online?
Yes, Primary License Administrators (PLAs) can renew their contract by clicking on the "Renew Online or Request Quote" button located below the Contract Summary grid. Most contract renewals priced at less than $3,000 can be renewed online. For all other contracts, you can request a quote from the VMware Contract Renewal Team. Contact VMware Support if you need additional contract renewal assistance.
I'm unable to update my Business Critical Support (BCS) and Capacity Planner (CPL) contracts.
BCS and CPL contracts cannot be modified online. Please contact VMware Support to administer these contracts.
I'm unable to add a Secondary License Administrator (SLA) on my ASP contracts.
The system only allows adding Support Administrators (SA) on ASP contracts. Please contact VMware Support to further assistance.
I'm unable to see all transactions associated with my contract.
Modifications made to administrator roles after 2009/02/21 are displayed under the Contract History tab.
My phone number/contact information is listed incorrectly. How do I request updates to this information?
Please click on the Profile link on the top right corner to update your information. Updates may take 24 hours to be reflected on the systems.
How can I change the Primary License Administrator (PLA) on a support contract?
Please contact VMware Support to change the Primary License Administrator (PLA) on your contract.
When using the Manage Administrator Search, I can't find the administrator I’m looking for. How can I add someone to this list?
The person you want to add or replace must 1) have a VMware account (click here to register) and 2) be associated to the account before you can manage him/her as an administrator online. Please contact VMware Support to add the person to the account once the person has registered.
Some orders are missing or I'm unable to view an order's details.
There are two levels of viewing rights for orders:
- The VMware purchasing contact for the order can view the order number associated with a contract and all details of that order.
- Administrators listed on contracts included in an order can see the order number but not the order details.
If you would like to find out more information about an order but cannot see the details online, please contact your internal purchasing manager for orders placed directly with VMware or your reseller for orders placed with a VMware-authorized partner.
Why don’t I see the changes I made reflected?
Changes made on the site will not be reflected immediately. There is system processing time for all changes which can take up to 24 hours, depending on the request. Once the processing has finished, an email will be sent to provide notification that the changes are complete.
I have so many contracts that it is hard to find the one I need to manage.
If you know the Contract ID you want to manage, you can narrow down the list by performing a search for the Contract.
What do the Pending and Renewed substatus icons mean?
The pending status indicates that a contract is in the process of being negotiated for renewal. The Renewed status means that the contract has been renewed and will take effect on the date displayed.
Why can't I see previous versions of my contracts?
At this time you can only view the most recent Active and Inactive contracts. In the future, you will be able to navigate to previous versions of the contracts if you are entitled.
Why am I unable to see the Manage Administrator options?
The contract's Primary License Administrator (PLA) has sole rights to add, edit or delete administrators. If you are not the PLA on a contract, you will not be presented with manage administrator options.
I am a Primary License Administrator. Where do I go to add/delete administrators listed for my contracts?
Login to the contracts portal and use the Manage Administrator button. Only Primary Licenses Administrators (PLAs) can modify administrator roles on a contract.
Why is there a green icon by some of my contract IDs?
The following icon 
signifies a Service and Support (SnS) extension credit to your support contract. The extension is given when you upgrade a product before the original support contract has expired. In such cases, the unused portion of the original contract is prorated and credited in days to the Support contract attached to your new product. To see the extension you were given, roll your mouse over the icon.
What is a Service and Support (SnS) credit and how can I find contracts that include the credit?
An SnS credit on your contract is signified by the following icon: . The extension credit is given when you upgrade a product before the original support contract has expired. In such cases, the unused portion of the original contract is prorated and credited in days to the Support contract attached to your new product. To see the extension you were given, hover your mouse over the icon.
What do the different administrator roles (PLA, SLA, SA and Registered User) mean?
Each Support Contract with VMware has one Primary License Administrator, one or more Secondary Licensing Administrators, and one or more Support Administrators.
License and support administrators must have a valid VMware Account. A new account can be created using this link: www.vmware.com/vmwarestore/
The roles of license and support administrator differ in some ways:
Primary License Administrator (PLA):
There should only be one primary license administrator on a contract.
The "Primary License Administrator" is the customer-specified employee on the order who is responsible for:
- Facilitating election, purchase, and, if applicable, renewal of services.
- Receiving and administering Software Product Licenses, Maintenance Releases, Minor Releases and Major Releases from VMware.
- Customer adherence to the license restrictions of this agreement.
- Adding, deleting or modifying other administrators (Secondary or Support) listed on the contract.
When logged into the account’s License Portal, PLAs have full access to view, modify, and redeem ALL licenses on the associated contract.
A Customer may change its Primary License Administrator.
Secondary License Administrator (SLA):
A contract can have multiple Secondary License Administrators. The Secondary License Administrator (SLA) is responsible for:
- Receiving and managing Software Product Licenses, Maintenance Releases, Minor Releases and Major Releases.
- Receiving and managing updates and upgrades from VMware.
An SLA can view, modify, and redeem only the licenses they are given access to by the PLA.
Only the PLA has the ability to change or add a new Secondary License Administrator (SLA).
Support Administrator (SA):
A contract can have multiple Support Administrators. The Support Administrator (SA) is responsible for:
- Engaging VMware Global Support Services for support.
- Monitoring resolution of all escalated support issues.
An SA cannot provision, view, modify, or redeem licenses. If the SA also has a PLA or an SLA role, this individual will have the associated capabilities including the ability to view, modify, or redeem licenses.
Only the PLA has the ability to change or add a new Support Administrator (SA).
Note: A Registered User (RU) role also exists.
A Registered User (RU) is the individual (with unique email address) to which a license key is registered. Each license key can have only one Registered User. Registered Users have the following permissions:
- Downloading software that can be activated by the registered license key.
- Viewing the registered license keys.
- Managing the registered license keys.
Important Details about Registered Users:
- A license can only be registered once online.
- Registration is needed for the following: 1) to gain access to licenses for products that don’t offer Support and Subscription (SnS) contracts 2) to store the license details in VMware’s Serial Number History database 3) to gain access to technical support.
- Anyone can be an RU for a license. Registration does not require affiliation with an order, support contract, or organization. Registration requires an active license key.
- Registered Users are tied to licenses, not support contracts, and so are not automatically entitled to the latest version of VMware products (unless they also have an active SnS contract).
Contract Role |
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| Permissions | Primary License Admin. (PLA) |
Secondary License Admin. (SLA) |
Support Admin. (SA) |
Register/update own profile |
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View assigned support contracts |
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Download support level specific products, patches, maintenance releases, etc. |
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Supscribe to receive notifications through email and /or online for the following:
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View Primary License Administrators (PLA), Secondary License Administrators (SLA) and Support Administrators (SA) on support contract |
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Manage (modify/add/delete) Support Administratro (SA) and Secondary Licesne Administrator (SLA) contacts on support contract |
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View Account level information on Licenses and Support Contracts |
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Purchase upgraded support level |
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Renew support contract |
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Request termination of multiple contracts on a single date |
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Request consolidation of multiple contracts on to a single contract |
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View licenses in licensing portals |
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Redeem licenses in VI3 and vSphere license portals |
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Create, delete or modify license files |
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View all Support Requests (SR) filed by any Support Administrators on the support contract - PLANNED FEATURE |
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File Support Requests (SR) |
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