Additional Support Policies & Guidelines
- If you do not have an existing technical support case, please click here for our guide on how to open a new support case.
- If you have an existing technical support case and wish to escalate, please click here for our guide on how to escalate a support case on Customer Connect.
- If you are unable to use Customer Connect to open a new support case or to escalate an existing case, please call VMware Support at 1-877-486-9273 for English language support in the U.S. If you’re in another country, please find your Support phone number here.
If you feel you have found a defect in a VMware product and you have an active support agreement with us, you should report that to VMware Support via the normal Support Request process.
VMware allows changes to customer account details in certain instances. For more information, go to Licensing Policies.
Modified code is not supported by VMware. VMware in its sole discretion, reserves the right to request that the modified code be removed.
A support request is typically closed when you confirm that a resolution has been reached or if VMware does not hear back from you after three attempts to contact you during a ten day period. Support requests may also be closed if they cannot be resolved, or if VMware chooses not to resolve certain issues, with acknowledgement and agreement from you.
Go to VMware Customer Connect, login and select Get Support.
End of Support (EOSL)
A product has reached its end of support life when it is no longer generally supported by VMware. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.
VMware Extended Support is designed to provide security and Severity 1 fixes for your legacy environment while you are migrating to a newer fully supported version of VMware software products. We are committed to ensuring that you can rely on VMware’s enterprise-class worldwide support while you upgrade your systems so you can focus on running your business.
End of Availability (EOA)/End of Distribution (EOD)
A product has reached its end of availability when it is no longer available for purchase from VMware. A product has reached its end of distribution when VMware can no longer make it available as a download from vmware.com or distribute the product in other ways. The end of availability and end of distribution may coincide.