General Questions

What is My VMware?  
My VMware will transform your product license and support management experience by providing a new integrated, self-service, account-based interface focused on simplifying and streamlining your online activities with VMware. All VMware customers and partners may use this new site once we launch in 2012.

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Why is VMware introducing My VMware?  
We listened to customers’ requests for easier navigation and a consolidated view of your license keys and support. As a result, we are integrating many of the functions that used to be spread across multiple portals to provide a centralized view of the information you need. Your primary online activities will be faster, easier and more accessible, saving you time and effort.The My VMware folder management system enables simplicity, allowing customers to keep all of their license keys in one folder (the default HOME folder), if they wish.

Before My VMware, visibility into the full set of products and support owned by an organization was only available upon request (typically once a year during the support renewal process). With My VMware, the full set of all products and support owned by an organization is available at any time, on demand to the Super User and any other authorized users simply by logging into My VMware. This allows for proactive correction of inaccurate information instead of waiting for a support renewal or Enterprise License Agreement (ELA) purchase.

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When does My VMware go live?  
My VMware is currently under development and will go live on April 14, 2012. You will receive additional details as the launch date approaches.

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What will I be able to do in My VMware?  
Using My VMware, you can:

  • View and manage product license keys and support, by account, instead of the current email domain structure.
  • Get help and file Support Requests.
  • Download products.
  • View and manage evaluations.
  • View orders and support contract details.
  • Create folders to better organize your license keys.
  • Manage user rights and permissions for license key management and support.
  • Request a renewal quote for support contracts.
  • See tasks performed by users within your account.

What are the primary benefits of My VMware?  
When My VMware launches, license keys and support contracts will no longer be "owned" by the individual who placed the order, but by your organization. This means you will be able to manage product license keys and support at a customer account level instead of the current email domain structure. Other benefits include:

  • Improved organization for products and support.
  • Complete visibility into purchases and support contract status.
  • Unified visibility into license keys and support requests.
  • Simplified license key management using folders to organize license keys.
  • Accelerated installations through intuitive organization of product downloads and trials.
  • Flexible user permission model, allowing customers to assign specific actions to specific individuals.

Who should I contact if I have questions about my account after the My VMware launch?  
If you have questions, please contact VMware Support or VMware Licensing for assistance.

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Will I be able to update my email address associated to my profile in the future?  
Yes. You’ll be able to update your profile yourself through the My VMware interface, or you can contact VMware Customer Service or Licensing for assistance.

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How will I log into My VMware?  
The login you use to access existing VMware portals will continue to work for My VMware.

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How can I learn more about using My VMware?  
In the upcoming months, you will receive multiple communications describing My VMware, with availability information and instructions on usage. As always, VMware Customer Service is available 24 x 7 to answer your questions.

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Account Questions

Why do my accounts look like they do in My VMware?  
The account structure created as a part of the conversion to My VMware was based on entity names submitted on all previous purchase orders to VMware (including initial purchases of licenses, support and renewals).

Previous efforts between customers and VMware to clean up data by consolidating licenses under a single contract were persevered in the migration to My VMware.

Primary License Administrators (PLAs) with access to support contracts or licenses that were not purchased by the same account will continue to maintain access to these entitlements, but they may be divided across several accounts; users that do not have account level access, may not see the complete details of the support contracts covering their license keys.

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How did you determine what to name my accounts in My VMware?  
VMware policy is to designate the name of a customer's My VMware Entitlement Account using the name that appears on the customer's first purchase order. Customers with VMware licenses that were procured prior to the launch of My VMware will have Entitlement Account names designated from the VMware order management system. These names are based upon purchase orders previously submitted by the customer. In addition, customer names go through a set of standardization and cleansing rules upon being submitted to VMware by the order process.

Changes to an account name can be made by the Super User or Procurement Contact by filling out the VMware Account Change Form and contacting the VMware Licensing Team.

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Why do I see multiple accounts in My VMware?  
Based on how an organization places orders with VMware, a customer may be associated with more than one account.

A customer may have a different set of permissions and access for each account. For example, someone may be a Super User for one account while being a regular user for another.

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How do I merge or split accounts, or change an account name?  
If you are a Super User and would like to merge accounts, split accounts, or conduct a name change for an entitlement account, you must contact VMware Support. You may call, email, or log a Support Request via My VMware when it is live.

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Data Questions

Can VMware share details on how my data looked before My VMware vs. how it looks in My VMware?  
The data conversion is unique to each individual customer, and unfortunately is too difficult to illustrate in a "before and after" comparison.

However, we can share with you the following data conversion principles VMware used when converting your data:

  • The account structure created by conversion is based on purchase and transaction (initial and renewals) history with VMware.
  • User association to accounts (and entitlements owned by that account) is based on access in the current production systems.
  • No user with the ability to perform transaction X on a given product or license will lose that ability in My VMware. As an example, if a user can see license Y in License.Next, they will be able to see that license in My VMware. If a user can file support on Product Z in the current portal, they will be able to file support on that same product in My VMware.

Why do I see a license that my company owns in My VMware but I should not see?  
Why do I see a license that my company does not own in My VMware?
Why I am missing a license in My VMware?
Why do see a license that I do not recognize in My VMware? How do I fix these issues?
Review your My VMware accounts and licenses to verify the information. If you are missing a license, make sure the license is not located in another account. If you still experience issues after this review, contact your Super User for help. Note that if you are not a Super User, you may not have permissions to view and access certain license information. If you have additional questions after conducting this verification process, please contact the VMware Licensing team for help.

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Why do I see a support contract that my company owns in My VMware but I should not see?  
Why do I see a contract that my company does not own in My VMware?
Why I am missing a contract in My VMware?
Why do I see a contract that I do not recognize in My VMware? How do I fix these issues?
Review your My VMware accounts and contracts to verify the information. If you are missing a contract, make sure the contract is not located in another account. If you still experience issues after this review, contact your Super User for help. Note that if you are not a Super User, you may not have permissions to view and access certain contract information. If you have additional questions after conducting this verification process, please contact the VMware Licensing team for help.

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My VMware Users, Roles and Permissions

User roles that will be available with My VMware:
"Super User" and "Procurement Contact" are the only official roles in the My VMware environment. (See below for detailed descriptions of these roles.)

A Super User can manage license keys and users on behalf of an account, add and remove permissions associated with account users, add or remove users, and reassign the Super User role to another user. There can be only one Super User for each account, but the same person may serve as Super User for multiple accounts. The Super User is the technical contact on the account.

A Procurement Contact will be able to manage license keys and support on behalf of a specific account, and delegate and remove user permissions. The same person may act as Super User and Procurement Contact. The Procurement Contact is the procurement point of contact on the account.

All others will be designated "users" with assigned permissions. By default, all users will be associated to at least one folder and have permission to download products associated to your account. Additional account or folder-based permissions may be granted to users by the Super User or Procurement Contact.

Registered users on individual license keys before My VMware will be converted into My VMware with equivalent permissions on the license keys they have registered in the past.

What permissions and rights will be available with My VMware?  
Permissions can be assigned for the following activities:

  • Global
    • Administer Account
    • View All Support Requests
    • View All Orders & Support Contracts
  • By Folder
    • View License Keys & User Permissions
    • Manage Folders & User Permissions
  • Divide & Combine License Keys
  • Upgrade & Downgrade License Keys
  • File Technical Support Requests
  • Download Products

Who designates the Super User and Procurement Contact for an account?  
When My VMware launches, new customers will identify the License End User on the purchase order, and that person will become the Super User for the new entitlement account.

Primary License Administrators (PLAs) on existing accounts will automatically become Super Users after migrating to My VMware, unless there are more than one PLA associated with the account. In that case, the last PLA who submits an order will become the Super User. Please see "Role Definitions" below for a description of user roles.

Note: This data conversion rule will be applied to most accounts, but not all.

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Can I change the Super User if they have left the company? I should be the Super User, but I am not designated as such – why?  
Customers can call the VMware Licensing team and request the Super User be changed.

The last person in the VMware system who placed an order has been designated the Super User in My VMware. The Super User can change the Super User designation in My VMware.

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What happens to the Support Administrator role in My VMware?  
Support Administrators will become users in My VMware. They will retain the same access to the products for which they filed Support Requests before My VMware.

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Are the Super User and Procurement Contact roles equivalent to the Primary License Administrator (PLA) and Secondary License Administrator (SLA) roles?  
Not really. One PLA will become the Super User for the account. All other users will maintain their current access to license keys, but will no longer have a specific role. The actions they can perform will be determined by their user permissions. Please see "Role Definitions" below for a description of user roles.

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Can the Super User reassign his or her role?  
Yes. The Super User can reassign his or her role within My VMware to any user associated to his or her account. Or, Super Users may call VMware Customer Service for assistance.

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How will I know who is the Super User for each account I am associated?  
The Super User and Procurement Contact will be noted in your account when you visit the Account Summary page. You should continue to use your own corporate email to contact him or her directly.

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What are folders, and what will I use them for in My VMware?  
Folders in My VMware will enable customers to manage and organize product license keys, and the users who have access to them, in ways that make the most sense to you. They will eliminate the need to organize your information on multiple spreadsheets, streamlining and simplifying management.

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Which users will be able to modify folders?  
The Super User, Procurement Contact and others who have been assigned permissions will be able to create, rename, move and delete folders for an account. They will also be able to create subfolders to further organize information. Some folders will be created automatically by My VMware (for example, HOME, VCE, ASP). Users will NOT be able to move or delete those folders. Users will not be associated with every folder automatically, and they may have different permissions for different folders.

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How will the folders be organized when My VMware launches?  
All existing license keys will be placed in a single folder by the current Primary License Administrator (PLA) under the HOME folder. Users associated with the current license keys will have access to the new HOME folder in My VMware. (Please refer to User Roles, later in this FAQ for detailed information about roles.)

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How do I add, remove, or change permissions on a folder?  
You can request permissions for a specific folder from a Super User or another user who has the "Manage Folders & User Permissions" permission for that particular folder. To view which users have this permission, navigate to Users & Permissions, click on the "By Folder" Tab, and choose the folder you want additional permissions to. You will see which users are associated with that folder, and by clicking on any user, you will see which permissions each user has for that particular folder. You must email one of those users to request folder permissions.

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How do I add a user to my account?  
If you have the appropriate permissions, you will be able to add any user to your account. All existing License and Support Administrators, as well as any Registered Users, will be added to the account automatically.

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Why are users in the My VMware account that have left the company and/or that I don’t recognize? Why are some users missing?  
All users that previously had access to licenses and contracts are converted and associated to the account that now owns the licenses.

Registered users that were able to gain access to an individual license key were not previously visible to the Primary License Administrators (PLA) but had access to the key in the License.Next portal. These users are now visible to the Super User in the list of all users with access to the account.

Primary License Administrators (PLAs) with access to support contracts or licenses that were not purchased by the same account will continue to maintain access to these entitlements, but they may be divided across several accounts; users that do not have account level access, may not see the complete details of the support contracts covering their license keys.

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Will third parties outside my organization be able to access my account?  
Yes. You will be able grant third parties access to your account. VMware will not give third parties access to your account unless they were previously associated to your account before the launch of My VMware.

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VMware Super User Service (vSUS)

Background:
In order to better assist US Federal, select International Government, OEMs/Partners, and other complex accounts, we have set up a VMware Super User Service (vSUS) program where VMware acts as the Super User on behalf of the customer.

Exception to above: Any accounts in the above-mentioned sectors with a single Primary License Administrator (PLA) will NOT be included in the vSUS program since the single PLA will become the Super User/Procurement Contact.

Who will manage vSUS Entitlement Accounts?  

  • vSUS Entitlement Accounts are directly managed by a specially trained VMware team
  • Special Global Support teams (vSUS & US Federal Licensing Support teams) within VMware help manage these customer accounts

What services can VMware assist vSUS customers with?  
VMware can assist them with the following functions:

  • Renewals Quote Request button – vSUS customers will NOT see the button that leads to the Request Renewals Quote form which auto-populates with Super User details. However, vSUS customers can submit renewal quote requests through a special form which can be found here: www.vmware.com/support/contacts/renewal_request
  • Deactivate base license of a partial edition upgrade order
  • View Contract and Order history/details
  • Account changes (e.g., renaming Accounts, etc.)
  • Manage license keys and permissions for HOME folder
  • Update the Super User/Procurement Contact

How was the list of US Federal, International Government, and other vSUS customers selected?  
Several internal VMware teams across the globe, including those working with US Federal, complex customer accounts, Universities, OEMs/Partners, and APJ customers submitted lists of accounts which qualified for the vSUS program based on their analysis of customer data and their engagement with the customers.

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What criteria did VMware use to select customers for the vSUS program?  

  • The correct Super User is yet to be identified within the customer organization
  • No one single user within a particular organization should be able to see over-arching data
  • There is security risk with allowing the current Super User to have over-arching visibility and privileges

How do I know if my Account has a VMware Super User?  
"VMware Team" will appear as the Super User and Procurement Contact on the Account Summary and Users & Permissions pages on the My VMware portal if VMware is designated as your Super User.

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Can a customer be a Super User on one Account and have internal VMware Super User Service on another?  
Yes, customers may belong to multiple Accounts, and may act as Super User on some of these and rely on VMware to be the Super User on other ones. If a user was the only PLA on a particular Entitlement Account, this user will become the Super User and Procurement Contact on this Account and will not need to rely on VMware to perform the Super User functions on their behalf. Therefore, many customers who have been added to the vSUS program may find someone within their organization as the Super User on some of their Accounts.

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What internal VMware GSS team(s) support vSUS customers?  

  • For US Federal customers, our US Federal Licensing Support team will assist.
  • For non-Federal vSUS customers, our Global Support agents will assist.

How can customers contact VMware for support?  

  • vSUS customers, including US Federal, should use their normal channels for support, including existing customer support phone numbers and logging a case through the web (via My VMware Customer Support or Get Support pages on the new My VMware portal).
  • In addition, all vSUS customers, including US Federal, can email the address of the internal Super User which is visible on the Users & Permissions page of the new My VMware portal. The Support Requests (SRs) that result from these emails will get directly assigned to the US Federal Licensing or vSUS teams.

What are the hours of operation for the vSUS GSS Support team?  

  • For US Federal, the US Federal Licensing Support team operates from Monday to Friday, 6am to 6pm PST; After hours is supported by our US Federal Technical Support Engineers who will create a Support Request for the US Federal Licensing team to follow up on during their operating hours.
  • For non-Federal, the vSUS team operates from Sunday, 10:30 pm GMT to Saturday, 1 am GMT, thus covering business hours. After hours are supported by other Global Support staff members, but some Support Requests may need to be assigned to the special vSUS team to follow up on.

What is the SLA for vSUS Support Requests?  
The SLA for all vSUS specific Support Requests is approximately 12 business hours (based on customer's time zone) from the time the case is opened.

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How long will the vSUS program last?  
The vSUS program is temporary, and VMware's goal is to transition customers off of vSUS once data is re-structured in a suitable manner and appropriate Super Users are identified for the impacted Accounts.

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Can additional customers be added to this program?  
We do not foresee any need to add additional customers to the program; however, these requests will be reviewed on a case-by-case basis as part of My VMware support.

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Definitions

Entitlement: The terms "entitlement" and "entitled" refer to accounts, not people. Entitlements define what products, licenses, support and services the account can access. Those access rights are generally based on a contract or purchase agreement. Some entitlements, such as support entitlements and term licenses, are renewable. Following are definitions of specific entitlements:

  • Support entitlement: The support services an account can access. A support contract may enable multiple support entitlements.
  • Product entitlements: The product binaries and licenses an account can access.
  • Service entitlements: The education and professional services an account can access. Currently, service entitlements, including education and Professional Services credits orders, VATC orders, Certifications, and transcripts, are not managed through My VMware.

Entitlement account: An entitlement account is a unique account associated with a company, entity or individual that contains entitlement information. Setting up an entitlement account allows information to be viewed collectively rather than at the individual email account level. An entitlement account owns the product/service defined by the entitlement. In My VMware, an Entitlement Account is referred to as an "Account".

Ownership of product and support entitlements is at the Entitlement Level, not the user level. A user that can access license keys in My VMware does not necessarily have permissions to deploy the product licenses that are represented by those license keys.

Folder: Folders are tools used in My VMware to manage and organize license keys. Users are not automatically associated with every folder. Each user can have different permissions for different folders. Depending on their permissions, users can create, rename, move and delete folders. Users can create subfolders. Some folders are created automatically by My VMware for the customer and cannot be moved or deleted (for example, Home, VCE, ASP).

HOME folder: The HOME folder is the default license key folder that all users will see in the folder view. The HOME folder cannot be deleted or renamed. It will always be the one and only top folder.

User permissions: Permissions refer to activities that users can perform, if authorized. Some permissions are granted by default when a user is associated with an account (for example, download product permissions). Some permissions are delegated by the Super User, Procurement Contact or anyone who has Manage Users and Folders permissions.

Role Definitions:

A Super User can manage license keys and users on behalf of an account, add and remove permissions associated with account users, add or remove users, and reassign the Super User role to another user. There can be only one Super User for each account, but the same person may serve as Super User for multiple accounts. The Super User is the technical contact on the account.

A Procurement Contact will be able to manage license keys and support on behalf of a specific account, and delegate and remove user permissions. The same person may act as Super User and Procurement Contact. The Procurement Contact is the procurement point of contact on the account.

All others will be designated "users" with assigned permissions. By default, all users will be associated to at least one folder and have permission to download products associated to your account. Additional account or folder-based permissions may be granted to users by the Super User or Procurement Contact.

License End User
The license end user is the customer contact who is the end user of the purchased licenses and support. If the license end user information is not provided, the "sold to" contact of the order will be used to default these fields on the order. If this is the customer's first transaction with VMware and we create a new entitlement account for the customer, by default, the license end user will be the Super User of the entitlement account.

Roles Used Before My VMware

NOTE: The following roles existed before the introduction of My VMware and will not be used by My VMware. Definitions are provided below for reference only.

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 by contacting VMware.

Only the PLA has the ability to change or add a new Support Administrator (SA).

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.

Registered User (RU)
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.