VMware Global Support Services (GSS) will assist customers in problem analysis to determine whether or not the technical issue is related to the third-party hardware or software. In order to isolate the issue, VMware reserves the right to request that the third-party hardware or software be removed.
If VMware GSS cannot directly identify the root cause or reasonably suspects that the problem is related to third-party hardware or software, GSS will reach out to third-party vendors based on established Technical Support Alliance Network (TSANet) or Cooperative Support Agreement (CSA) relationships to further troubleshoot the issue. VMware will only engage TSANet for customers who are using supported configurations. If the customer is utilizing an unsupported third-party configuration, GSS will require the customer to open a support request with the third-party vendor's support organization.
In addition, if the root cause is believed to originate from a third-party vendor's product for which VMware does not maintain a cooperative support relationship, GSS will require the customer to open a support request with the third-party vendor's support organization.
Important: For support of third party software running on vCloud Air, please refer to the terms of service.