Access to U.S. Citizen / U.S. Soil Support

VMware U.S. Federal Technical Support was created to meet the needs of the United States Federal government, especially those working in intelligence, aerospace and national security, that require speaking with technical support engineers who are U.S. citizens located in a support center in the United States. 

Eligible products sold on the U.S. Federal price list or GSA schedule are covered. Software products recently acquired by VMware may eventually be supported under the U.S. Federal Technical support offering. To learn which products are currently not eligible / excluded, see Support by Product Matrix  documentation.

VMware is not authorized to store classified / sensitive data. We offer a tool for you to scrub your log files before sending them to us. Please contact the U.S. Federal Technical Support team for the latest version of the tool.

Escalations work exactly as the documented procedure on VMware.com. For further information, see the Support Escalation page.

VMware cannot guarantee your case will be handled by a U.S. Citizen on U.S. Soil if it is escalated outside of the Global Support Services organization.

All U.S. Federal customers automatically receive, at no additional cost, U.S. Federal Technical Support when they purchase eligible licenses and Support and Subscription contracts from the U.S. Federal price list or GSA schedule.

U.S. Federal Technical Support does not include specialized Service Level Agreements (SLAs). All the SLAs are dictated by the support offering that was purchased from the U.S. Federal price list or GSA schedule. Please refer to the SLAs that have been defined for VMware’s standard support offerings.

VMware cannot guarantee we have someone on staff beyond Secret Clearance. 

You can learn more by contacting the U.S. Federal Sales team: dial one of VMware's toll free numbers , choose the Sales option and then U.S. Federal Government customers