VMware Global Support Services (GSS) will assist customers in problem analysis to determine whether or not a technical issue is related to third-party hardware or software. In order to isolate the issue, VMware reserves the right to request that third-party hardware or software be removed.
If VMware GSS reasonably suspects that the root cause of 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, provided the configuration is certified or published by VMware as supported in product documentation. If VMware does not maintain a cooperative support relationship with the third-party vendor or if the configuration is not certified or supported by VMware, then customer is required to open a support request directly 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.