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Knowledge Base

Restriction on use of Group Aliases to File Technical Support Requests (74751)

Last Updated: 7/1/2021Categories: InformationalTotal Views: 13229Language:
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Details

VMware does not allow group aliases to be used, by customers, to raise Technical Support Requests.
Per VMwares Terms and Conditions a technical contact is clearly defined as an individual and, as a result, customers are not allowed to have a group alias as one (or more) of these technical contacts.

VMware defines a group alias as:
A group generic email address (e.g. [email-masked]) that can go to a group of individual user accounts (humans). The number in the group can be the entire organization or simply a selection of individuals in the organization that receives this email in their inbox (usually at least two in the group).

For more information on the VMware Support terms and Services please view:
Support Offerings Overview – See “Max Number of Technical Contacts per Contract” for your specific support entitlement
VMware Technical Support and Subscription Services Terms and Conditions – See Section 1.10
VMware Technical Support Welcome Guide – See Customer Roles & Responsibilities Pg 5

Solution

How do I Become Compliant?
In order to be compliant, the “File technical support requests” permission should be removed from all group aliases, where possible. You can do this in the Customer Connect Portal as well as update, add or remove any other users.
We recognize that a group alias can be used as the Super user (SU), Procurement Contact (PC) or an Administrator (A) on your Entitlement Account (EA). Ideally, this should be changed, but if a group alias must have one of these roles it can remain. However, per the new governance policies, any group alias should never be used to file SRs, even if it is the SU/PC or an Administrator. Please Note the best way to avoid policy breach is to add the group alias as a standard user on the Home folder, without the permission to file technical support requests. This will enable the group alias to have every other permission that the SU or PC has while ensuring compliance.
VMware retains the right to refuse service on any SR where a group alias is used as the Technical Contact.

Making changes
If you need to make changes due to these restrictions, please refer to the following KBs:
Understanding user permissions in Customer Connect (2006977)
How to view user permissions in Customer Connect (2070468)
How to edit user permissions in Customer Connect (2070479)
How to copy user permissions in Customer Connect (2070481)
Other Considerations:
If you do need to replace the “File technical support requests” permission from a group alias please be aware that per the terms and conditions of your VMware support, some customers will be limited in how many Technical contacts they can have. Please see the following comparison chart for further details.

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