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Knowledge Base

VMware Support Telephone System FAQ (1020818)

Last Updated: 6/30/2021Categories: InformationalTotal Views: 17769Language:
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Purpose

This article answers frequently asked questions about the VMware Support telephone system.

Resolution

Filing a Support Request online is the most efficient and recommended method to contact VMware Support. If you are unable to log a request via the support portal, you can contact VMware support over the phone.

For more information about filing a Support Request online, see How to file a Support Request in Customer Connect (2006985).

Who can file Support Requests via the Phone?
To file a Support Request over the phone, you must have an active Premier support, Production Support or Basic Support contract. You may also file a Support Request if you have purchased Pay-Per-Incident Support for a qualifying product.  (For more information about purchasing Pay Per Incident Support, see How to purchase and file Pay Per Incident support for VMware products (2014035).)

Where can I find VMware's contact numbers?
For contact numbers in your region and instructions on filing a Support Request via telephone, login to Customer Connect.com and go to Support Phone Numbers. This page provides your Customer Number, Account, and Phone Number, which will help in your interaction with Customer Support.

How do I request Technical Support over the phone?
We strongly encourage our customers to leverage the customerconnect.vmware.com portal to request updates on their support requests. If you are unable to leverage the Customer Connect Support Portal for some reason, you can contact Support via the phone.

When you call the VMware technical support line, you will be presented with two options by our IVR (Interactive Voice Response system).

New Support Request (SR)

Existing Support Request (SR)

New SR:
If you are unable to use the Support portal and are calling to open a new Support Request, you will need to enter your unique Customer Number. You will then be connected to a member of our Customer Support team who will assist you in creating a new Support Request. If your SR is technical in nature, you case will be assigned to a Technical Support Engineer and you will receive a callback to continue troubleshooting your issue.

Existing SR:
If you need assistance with an existing SR, please use our web portal to request an update on your case, uplift in severity, or manager assistance. We do not recommend utilizing the phone system for these requests.

For VMware products (excluding Workspace ONE):

Login to https://customerconnect.vmware.com

Click on the appropriate support request listed in the Support Requests section

From the "I want to" section, you can select:

Request Status Update

Request Uplift in Severity

Request manager assistance

Once selected, please click Update Request

For Workspace ONE:

Login to https://support.workspaceone.com

To request a Severity Uplift or Manager Assistance, start a Chat in bottom right hand corner

To request a Status Update, navigate to My Support Requests and add a comment to the desired SR asking the engineer for an update.

Once submitted, our teams will review and engage the appropriate resources.

How can I track my Support Requests?
You can view and update your Support Requests in customerconnect.vmware.com.  For more information, see How to view and update Support Requests in Customer Connect (2007048).

Related Information

How to file a Support Request in Customer Connect
How to view and update Support Requests in Customer Connect
How to purchase and file Pay Per Incident support for VMware products

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