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Knowledge Base

VeloCloud Support Integration (70976)

Last Updated: 8/8/2019Categories: InformationalTotal Views: 5858Language:
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Details

This article provides technical support details on the acquisition of VeloCloud products.

As we shared in December 2017 when we announced the acquisition of VeloCloud Networks Inc., we are very excited to welcome you as valued customers of the VMware family of products.

The purpose of this message is to advise you that we now expect to complete the integration of all VeloCloud customer support records into VMware’s support systems on August 9, 2019.  On this date, the existing MySDWAN portal will be decommissioned, and you will be able to access all current and future technical assistance for your VeloCloud products through the Customer Connect portal.

Important Notes:

Your product access and capabilities will not change.

If you are an existing VMware customer you won’t be able to merge, rename or modify your VeloCloud Entitlement Account.

You must update your address and phone number on My VMware portal.

All your open and closed cases will be migrated and be accessible via the Customer Connect portal.

Upon cutover, you will be able to open Support Requests on VMware’s support system. VMware is committed to delivering the highest level of support and service for your VeloCloud technology without interruption.

To learn more about Customer Connect, creating a new Profile, or how to Get Support, click here.

Solution

After the cutover, VMware will take your Technical Support Requests using our standard access points. Customers with active support contracts can use either the Customer Connect Get Support web page or the VMware global toll-free phone numbers.

Support Entitlements

Before you contact VMware support:

If you have received a Customer Connect Reset password email, make sure you have followed the required steps so you are enabled to file support requests.

If you have not received a Customer Connect Reset password email, you need to follow the next steps

Take time to confirm or create your Customer Connect Profile.

Ensure the Super User for your organization assigns you appropriate permissions for folders in the account (after you have created your Customer Connect Profile).

After you have created your Profile and have the appropriate permissions assigned by your Super User for folders in an account, you can file a Support Request.

How to create a Customer Connect Profile:

Go to the Customer Connect page and log in or register using your email address.

Note: If your Profile is new, click Forgot Password to enter a personal password.

See the Additional Information section for assistance.

Action Required

Go to Customer Connect and update your address and contact information.

Remember

Your Customer Connect Profile holds your unique VMware Customer Number which should be used when contacting VMware Support.

An email confirmation with a VMware Support Request number will be sent when a Support Request is filed via the web or telephone.

Items for you to remember and reference:

Your VMware Customer Number

Your VMware Entitlement Account Number

Your Account Super User (as appropriate for your contract)

Note: This information can be found in the confirmation notification emails and on the User & Permission page of Customer Connect.

Contacting VMware

Online

Use Customer Connect

Get Support page

Telephone

Follow the automated phone system prompts

U.S. and Canada: 1-877-4VMWARE (1-877-486-9273) or 1-650-475-5345

Global toll free numbers

Additional Information

To learn more about Customer Connect, creating a new profile, or how to get support, click here.

To learn more about Customer Connect, review the Customer Connect FAQ.

To learn more about VMTN Communities, review the Community FAQ.

To learn more about VMware support offerings, visit VMware Services.

To learn more about VMware’s technical support, review the VMware Technical Support Welcome Guide.

To get started quickly read Top 10 things to know about Customer Connect.

To see how Customer Connect operates, explore these resources:

Customer Connect Overview

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