System information

VMware Technical Support Guide
T E C H N I C A L S U P P O R T G U I D E – F E B R U R A R Y 2 0 1 0 / 19
After you fill out the support request form, your request is assigned a support request number. The
support request number is confirmed with you on-screen and a computer-generated message
acknowledging receipt of your support request will be sent within one hour. Please use this support
request number when communicating with VMware about that specific issue. If you do not receive an
electronic response from us within one hour, please send an inquiry to Customer Service.
Initial response times from a TSE will follow the guidelines for your specific support offering. Response
will be by phone, or email, or a combination of both, depending on the support offering and/or your
preferred method of contact as specified when creating your support request, license type, support
offering (contract or per incident) and product.
File a Support Request By Phone
VMware technical phone support is available to customers covered by Production (24x7), Basic (12x5)
or Desktop Standard support contracts or a Per Incident Support Pack for a qualifying product. The
main numbers for VMware Technical Support are:
U.S. and Canada: 1-877-4VMWARE (1-877-486-9273) or 1-650-475-5345
Global toll free numbers are provided at
http://www.vmware.com/support/phone_support.html.
The Customer Service group is staffed to answer telephone support requests live (24x7). On rare
occasions where the staff may be involved serving other customers, we ask that you leave a detailed
message including: