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 / 21
View Support Requests -- here you can check the status of any support requests that you
have previously submitted.
Click on the support request number to see the details of your support request, upload log
files, annotate the support request or request a status update.
Escalating a Support Request
Your VMware support team always works to ensure that the appropriate resources and level of
focus are applied to your request to ensure a timely resolution. If you are not satisfied with the
progress of your support request, however, we encourage you to request an escalation. By
invoking the escalation process, additional levels of VMware management attention,
procedure reinforcement and resource prioritization are brought to bear on resolving your
support request.
When and how do I escalate a support request?
You can escalate a support request at any time either by speaking directly with the technician
assigned or by requesting to speak with a Duty Manager/Regional Escalation Manager.
The escalation process is especially appropriate in the following situations:
Your production system goes down during an upgrade or other implementation.
You need to communicate a critical business impact to VMware Support Management.