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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 / 22
You are dissatisfied with the responsiveness to or resolution of a support request.
We highly recommend that you contact VMware Support by telephone for escalations. This will
ensure that your request is directed to the appropriate resources as soon as possible to
achieve a successful resolution.
NOTE: The severity level of a support request can be increased without an escalation if the
business impact of a support request has changed or was not correctly recorded initially.
What steps do I take to escalate?
First, please review the details of your support request and verify the following facts:
Is the problem statement correct?
Does the support request accurately describe the business impact?
If there is a workaround, is it impractical or inappropriate?
Is there a critical milestone date identified in the support request?
Once you have completed this review, contact the assigned technician for your support
request, or call 1-877-4VMWARE and ask for the Duty Manager/Regional Escalation Manager
to trigger an escalation.
What happens once I request an escalation?
Once an escalation request has been made, the appropriate Regional Escalation Manager will
evaluate the situation and determine the appropriate resources to assign and/or process
correction to make. An Escalation Engineer with the most applicable experience will be
assigned as the primary point of contact for the issue and will coordinate with all parties
involved to ensure an expedited resolution. The Escalation Engineer will set up a conference
call with the appropriate parties to begin outlining the action plan and troubleshooting the
situation.
The Regional Escalation Manager is made aware of all escalations and their current status on
a daily basis. The Regional Escalation Manager will work with the primary Escalation
Engineers to ensure that the appropriate resources, communication and action plans are in
place to expedite resolution.