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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 / 23
Below is a flow chart of the standard escalation process.
How often can I expect updates on an escalation?
As the escalation is initiated, the Escalation Engineer will work with you to determine a
communication plan that fits your needs. Agreements will be made on communication mode
(email, phone call, conference call), frequency, and required attendees for all updates. If
required, the Regional and Global Escalation Program Managers will attend any scheduled
conference calls to ensure satisfaction with the current progress.
Can VMware engage other vendors if required?
VMware Escalation Engineers and Regional Escalation Managers have the ability to engage
other Vendors by way of TSANet (Technical Support Alliance Network – http://www.tsanet.org)
or by utilizing your existing support contracts with the vendor.