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 / 24
What can I do if I don’t feel progress is being made with an escalation?
If you are concerned with the current state of an escalation or the situation has digressed,
please inform your assigned Escalation Engineer, Duty Manager or Regional Escalation
Manager immediately. The Escalation Engineer will immediately inform the management team
and the Regional and/or Global Escalation Manager will conduct a conference call with the
required parties. If necessary, additional resources will be applied to determine what is
required to resolve the situation.
How do I de-escalate a support request?
Once the support request is back on track and making acceptable progress toward resolution, it can be
de-escalated. Before the support request is de-escalated, the Escalation Engineer will complete the
following tasks:
Confirm that the action plan is acceptable
Ensure that the troubleshooting or root cause analysis process is on track
Document in the support request your agreement to de-escalate the service request
Support Request Closure
A support request is typically closed when you confirm that a resolution has been reached or if
VMware does not hear back from you after three attempts to contact you during a ten day
period. Support requests may also be closed if they cannot be resolve, or if VMware chooses
not to resolve certain issues, with acknowledgement and agreement from you.
Resolution of Bug-Related Support Requests
Your request will remain open and you will be contacted when a fix is available in a production release.
If an experimental build to address your issue is also posted, VMware will also contact you. You can
also sign up to receive notification of updates and upgrades as soon as they become available.
Customer Satisfaction Surveys
The services currently offered and the services to be offered in the future are based largely on
feedback from customers like you. In addition, your satisfaction with VMware services is the
only way to measure success. As such, customer satisfaction surveys give you the opportunity
to provide VMware with valuable information to help improve services
After your support request is closed (if you have not “opted out” of receiving email from
VMware and if it has been at least 30 days since the last survey was sent), you will receive a
short survey by email asking for your feedback in the following areas:
Customer service
Phone and knowledge base systems
Personnel’s effectiveness, responsiveness and knowledge
Resolution time
Escalation process (if experienced)
Overall impression