Here are three videos that explain what you need to know about VMware Technical Support. The first video demonstrates filing a support request online with VMware and provides a brief description of the support offerings provided by VMware and what you can expect from a Technical Support representative.
Our second support video has Angela Jaques talking all about Global Support Services at VMware, where Angela is a Director. Angela talks about all of the various pieces that make up our support organization, and provides some details on how we rank case severities. She then outlines some really cool new things support is doing, like Twitter and Alerts.
Lastly, a video containing information about our Technical Support locations and model, as well as how to request an escalation and what to expect during a support escalation. We hope you never have to escalate a case with us, but if you do, it’s good to know how the whole process works.
For more information about VMware’s support offerings, see www.vmware.com/support/services