By Amy Chalifoux
VMware TAMs want to ensure their customers maximize their return on investment with VMware, so they strive to be in tight alignment with our Global Support Services (GSS) group. The short list below is aimed at helping customers have better support experiences. The slide deck linked at the bottom of this post will provide you with additional insight into the organization, support process, and how to make the most of your support experiences with VMware.
5 Essential Support Habits for Customers
- Always choose the correct severity level for your issue. If everything is a SEV 1, then nothing is a SEV 1! Choosing the proper severity helps us serve all of our customers fairly and keeps resolution times low. Review information about the severity levels online or in the slide deck below.
- Always open your own tickets and be sure to choose the correct category and product for your issue. Phone (877-4-VMWARE, Option 4, Option 2), online, and/or the My VMware app are all acceptable ways to file a ticket. The benefit of doing so is threefold:
- Your issue is logged in real time
- It includes all the pertinent details
- By appropriately categorizing the issue, you ensure your ticket is automatically routed to the proper group
- Be proactive and clear in your communications to Support, especially in regards to contact names, methods of communication, and other information about how to best work the case. For example, if you know your case will be transferred internally within your company and worked on by a new case owner, the best thing to do is clearly and proactively state the new name, contact information, and time of the transfer in the case notes. If the SR will be going back and forth between two people in different time zones, or there are other similar circumstances, please clearly state those circumstances in the ticket.
- Don’t hesitate to influence the next steps of a ticket if you feel it is needed. Always remember you are your own best advocate. For example, if you have a ticket that has been mainly worked on via email and you want a WebEx or a phone call, communicate this to Support. Clearly state what you would like the next step to be, and supply a few good dates and times when the requested next steps can take place. The TSEs will do their best to accommodate your schedule.
- Make use of the information at the bottom of the case emails. Most emails from VMware about your case will have a section at the bottom stating the contact information for the Support manager overseeing your ticket. If you have any concerns about how your case is progressing, contacting that manager will be your quickest route to assistance.
All of this sounds simple, but in researching various reported pain points, we have seen a large number of problems that could be avoided by taking these simple steps. Start using these essentials today to increase your overall support experience, and reduce your time to resolution. Download the full slide deck for even more information about VMware Support.
Amy Chalifoux is a VMware Senior Technical Account Manager based in Colorado.