VMware vCenter Lab Manager 4.0 Technical Information Seite 2
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Contents
Building an Effective Support
Relationship…………..…………………………………………………………………………………………….5
Roles and Responsibilities .................................................................................................................... 1
Customer Roles and Responsibilities .................................................................................... 1
Support Administrator........................................................................................................... 1
Primary and Secondary License Administrators .................................................................... 1
VMware Support Roles and Responsibilities ........................................................................................ 1
Customer Service Representative ......................................................................................... 1
Best Practices ........................................................................................................................................... 3
Educate Your Administrators ................................................................................................................ 3
Plan Ahead ........................................................................................................................................... 3
Assign Appropriate Resources ............................................................................................................. 3
Utilize Self-Help .................................................................................................................................... 3
Provide Complete and Accurate Information ........................................................................................ 3
Keep your Profile Up-to-Date ................................................................................................................ 4
Register your Products ......................................................................................................... 4
Support Request Life Cycle ...................................................................................................................... 4
Before You Begin – Create your Profile and Register your Product ..................................................... 4
Serial Number or Licensing Activation Code Errors ................................................................................ 10
Collecting Information ............................................................................................................................. 11
Configurations .................................................................................................................................... 11
Log File ............................................................................................................................................... 11
Support Script Output ......................................................................................................................... 11
Record Any Recent Changes ............................................................................................................. 11
Utilizing Self Help Tools ...................................................................................................................... 11
Documentation.................................................................................................................................... 12
Technical Resources .......................................................................................................................... 12
Developer Resources ......................................................................................................................... 12
Knowledge Base ................................................................................................................................. 12
Discussion Forums ............................................................................................................................. 12
User Groups (VMUGs) ....................................................................................................................... 12
Compatibility Guides ........................................................................................................................... 12
Understanding Severities ........................................................................................................................ 12
Submitting a Support Request ................................................................................................................ 13
File a Support Request Online ............................................................................................................ 13
Pre-Paid Per Incident Support – ......................................................................................................... 17
File a Support Request By Phone....................................................................................................... 19
Working the Problem .......................................................................................................................... 20
Escalating a Support Request ............................................................................................................ 21
What steps do I take to escalate? ....................................................................................................... 22
What happens once I request an escalation? ..................................................................................... 22
How often can I expect updates on an escalation?............................................................................. 23
- VMware Technical 1
- Support Guide 1
- Contents 2
- Introduction 4
- Best Practices 6
- Support Request Life Cycle 7
- Collecting Information 14
- Understanding Severities 15
- Submitting a Support Request 16
- Working the Problem 23
- Escalating a Support Request 24
- Support Request Closure 27
- Support Policies 28
- Defect Report 29
- After-Hours Support 31
- Feature Requests 31
- Security Response Policy 31
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