This topic describes how to contact VMware Federal Global Support Services (GSS) for assistance with VMware Carbon Black Cloud on AWS GovCloud.

Please view our Customer Support Guide on the User Exchange for more information about Technical Support:

https://community.carbonblack.com/t5/Support-Zone/Guide-to-Carbon-Black-Customer-Support/ta-p/34324

Important: After contacting VMware Carbon Black support, you must grant the support team access to your organization. Follow this procedure after contacting support: Granting Access to Support

For your convenience, federal support for Carbon Black products is available through several channels:

When you call or email technical support, please provide the following information to the support representative:
  • Contact: Your name, company name, telephone number, and e-mail address
  • Product version: Product name and version number
  • Hardware configuration: Hardware configuration of the server or endpoint having the issue
  • Problem: Action causing the problem, error message returned, and event log output
  • Problem severity: Critical, Major, Minor, Request