The VMware Carbon Black Support team may not be able to access your Organization on the VMware Cloud Services Console and VMware Carbon Black Cloud by default. This section covers how to grant the Carbon Black Support team access to your organization, and is a requirement prior to contacting support.

This procedure will grant Carbon Black Support access to your organization on the VMware Cloud Services console with the appropriate roles required to assist with your support case. These are the “View All” and “Support Feature” service roles.


  • A user with the “Organization Owner” role for the organization and the “Super Admin” service role within the VMware Carbon Black Cloud service is required to conduct this flow.
  • To prevent delays, complete the following process prior to filing your support case.
Note: For more information on the procedures to contact support, please review Contacting VMware Carbon Black Support.


  1. Click the VMware Cloud Services Application Menu, Menu, at the top, right corner of the menu bar.
    Note: If you are already viewing the VMware Carbon Black Cloud service, you can skip steps 1 and 2 and go directly to step 3.
  2. Under My Services in the displayed menu, select VMware Carbon Black Cloud.
    My services menu displaying the VMware Carbon Black Cloud option
    The VMware Carbon Black Cloud console displays.
  3. On the left navigation pane of the of the VMware Carbon Black Cloud, select Settings>General.
  4. Under VMware Carbon Black Support, click Change Setting.
    The change setting option
  5. Select one of the three options, and then select Confirm.
    • CBC support cannot view or access your org to troubleshoot technical issues

      This setting will not allow Carbon Black Support to access your organization.

    • CBC support can access your org to troubleshoot technical issues for up to 30 days

      This is the recommended access setting when filing a support case. If your support case proceeds beyond the 30 day window, you will have to conduct this flow again to grant access.

    • CBC support has view access to your org to help troubleshoot technical issues

      This option is recommended if you anticipate filing many support cases or cases that require longer interventions.

    The Carbon Black Cloud Support Group is added as a shared group to your organization and assigned the appropriate service roles required for access.

    Note: We do not recommend that you manually modify the role access from the Cloud Services Console that this Support Group possesses within your organization. This may negatively impact the ability Carbon Black Support team to assist with your case.

What to do next

Proceed to file your support request as per the options available in Contacting VMware Carbon Black Support.