Contacting VMware Carbon Black Support

This topic describes how to contact VMware Carbon Black Support.

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

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

• Web: User eXchange
• E-mail: [e-mail]
• Phone: [phone]

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