Welcome to our VMware Cloud services in-product support experience. Here you can view contextual help content to help you perform your tasks, search for answers to your questions, and for those times when you want to chat, contact a member of our customer support team.

Our support experience is constantly evolving with new features being rolled out for all our cloud services. Currently, you might view some or all the following features in your Support panel.


  1. Open the Support panel by clicking the Question icon on the menu, or the Support tab on the right side of the pane.
    The Support panel sections and buttons explained.
  2. Access the level of support you require.
    The Support panel provides contextual help content and a powerful search to help you discover more content and answer questions - all without contacting support. For those times when you want to chat with a customer support representative, you can continue to interact with your cloud service while chatting.
    Access this support feature... To help you...

    1. Intelligent search.

    Search our content to find answers to your question. We search through our documentation, specially written help topics, communities, and knowledge-based articles.
    2. Page-relevant content. Perform your tasks. When you open the Support panel, you see page-related help topics that contain just enough information to assist you with your tasks. As you work your way through your tasks, and move from page to page, the help content changes accordingly. This list of content also displays your search results. Search results include more help topics, Knowledge Base articles, content from our Documentation Center, and content from our communities.

    If you don't find what you're looking for, click View more in VMware Docs to perform a search related to the page you are viewing, or if you have typed a search item, related to the search item. Your results are displayed in our Documentation Center.

    3. Chat with VMware Support. Contact our support engineers and customer support representatives.
    Here's what you need to know about live support chat:
    • Starting a chat with VMware support is context-sensitive. This means that when you start a live chat with VMware Support from the Cloud Services Console, you can get help for issues with Cloud Services Console. To access chat support for a service, make sure you initiate a chat after logging in to the service.
    • You can continue to interact with the Cloud Services Console or with Cloud Services Console while chatting with our customer support engineers. You can always return back to the chat by clicking the Support button located at the right edge of browser window Support button icon, then clicking the Return to chat icon Retrun-to-chat icon on Support panel.
    • Customer support engineers can also help you open a support request.
    • Depending on the language settings configured for your browser and VMware Cloud Services profile, you will receive online support either in English or Japanese language.

    • When using live support chat in Cloud Services Console:
      • You must first select if the issue you're seeking help with is technical or non-technical. This ensures your request gets to the right customer support representative.
      • You can't have multiple support chats simultaneously. To open a new chat for a new issue, you must close the current chat.
      • During the chat, you have the option to send files or screenshots to the customer support representative directly from the chat window.
      Note: To avoid any time-out issues during an active chat session, it's recommended that you keep the browser window/tab open in the foreground.
    4. Create a Support Request / View All My Support Requests. Opens VMware Customer Connect where you create and manage support requests.
  3. To manage your support requests, click the Support Requests link in the Cloud Services Console menu.
    All support-related functionality is now available through the VMware Customer Connect portal.
    1. Click Create a Support Request.
      The VMware Support page on Customer Connect opens. For detailed instructions on creating a new support request, see How to file a Support Request in Customer Connect and via Cloud Services Portal.

      You might need additional service-related information before you open a support request. For example, in VMC on AWS you might require the support information for your SDDC.

    2. To access all open and closed Support Requests for your Organization, click View Support Request History.
      The Support Request History page on Customer Connect opens.

      You can then filter your support requests by Organization, type, and time period. You can also sort and export the data.