This section explains Tech Support Attachment service offered as part of Proactive Support. Tech Support Attachment helps customers seamlessly attach relavant debug log information to thier support cases directly from their NSX Advanced Load Balancer Controllers.

Feature Highlights

  • Generate and attach Tech Supports to a new support case.

  • Generate and attach Tech Supports to an existing support case.

Data Collection and Retention Policy

Data Collection:

No data is collected by and for this service. Support case data is directly sent to VMware's customer connect support portal.

Data Retention:

Does not apply to this service.

Note:

  • This service does not store or exchange any customer data.

  • This service has no access to customer infrastructure including NSX, vCenter, and others.

  • This service does not read or write any configurations on the registered NSX Advanced Load Balancer Controllers.

How to enable this service

This is an 'opt-in' service and is disabled by default.

The steps to opt-in to this service are as follows:

  1. Navigate to Administration > Cloud Services.

  2. Click EDIT.

  3. Select Enable Proactive Support.

  4. Click SAVE.

Service Details

You can trigger tech support bundles for an existing or new support case. You can also choose the type of tech support bundle and generate the same. The collection of tech support bundle is triggered in the background. After the bundle is successfully created, it is uploaded to the case.

You can create a tech-support and attach it to a case as follows:

  1. Navigate to Administration > Tech Support.

  2. Click on Generate Tech Support.

  3. Select the Type of Tech Support to generate.

  4. To attach the Tech Support to a support case, select Attach to Support Case on Completion.

    1. To attach the Tech Support to an existing support case, pick the appropriate support case from the drop-down list.

    2. To attach the Tech Support to a new support case:

      1. Click Create and fill the details to create a support case as explained in the Basic Case Management section.

      2. Created support case would be auto chosen in the Tech Support wizard.

  5. Click Generate.

You can view the existing cases by navigating to Administration > Support > Cases.

Events of Interest

The following events are generated on the NSX Advanced Load Balancer Controller when a support case is created:

  • ALBSERVICES_SUPPORT_CASE_CREATED

Impact of Unavailability

During the period that this service is down, technical support logs can be generated on the NSX Advanced Load Balancer Controllers. These Technical support logs cannot be attached to the specified support cases directly from the NSX Advanced Load Balancer Controllers. However, technical support logs can be attached to support cases by customers through the customerconnect.vmware.com portal.