VMware Secure Access – Support

Products

• VMware Secure Access

Issue/Introduction

VMware SASE architecture combines VMware SD-WAN Gateways, VMware Secure Access (our Zero Trust Network Access (ZTNA) solution), Secure Web Gateway (SWG), and Cloud Security Access Broker (CASB) solutions--all delivered through VMware SASE Points of Presence (PoPs). 

VMware Secure Access solution provides Workspace ONE users a consistent, optimal and secure cloud application access through a network of worldwide managed service nodes. The solution brings the best of both VMware SD-WAN and Workspace ONE worlds into a single, cloud hosted offer to ensure consistent app experience for both remote/mobile (with managed devices) and office users. 

Bringing off-premises users into the VMware fabric enables remote users to access cloud-based applications that are optimized for delivery and performance, leverages security and benefits of a cloud-hosted solution, and eases IT deployment and maintenance of costly remote access services. 

To learn more about the SASE product family, visit: CS - VMware SASE - Support

Resolution

Opening a Service Request (SR)

 

Support Requests are raised via the Wolken portal for VMware Cloud Web Security.
 

Detailed instructions can be found in the following article: Contact Broadcom support. 

If you require technical support assistance, please include the Minimum Data Set information below along with any other details that you consider useful when first opening the ticket. 

Minimum Data Set (May, 2024)

Customer Name
Partner Name
Orchestrator URL
URL of the UEM
Customer Business Impact
How many sites are affected?
How many users are affected?
Are there critical business applications impacted?
VMware SD-WAN Edge Name(s)
VMware SD-WAN Gateway Name(s)
Edge or Gateway Diagnostic Bundles or PCAP prior any reboot/restart activities. If the Diagnostic Bundle cannot be collected from the Orchestrator refer to article for instructions on How to generate a VMware VeloCloud SD-WAN™ Edge diagnostic bundle via Local Web UI. 
Problem Statement
Analysis
Requested Assistance
Issue Start / Stop time(s) in UTC