VMware VeloCloud Cloud Web Security – Support

Products

• VMware VeloCloud Cloud Web Security

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 Cloud Web Security is a cloud hosted service that protects users and infrastructure accessing SaaS and Internet applications from a changing landscape of internal and external threats, offers visibility and control, prevents data loss, and ensures compliance.  

Cloud Web Security is delivered through a global network of VMware SASE PoPs to ensure that users located anywhere and connecting over any device have a secure, consistent, and optimal access to applications. Cloud Web Security simplifies management of security services and helps IT tighten the security posture while balancing user productivity.  

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
CWS weblogs indicating the time when the issue first was observed
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