Getting Support for Google Cloud VMware Engine (GCVE)

Google Cloud VMware Engine (GCVE) is built on a foundation of VMware software (ESXi, vCenter, vSAN, NSX-T, and HCX) - a comprehensive offering of software defined compute, storage, networking and management – deployed in GCVE along with an integrated set of GCVE services. Customers can capitalize on their existing VMware skills and tools while leveraging the Google Cloud VMware Engine infrastructure.

Google Cloud VMware Engine enables you to create and manage support requests , also known as support tickets. You can create and manage requests Google Cloud support hub .

Google encourages customers to work directly with their Google support team. The solution is fully supported and verified by VMware; Google will work with VMware as needed to address any issues.

How to request Manager Assistance on a Google Cloud VMware Engine (GCVE) support request

Google Cloud offers different support packages to meet different needs, such as 24/7 coverage, phone support, and access to a technical support manager. For more information, see Cloud Customer Care .

Getting Support for VMware Attached Services on Google Cloud VMware Engine (GCVE)

VMware attached services would include VMware software outside of the core VMware Hyperscaler products (ESXi, vCenter, vSAN, NSX-T, and HCX). VMware customers will have direct support from VMware on attached services products.

Examples of VMware attached services on Google Cloud VMware Engine (GCVE) include but are not limited to:

vRealize
Horizon
Tanzu
Cloud Director Service
SRM

Google Cloud VMware Engine (GCVE) customers that need support with installing or deploying VMware attached services can to work directly with their Google Support team .

Google Cloud VMware Engine (GCVE) customers that need support for reasons other than installation and deployment of VMware attached services are encouraged to work directly with VMware by Broadcom by filing a Support Request.

How to request Manager Assistance on VMware Attached Services

If an existing VMware service request needs manager assistance, please review the details of your support request and verify the following pieces of information:

Is the problem statement correct?
Does the support request accurately describe the business impact?
If there is a workaround, is it impractical or inappropriate?
Is there a critical milestone date identified in the support request?

VMware customers can escalate a VMware attached service support request by “requesting Manager Assistance” via Customer Connect.

Additional Information

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