Getting Support for Azure VMware Solution (AVS)

Products

• VMware HCX
• VMware vCenter Server
• VMware vSAN
• VMware vSphere ESXi
• VMware NSX

Issue/Introduction

Getting Support for Azure VMware Solution

Environment

Azure VMware Solution

Resolution

Getting Support for Azure VMware Solution

Azure VMware Solution 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 Azure along with an integrated set of Azure services. Customers can capitalize on their existing VMware skills and tools while leveraging the global Microsoft Azure infrastructure.

Azure enables you to create and manage support requests, also known as support tickets. You can create and manage requests in the Azure portal.

Azure VMware Solution is a first party Azure service, Microsoft encourages customers to work directly with their Microsoft support team. The solution is fully supported and verified by VMware; Microsoft will work with VMware as needed to address any issues.

 

How to request Manager Assistance on an Azure VMware Solution support request

1. Azure VMware Solution customers can escalate through their Microsoft sales rep or Microsoft account manager.
2. All Microsoft support engineers can assist customers when there is need for an escalation.

 

Getting Support for VMware Attached Services on Azure VMware Solution

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 the Azure VMware Solution include but are not limited to:

• vRealize
• Horizon (Omnissa)
• Tanzu
• Cloud Director Service
• SRM

Azure VMware Solution customers that need support with installing or deploying VMware attached services can to work directly with their Microsoft support team.

Azure VMware Solution customers than 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:​

1. Is the problem statement correct?​
2. Does the support request accurately describe the business impact?​
3. If there is a workaround, is it impractical or inappropriate?​
4. 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”.