VMware Velocloud SD-WAN – Support
search cancel

VMware Velocloud SD-WAN – Support


Article ID: 327171


Updated On:


VMware SD-WAN by VeloCloud VMware VeloCloud SD-WAN VMware VeloCloud SD-WAN with Premier Support


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, and VMware NSX Firewall, our next-gen firewall functionality--all delivered through VMware SASE Points of Presence (PoPs). 

SD-WAN enables branch agility and scalability through zero-touch provisioning, automated configuration, global WAN visibility, and enterprise-wide policy enforcement. Traditional WAN is expensive and time-consuming to deploy and manage, inhibiting rapid scalability.

SD-WAN is cloud-delivered, offering the branch network secure, fast, and reliable access to SaaS applications and the cloud. Traditional WAN backhauls traffic to the data center, resulting in deteriorated SaaS application access performance and inefficient use of expensive bandwidth.

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


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
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
Requested Assistance
Issue Start / Stop time(s) in UTC

If you want to generate a diagnostic bundle for Edge on VCO and then download it, please log in with a user which has partner privileges. If you don't have a user with partner privileges, in other words, if you have only user with customer privileges, the user can only generate the diagnostic bundle.
Hence, you won't be able to download the diagnostic bundle. Please let VMware support team know the time when you generate it. VMware support team can download it.

Other useful information to provide when submitting your Support Request (if applicable):

Customer or partner deadlines.
Describe the problem symptoms.
Describe the recurrence pattern. (Problem increases with increase/decrease of system load)
Steps that can be performed to reproduce the issue
If a workaround has been put in place, describe those steps and the outcome.
Example Impacted Flow Source / Destination IP address(es)
Example Impacted Flow Source / Destination port number(s)
Flow Path (Edge-to-Edge-to-Gateway, Direct)
Relevant Log Information