VeloCloud SD-WAN – Support

Products

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

Issue/Introduction

VeloCloud SD-WAN offers enterprise-grade performance, security, visibility, and control over both the public Internet and private networks. It significantly simplifies the WAN with zero-touch deployment, one-click business policy, enhanced firewall service, easy service insertion, and cloud-based network-as-a-service. The result is a better-performing WAN with increased reliability and lower cost of ownership, with enhanced security for branch and remote users.

Environment

Support Requests are raised via the Broadcom Support portal. Detailed instructions can be found in the following article: Contact Broadcom support. Please use the below Product & Category code while creating opening support ticket for each SD-WAN components.

 

 

Component	Product & Category in Wolken Portal
VeloCloud Edge (VCE)	(For Software Issues) Product: VMware VeloCloud SD-WAN / Category: SDE-SDWAN (SD-WAN)
	(For Hardware Issues) Product: VMware VeloCloud SD-WAN Edge Appliance
VeloCloud Gateway (VCG)	Product: VMware VeloCloud SD-WAN  Category: SDE-SDWAN (SD-WAN)
VeloCloud Orchestrator (VCO)	Product: VMware VeloCloud SD-WAN Category: SDE-VECO (Orchestrator)

 

 

If you're unable to see your relevant entitlements or products associated with your Site ID, please contact your account team for assistance.

Resolution

To Open a case for VeloCloud SD-WAN product, please follow the instructions in the article Contact Broadcom support. It is required to include the Minimum Data Set information along with any other details that you consider useful when opening the ticket. 

Minimum Data Set (Mandatory)

Customer Name in VCO:
Partner Name in VCO:
VeloCloud Orchestrator URL:
Customer Business Impact:
How many sites are affected?
How many users are affected?
Were there any recent configuration changes or software upgrades after which the issue is seen.
Was this working before ? Or is this a new setup ?
Are there critical business applications impacted?
Is the issue intermittent or persistent: If intermittent, provide the frequency of the issue:
Issue Start / Stop time(s) in UTC:
VMware SD-WAN Edge Name(s):
Software version:
Problem Statement:
Requested Assistance:
Technical Analysis done by Partner / Customer Engineer:
Have you collected any Diagnostic bundle in the problem state?*

 

NOTE: It is mandatory that MSPs MUST provide details on what L1/L2 troubleshooting has been done prior to engaging VeloCloud by Broadcom Support as part of the MDS.

 

* (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.) 

 

 

 

Minimum Data Set (Optional)

 

Example of an Impacted Flow Source / Destination IP address(es), port number (s):
Flow Path (Edge-to-Edge, Edge-to-Gateway, Direct)
If a workaround has been put in place, describe those steps and the outcome.
Describe the recurrence pattern. (For eg, Problem increases with increase/decrease of system load)
Debug Outputs (Ping, Traceroute, etc.,)
Any additional information that would help the investigation:

 

 

 

*NOTE:

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 VeloCloud support team know the time when you generate it. VeloCloud support team can download it.

If you send material(s), such as screenshot and CSV file and so on, to VeloCloud support team, please send us English version because we may share it with foreign engineer(s).

Please generate diagnostic bundle for the Edge(s) on VCO while in problem state. This would expedite the analysis.