Query: Access VMware Support bought from HPE

[steez]

Hello,

There are issues in current Simplivity cluster, from which we believed, were caused by Veeam. However Veeam team confirmed that the root cause is in ESXi.

What is correct way how to access the VMWare support?

Im asking as no entitlements can be found in VMware Customer Connect portal. All the licences with Support were bought from HPE. Should I open a standard case with HPE? Will HPE redirect me to VMware?

[gustenar]

Hello @steez 

I suggest you check the Service Agreement IDs you have and see if any of those is for software support for Vmware. You could also visit myenterpriselicense.hpe.com and register your contracts there for more details. 

[support_s]

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[ICPMuenchen]

Can someone please stop these automated replies? They are really not useful and always wrong.

[ICPMuenchen]

Please check if you got a license / contract ID for your esxi licenses. Then you should be able to register in VMware portal. Where do you find your license keys?

If not, open a case at HPE support, they should forward it, or tell you what to do.

[steez]

Hello, thank you for the reply. I will ask my colleague to double check the contracts as I dont have access to licensing portal.

Licenses in the portal are shown with 5y at the end, so I assume they should have 5y support. Those keys were registered at VMware Customer Connect, where vSphere keys were generated.

The products are shown in VMware portal however when creating a support case, no entitlements are found. 

If we do have contract (which im 100% sure we have), how to proceed further, where to open the case?

[ICPMuenchen]

do you see your licenses / products in the vmware portal, and can download your licenes keys there?

Maybe its also a permission issue,  so you are not allowed opening a case. Can the license administrator open a case or is seeing the entitlements in vmware portal? maybe he needs to assign your user to the entitlements first. i am not very keen about the vmware portal user and access rights management, because we only have one user there.

[steez]

Yes, all the licenses are in VMware portal and they can be downloaded. I already asked to check if the user have the correct access rights (they have to be as we also use 1 account).

[ICPMuenchen]

so i think you need to contact vmware support, why you dont see the entitlements in your portal to open a case.

[steez · Accepted solution]

Okay, thank you very much @ICPMuenchen for guidelines on how to proceed!

[ICPMuenchen]

sometimes it also depends on your license/service/subscription level.

if you bought a license with partner support only, you first need to open a ticket at your partner (where you bought it), and the partner contacts the vendor. but i guess vmware will tell you how to proceed or whats going wrong.