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SpringSource and GemStone support infrastructure changes (1032060)

Purpose

On September 12, 2011, VMware's acquisitions of SpringSource, Hyperic, and Wavemaker was transitioned to VMware's case management system along with the GemFire products from GemStone. The rest of the GemStone products are anticipated to follow soon.

With the next release of some vFabric products, you must use the VMware license keys that are available in My VMware.

This article provides information on how to file Support Requests and obtain license keys for these products. It also gives background information on Account Creation, Contract Creation, Account Profiles, and download locations.

Resolution

Filing Support Requests

From September 12, 2011, customers with Production Support and Subscription contracts and customers with Basic Support and Subscription contracts for these products can file a Support Request with VMware:
  • VMware vFabric Enterprise Ready Server
  • VMware vFabric Hyperic
  • VMware WaveMaker
  • VMware vFabric GemFire
  • VMware vFabric RabbitMQ
  • VMware vFabric tc Server
  • VMware vFabric Web Server
  • Support only for Open Source Projects
For more information about filing a Support Request, see Filing a Support Request in My VMware (2006985).

Note: Cases for SpringSource and Hyperic case management systems are no longer available for these products.

GemStone Support Requests

Customers with Production Support and Subscription contracts and customers with Basic Support and Subscription contracts for these products can continue to use SpringSource and Hyperic contact information to file a Support Request:
  • GemStone/S 32 bit
  • GemStone/S 64 bit
  • GemBuilder for Smalltalk (Visualworks)
  • GemBuilder for Smalltalk (Visualage)
  • GemBuilder for Java GemStone Facets
  • GemFire RTE (Real Time Events)
  • GemConnect for Oracle
  • Support Only for VMware GemStone/S
Continue to use the existing system to file a Support Request on a GemStone product. You are required to provide your GemStone credentials to access the case management system. Your GemStone credentials are different than your VMware credentials.

Until further notice, you can also log Support Requests via the phone using the existing phone numbers.

If you encounter an issue in trying to log a Support Request online for Severity 1 issues:
  1. Call and log your Support Request using 1-877-4-VMWARE (1-877-486 9273) in the US and Canada, or use our local and regional phone numbers.
  2. Select Option 4 for Technical Support.
  3. Select Option 3 for Other Products.
  4. Select Option 1 for GemStone/S.
  5. Select Option 1 for Technical Support.
  6. When your Support Request is logged, contact Customer Service for a resolution.

License Management

You must use the new licenses keys if you upgraded and are using these products:
  • vFabric tc Server 2.6 (Standard and Spring Edition)
  • vFabric Hyperic 4.6
  • vFabric GemFire 6.6 (All Editions)
  • vFabric RabbitMQ 2.4.1
To view your license keys in My VMware, see Viewing license keys in My VMware (2006831).

Note: Do not use the license keys issued in March 2011. Obtain the new license keys in My VMware.

For product versions earlier than the above, continue to obtain the license files at their respective download site, as described in Downloading and Activating License Keys for legacy vFabric GemFire, Hyperic, tc Server, and Enterprise Ready Server (2006679).

Profiles

On March 1, 2011, VMware completed an earlier phase of integration, and at that time a profile was created for you based on the information held in the VMware, SpringSource and GemStone Systems. Try logging in to My VMware with your credentials. If you have forgotten your password, see Recovering a forgotten My VMware password (2013963). If you do not have a My VMware profile, you must create one. For more information, see Creating a My VMware profile (2007005).

Contracts

On March 1, 2011, your Support and Subscription agreement was transferred from the SpringSource systems and GemStone systems to the VMware billing and contract systems. You can view your support contracts in My VMware. For more information, see Viewing Support Contract history in My VMware (2006981).

For questions on your Support Contracts, you can file a General Inquiry Support Request in My VMware. For more information, see Filing a Support Request in My VMware (2006985).

Updating Support Requests/Viewing Past Requests

You can view and update Support Requests in My VMware. For more information, see Viewing and updating Support Requests in My VMware (2007048).

Downloading Software

On March 1, 2011, if your Support and Subscription contract is active, you will obtain your upgrades, updates, and patches for the current releases of SpringSource, Hyperic, and GemFire products from the VMware Download Center.

Downloads for products not listed above:
  • Access to Open Source products and projects, like Spring Framework, Groovy & Grails, SpringSource Tools Suite, and other Spring projects may be downloaded here.
  • Downloads for RabbitMQ can be found here.
  • Downloads for Hyperic HQ (the open source edition) can be found here.
  • Access to older versions of SpringSource, GemStone, and Hyperic products are available by filing a Technical Support Request. For more information, see Filing a Support Request in My VMware (2006985).

See Also

Update History

11/02/2012 - Updated procedure for GemStone Support Requests.

Request a Product Feature

To request a new product feature or to provide feedback on a VMware product, please visit the Request a Product Feature page.

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