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FAQ: Customer service for VMware users
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Solution
Support and Renewals
I have a purchased license. How can I get technical support?
If you have a purchased license, please contact our Technical Support team directly for immediate assistance by filing a support request at VMware Support Contact Options.
How can I get technical support for my evaluation of the VMware software?
VMware offers self-help for evaluation users on our Web site at Featured VMware Documentation Sets. You can also refer the VMware Knowledge Base and VMware Communities for more information.
Please note that we do not currently offer any additional assistance to individual evaluation users of the VMware Workstation software. If you need help with your vSphere evaluation, please contact your sales representative. If you are evaluating for your company or academic institution, please contact our Sales team at sales@vmware.com for further information.
What is the support period and end of life for VMware's products?
Details on this policy are available on the VMware Life Cycle Policies page.
My support is listed as expired. What can I do?
You will have to renew the expired contract by contacting the renewals department at 1-877-486-9273 and selecting option 2 for sales and option 3 for support contract renewals. Alternatively, you can fill the contract renewal form.
Desktop products, such as Fusion and Workstation, come with Complimentary Support. Your Workstation license entitles you to 30 days of complimentary email support after product registration. Telephone support is available by purchasing Per Incident Support from the VMware Online Store. VMware offers complimentary Workstation support for the first 30 days after the date of shipment, to help get you up and running. If this time period has lapsed and you need additional support, you must purchase individual support requests. For more information, see VMware Per Incident Support.
Fusion 3 Complimentary Support is provided free of charge for 18 months from the date of product registration and will automatically expire at the end of the period or the product's End of Life, whichever is earlier. For more information, see the Support Lifecycle Policy.
I have a purchased license. How can I get technical support?
If you have a purchased license, please contact our Technical Support team directly for immediate assistance by filing a support request at VMware Support Contact Options.
How can I get technical support for my evaluation of the VMware software?
VMware offers self-help for evaluation users on our Web site at Featured VMware Documentation Sets. You can also refer the VMware Knowledge Base and VMware Communities for more information.
Please note that we do not currently offer any additional assistance to individual evaluation users of the VMware Workstation software. If you need help with your vSphere evaluation, please contact your sales representative. If you are evaluating for your company or academic institution, please contact our Sales team at sales@vmware.com for further information.
What is the support period and end of life for VMware's products?
Details on this policy are available on the VMware Life Cycle Policies page.
My support is listed as expired. What can I do?
You will have to renew the expired contract by contacting the renewals department at 1-877-486-9273 and selecting option 2 for sales and option 3 for support contract renewals. Alternatively, you can fill the contract renewal form.
Desktop products, such as Fusion and Workstation, come with Complimentary Support. Your Workstation license entitles you to 30 days of complimentary email support after product registration. Telephone support is available by purchasing Per Incident Support from the VMware Online Store. VMware offers complimentary Workstation support for the first 30 days after the date of shipment, to help get you up and running. If this time period has lapsed and you need additional support, you must purchase individual support requests. For more information, see VMware Per Incident Support.
Fusion 3 Complimentary Support is provided free of charge for 18 months from the date of product registration and will automatically expire at the end of the period or the product's End of Life, whichever is earlier. For more information, see the Support Lifecycle Policy.
Be sure to include one of your serial numbers so we can track your contract in our system and verify your entitlement.
I have a current support and subscription contract for my licenses. How do I get my VMware upgrade licenses?
The new serial numbers are typically sent out the day VMware releases the version. If you are a license administrator and have not received your upgrade serial numbers yet, contact VMware Support. For more information, see How to submit a support request.
Refund
What is the VMware Store return policy?
VMware provides a free 30-day evaluation license to all VMware software products. We encourage you to evaluate our products before purchasing to ensure that our products are suitable for your needs.
Because we offer an evaluation license as described above, VMware does not accept returns for non-defective software and related disks and manuals. Exchanges of defective software and related disks and manuals ("product"), for non-defective versions of the same product, are permitted within 30 days from the date of purchase.
If you are exchanging defective product that was electronically downloaded, email VMware Customer Service and request for a software destruction agreement (SDA) and further instructions. You will need to sign and mail or fax the SDA to VMware to receive the replacement product. We will process your exchange promptly and will ship the new product within 3 business days of the receipt of the completed and signed SDA.
If you are returning a defective boxed product, email VMware Customer Service and request for a return authorization number (RMA) and further instructions. The defective product must be returned to VMware within 30 days of the shipping date of your original order to receive replacement product. We will process your exchange immediately and will ship the new product within 3 business days of the receipt of the defective product. VMware will pay for the return postage and the cost to ship the replacement product. VMware cannot accept exchanged product shipped via C.O.D.
When contacting VMware customer service, provide the following information:
I have a current support and subscription contract for my licenses. How do I get my VMware upgrade licenses?
The new serial numbers are typically sent out the day VMware releases the version. If you are a license administrator and have not received your upgrade serial numbers yet, contact VMware Support. For more information, see How to submit a support request.
Refund
What is the VMware Store return policy?
VMware provides a free 30-day evaluation license to all VMware software products. We encourage you to evaluate our products before purchasing to ensure that our products are suitable for your needs.
Because we offer an evaluation license as described above, VMware does not accept returns for non-defective software and related disks and manuals. Exchanges of defective software and related disks and manuals ("product"), for non-defective versions of the same product, are permitted within 30 days from the date of purchase.
If you are exchanging defective product that was electronically downloaded, email VMware Customer Service and request for a software destruction agreement (SDA) and further instructions. You will need to sign and mail or fax the SDA to VMware to receive the replacement product. We will process your exchange promptly and will ship the new product within 3 business days of the receipt of the completed and signed SDA.
If you are returning a defective boxed product, email VMware Customer Service and request for a return authorization number (RMA) and further instructions. The defective product must be returned to VMware within 30 days of the shipping date of your original order to receive replacement product. We will process your exchange immediately and will ship the new product within 3 business days of the receipt of the defective product. VMware will pay for the return postage and the cost to ship the replacement product. VMware cannot accept exchanged product shipped via C.O.D.
When contacting VMware customer service, provide the following information:
- Original order number
- The name of the VMware product you are returning
- Customer name
- Customer email address
Education
How do I get assistance for VMware Education services registration?
If you require assistance with registration or if you experience difficulties registering online:
- Contact VMware Education Services at 1-866-377-4710.
- Send an email to education@vmware.com.
- Click here for region-wise contact details.
Evaluation
How can I get an evaluation copy of VMware product software?
VMware offers full working versions of VMware product software, free of charge, for up to 30 days. For details, visit the VMware Download Center.
Can I extend the trial period of my evaluation license?
Yes. Send an email to sales@vmware.com to seek an extension of your trial license.
I didn't have time to try my evaluation copy of a VMware product, and my evaluation serial number has expired. Can I get another serial number sent to me?
Evaluation licenses expire in 30 or 60 days and are not renewable.
Can I get an evaluation CD sent to me?
Evaluation CD media is not available at this time. VMware evaluation packages are available for electronic download only from the VMware Download Center.
OEM
If I purchase licenses from an OEM like Dell, HP, IBM etc., can I contact VMware for technical support?
Licenses purchased from an OEM come under the 'subscription only' entitlement category and do not include technical support from VMware. You can contact your OEM to get technical support. However, you can contact VMware for any licensing issues.
Sales and Redistribution
How can I purchase VMware product software?
Information on how to purchase our different products is available at our Online Store.
Can I purchase Datacenter Products Online?
Only Desktop Products can be purchased Online. To purchase Datacenter Products, please get in touch with a reseller in your region.
Do you accept purchase orders?
Yes. We do accept purchase orders for customers who already have a credit account. You can fax your purchase order to VMware Sales at 650-475-5001. Please be sure to include the following:
- End user's name and email address
- Billing and shipping address
- The quantity and type of license(s) wanted
- Your distribution preference (electronic or shipped
Yes, but with permission. If you are interested in redistributing VMware Player, apply here.
Where can I read your End User Licensing Agreement (EULA) for all of VMware's products?
For VMware Datacenter products license agreements, VMware Desktop products license agreements, and other VMware Policies and Notices, see VMware End User License Agreements.
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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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