Knowledge Base

Step 1: Log in to Partner Central

Step 2: Retrieve your Support Code from Partner Central

1. From the Partner Central home page, select My Profile / My Company from the Welcome dropdown:
   
   
   
   
   
2. Under the Programs heading, click Entitlements.
3. The My Entitlements page displays. Copy your Support Code. The Support Code is a 20-digit alphanumeric string of characters that has an expiration date. For example:
   
   
   
   Notes:
   • Ensure that the Support Code has not expired.
   • For more information about the Entitlement details, click the Action ID link.
   • If you cannot locate your Support Code or if the Support Code has expired, click Contact Us in the top right corner.

Step 3: Activate your Support Code

1. From the My Entitlements page or from the Partner Central home page, click Technical Support.
2. From the Partner Technical Resources heading in the Top Resources box on the bottom of the page, click using a Support Code.
3. In the Partners: Check Your Support section of the screen, paste your Support Code into the Partner Support Code Activation box and click Check.
   
   You are now prompted to log in to My VMware.

Step 4: Filing the Support Request

1. Log in to My VMware with your My VMware profile.
   
   Notes:
   • Do not use your Partner Central account login for My VMware. Your Partner Central account login has a .vmw extension (similar to your@emailaddress.com.vmw), whereas your My VMware profile login does not (for example, your@emailaddress.com).
   • If you do not have a My VMware profile, you must register for one. For more information, see Creating a My VMware profile (2007005).
     
     
2. On the Partner Complimentary Incident Support page, select the product for which you want to file a Support Request.
3. Select a product version, severity, and issue category.
4. Provide a detailed issue description. Include any error messages, if applicable.
5. If appropriate, click Add Attachment to add an attachment to your Support Request.
   
   Note: You can add attachments after you submit the Support Request. For more information, see Viewing and updating Support Requests in My VMware (2007048).
   
   
6. Provide any necessary contact information.
7. Click Send Request.
8. Review the Support Request Confirmation page and ensure all information is correct. VMware recommends that you record the Support Request confirmation number for future reference.
9. Click Support Request History to add additional attachments, change account association, close the support request, and request manager assistance (after the commit time has been exceeded), and review Support Request details. For more information, see Viewing and updating Support Requests in My VMware (2007048).