VMware Technical Support Welcome Guide（VMware技术支持欢迎指导）.pdf

VMware Technical Support Welcome Guide March 2017 Thank you for using VMware products and services. Technical support is a vital part of the total VMware customer experience. We want you to get the most from our products long after the initial sale and installation. We are dedicated to ensur ing that every issue is resolved to your satisfaction. To enable you to maximize the return on your investment, we offer a suite of support offerings designed to meet your business needs. The information contained herein is believed to be accurate as of the date of publication, but updates may be posted periodically and without notice to /support . In the event of any inconsistency between this document and the terms of your contract with VMware, the terms of your contract with VMware will govern. VMware Technical Support Welcome Guide Introduction 4 Welcome to VMware Global Support Services (GSS). 4 Building an Effective Support Relationship 4 Best Practices 4 Plan Ahead 4 Assign Appropriate Resources 5 Utilize Self-Help Resources5 Provide Complete and Accurate Information5 Register Your Products 5 Customer Roles and Responsibilities5 My VMware Roles and Responsibilities 5 Customer Roles Available with My VMware5 Super User 5 Procurement Contact 5 Permissions and Rights Available with My VMware 6 Designation of the Super User and Procurement Contact for an Account 6 Super User May Reassign His or Her Role 6 Finding the Super User and Procurement Contacts for Each Account with Which You Are Associated 6 Adding a User to Your Account 6 Access to Your Account by Third Parties Outside of Your Organization 7 VMware Support Roles and Responsibilities 7 Licensing Support Team 7 Customer Support Representative 7 Technical Support Engineer 7 Understanding Technical Support Severities 7