VMware customer service number — how to contact, prepare and escalate like a pro

What VMware customer service covers and where to start

VMware Global Support Services (GSS) handles technical support, account and licensing questions, and product lifecycle guidance for VMware products such as vSphere (ESXi/vCenter), NSX, vSAN, Workspace ONE and Tanzu. VMware was founded in 1998 and, as of 2023, operates under Broadcom; its corporate headquarters is listed at 3401 Hillview Ave, Palo Alto, CA 94304. For most enterprise customers the fastest route to resolution is the official support workflow rather than a generic public phone number.

Start every contact by opening an official support request at the VMware Support portal (https://support.vmware.com). VMware’s process requires an entitlement (contract or active subscription) tied to your My VMware account; without that entitlement VMware will not accept or escalate technical cases. Phone callbacks are normally initiated from an open case in the portal or via the My VMware “Contact Support” area so the engineer has the case context and entitlement details before they call.

How to find the correct VMware customer service phone number

VMware maintains regional phone numbers and routing policies on its contact page; the definitive source is the support site: https://www.vmware.com/support/contact-support.html. After you log into My VMware the portal will display the correct local phone number and any callback options for your contract level and region. Using the portal ensures you get a number that accepts callbacks and matches your support entitlement (Basic, Production, or Premier).

Do not rely on random phone numbers found by search engines. VMware’s support phone routing is dynamic — it depends on your account, the product, and the contracted severity response. If you absolutely need a telephone route as a shortcut, use the “Call Me” or “Request Phone Support” option from an open case in support.vmware.com so the phone interaction is linked to a case number and relevant logs.

Practical details: what to have ready before you call

Having structured information saves time and shortens mean time to resolution (MTTR). Gather the following items before requesting phone support or a callback: product name and exact build (for example vCenter Server 7.0.3b build 18400420, ESXi 7.0 U3), serial numbers or license keys (last 6 digits), contract ID or Customer Support Account (CSA) number, and the time window when the issue occurred including UTC timestamps. Also note the number of affected VMs/hosts and whether the issue is production-impacting.

If you can, create a support bundle and upload it to the portal prior to the call — this allows the engineer to start diagnostics immediately. Key logs to include are /var/log/vmkernel.log, /var/log/hostd.log and /var/log/vmware/vpxd.log (vCenter). For vCenter Appliance (VCSA) use the vSphere Client: Menu → Support → Export Support Bundle. For ESXi hosts, either use the Host Client → Monitor → Logs → Export Support Bundle or capture files from /var/log on the host.

• Essential items to give an engineer: product + build number, exact timestamps (UTC), support bundle link or case attachment, affected host/VM names, reproduction steps and frequency, hardware vendor and firmware versions.
• Useful CLI commands to run beforehand: esxcli system version get (ESXi build), esxcli hardware platform get, vm-support (where available), and vSphere client export support bundle for VCSA. Also capture output of esxcli network vswitch standard/physical NIC status for network issues.

Support tiers, expected SLAs and pricing cues

VMware support is tiered. Common levels are Basic (help during business hours, limited SLAs), Production (24×7 for Severity 1 incidents and faster response), and Premier or Advanced Services (dedicated TAMs, priority escalation). Actual SLA response times and severity definitions are contract-specific — enterprises typically have an initial contact SLA of 1 hour for SEV-1 (production down) under Production support, while Basic agreements often have longer response windows.

Pricing for support is sold as part of software subscriptions or as separate support contracts. For example, vSphere subscription/support pricing can vary from several hundred dollars per CPU socket per year for Essentials and higher for Enterprise/Advanced tiers; exact list pricing fluctuates and should be obtained through your VMware account team or an authorized reseller. Always verify pricing and SLA in your contract documents or the VMware order page for your product and region.

When to call, when to open a case, and how escalation works

Open a case for any reproducible failure, data corruption, HA/DR failures, or security incidents. Use the phone callback only when the issue is SEV-1 (production down) or if directed by the portal after case creation. For unentitled queries (trial software or evaluation questions) use VMware community forums or documentation before requesting paid support.

Escalation follows a defined path: case engineer → senior engineer → product engineering. If you have a Premier contract the escalation is faster and may include a named Technical Account Manager (TAM). Track escalation via your case number; every case has a history and assigned severity. If you need executive escalation, request that through your VMware account manager and reference your contract ID and case number for governance and SLA enforcement.

Final practical checklist before contacting VMware support

Make sure you have: (1) My VMware login and entitlement/contract number; (2) a support bundle uploaded to the case; (3) clear timestamps, reproduction steps and impact details; (4) contact phone numbers and preferred callback window. These four steps typically reduce resolution time by 30–50% compared with ad hoc phone calls without data.

Remember: the official support portal (https://support.vmware.com) is the authoritative source for phone routing, case creation and upload. If you prefer phone contact, create the case first in the portal and request the callback option so VMware can connect you to the right engineer rapidly.

What is VMware customer connect?

And providing automated assistance to learn more about these components. I encourage you to read our blog post FAQ.

How do I contact VMware support?

Go to My VMware, login and select Get Support. 2. Under Technical Product choose a Problem Category for the area of the product you require support on (an explanation of each problem category can be seen if you hover over the problem category with your mouse).

How do I troubleshoot a VM problem?

Identify the cause

1. Determine whether the problem is triggered by an operation or task being performed on the virtual machine.
2. Some common configuration errors can also lead to a virtual machine becoming unresponsive.
3. Virtual machines depend on functional backing infrastructure.

Is VMware still called VMware?

VMware ESXi, its enterprise software hypervisor, is an operating system that runs on server hardware. On November 22, 2023, Broadcom Inc. acquired VMware in a cash-and-stock transaction valued at US$69 billion, with the End-User Computing (EUC) division of VMware then sold to KKR and rebranded to Omnissa.

What is the phone number for broadcom VMware support?

For Broadcom VMware Support, call +1(800)225-5224 or visit the VMware Support page. For Brocade Fibre Channel Networking registration instructions, click here. For Brocade Fibre Channel Networking Support, call 1(800)752-8061 or 1(408)433-7001.

Who are VMware’s biggest customers?

List of Companies Using VMware Application Suite

Walmart	Amazon	Apple
UnitedHealth Group	AT&T	Microsoft
Costco	Ford Motor	Target
Intel	IBM	Pfizer
Lowe’s	UPS	PepsiCo