Wednesday, September 9, 2015

VMware OEM Technical Support

Often come across this confusion between VMware License and VMware OEM License.  I wrote previously here the use of Open and OEM where VMware OEM license is some what different from other software OEM license e.g. Microsoft.

Now what about support.  What do you get from VMware OEM license support?  Here is an article from VMware and an uploaded copy here.

For VMware Support, you will contact VMware Support hotline or via myVMware license portal to seek for support request.  Level 1 to Level 3 support will come direct from VMware.

For VMware OEM Support, you will contact through respective OEM partner support center route.  You can refer to Page 7-8 of the above document, you can see that Level 1 and 2 will be provided by the OEM partner and ownership is by the partner.

Upon required the need of a Level 3 support, will it route to VMware Support as extracted the statement from the document.  At Level 3, the communication is only between customer and OEM partner support.  OEM partner will be the medium to communicate the two way communication between customer and VMware Level 3 Support.

"During Level 3 support interactions, the OEM Partner is responsible for managing the support relationship and ongoing communication with the customer including, requests by the customer for escalation"

Hope this clear up some of the questions the difference between both Support types.  The document also detailed other information like Severity, and more.

Which support would be your next question you should purchased?  This depends on your need and budget.  OEM support always comes at an attractive price with OEM License together.  If the lead time is acceptable and you are comfortable with the route of support arrangement, it is definitely OEM.  Time where direct support and lowest lead time is required its best to have a direct VMware Support.

Can you then mixed different type of licenses in an environment?  Advice is not to.  You might end up with different support.  Imagine logging a case with VMware and halfway down to see that other hosts are licensed via OEM, you just make troubleshooting difficult as that will not be covered.  Don't make your life difficult savibg a few bucks.

FAQ based on the document above

I have VMware OEM license from "A", can I log a VMware Support?
Yes via "A" partner support center contact.

Who will provide me VMware Support for OEM license?
The OEM partner will provide Level 1 and 2 support directly.

How will VMware Support comes in?
When issues cannot be resolve through OEM partner Level 1 and 2 support, OEM partner support will engaged VMware Level 3 support.  VMware Support will liaise directly with OEM Partner support who follow up customer who log the call.

Can I speak to a VMware Support staff directly calling OEM partner support route?
All communication will be through OEM partner support.

In what situation can I have direct support and use VMware hotline to raise a support ticket?
When you own VMware Open license and with valid Subscription and Support.

How long will OEM partner get back from VMware support if it has escalated to Level 3?
It depends as there are lead time between OEM Partner and VMware Support as well as the lead time from OEM partner to customer.

Wednesday, September 2, 2015

What's New at VMworld 2015

With VMworld 2015 starting today, there will always be new announcement.  Here I am going to summarize what are the new stuff that will be release in a nutshell and detail some of them in later post.

vSphere 6.0 U1
- Tech preview of vSphere Web Client Update Manager
- able to migration embedded PSC to external PSC
- added vCloud Air web client to plugin

Virtual SAN (VSAN) 6.1
- stretch cluster in All-Flash VSAN
- 2 nodes ROBO office with witness in main site
- vSphere Replication to support 5 minutes RPO
vSphere with Operations Manager 6.1 (vSOM), vRealize Operations 6.1 (vR Ops), vRealize Operations Insight 6.1 (vROI)
vR Ops Standard Edition now comes with SDDC management packs which include VSAN, vCloud Ai, NSX Update 17th Sept 2015: Apparently vR Ops 6.1 Advanced and above will have these management packs.
- New OS & Applications monitoring starting with 5 supported apps.  More to come.
- Tech preview: Workload Placement Engine (WLP) working with DRS

vCenter Site Recovery Manager 6.1
- Support of Metro cluster vMotion during planned downtime across different physical sites

- Previously named as EVO:RACK in tech preview
- 1/3 rack minimum

-  available in 5 hardware profiles
- support up to 64 nodes with 16 appliances

vCloud Air Compliance (EAP-US)
- Realize visibility for continuous monitoring of compliance
- applicable for on premise and off premise services

Horizon 6.2
- Horizon for Linux vGPU and vSGA support on top of existing vDGA
- Support for Skype Business
- New AMD GPU support for vDGA
- All-Flash VSAN support
- Zero day support for Windows 10
- Announce of Project Enzo

VMware Identity Manager Advanced Edition
- Previously known as VMware Workspace
- Advanced added support on SSO with enrollment of mobile devices for use to access applications via iDM

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