Technical Support VMware VSphere - levels and policies. Technical Support VMware VSphere - Levels and Policies Technical Support VMware

Almost always on a new project, when implementing, has to work closely with Technical Support Service and coordinate the work of various vendors. Today I will tell you how to generate various ways package with logs and technical information For technical support for VMware. In most cases, this package is required to consider the problem and is requested by the specialists of the technical support service. The contents of the package consists of logs and various diagnostic information about your virtual infrastructure necessary to identify the so-called. Root Cause of Issues (the main reason for refusal). let's consider several ways to collect statistics Support Bundle for ESXI and VCenter.

Collection of diagnostic information with ESXI and VCenter Server 5.X

These actions were checked for 5.5. In future versions, there may be changes. All the actions in this section can be done both on the host machine and on VCenter. Depending on which logs are required.

Collect Diagnostic Information using VSphere Client

Connect vSphere Client."Ohm, to vcenter Server.
Select in the menu bar Administration\u003e Export System Logs .
In the window Source. Select the message source (VCenter Server or ESX host or anything else). Press Next.
In the window SELECT SYSTEM LOGS. Choose which types of logs will be included in the package / archive. Optionally, you can specify performance parameters in the form of periods of package generation and pauses between loads. Press Next.
In Cha Download location It is necessary to choose a place where the archive will be placed.Press Next.
In the window Ready to Complete. You can see the final information and confirm ( FINISH.) Starting a package generation.
After completion, it is necessary to make sure that the package is correct (VCenter should not give errors). The file name will contain the dates and generation time stamp.

Package Package with PowerCli

Run PowerCli (on behalf of Administrator).
In the PowerCli console, connect to vCenter / ESXI Host, performing
Connect-Viserver -Server -UserName. -Password.
Note: Depending on the configuration of your network, an incorrect certificate may appear.
Further,
1. to start receiving a package with vcenter.Start
  Get-Log -Bundle -DestinationPath
2. To get a package with ESX host, perform
  Get-Vmhost. | Get-Log -Bundle -DestinationPath
  We look at the progress of execution.
We get a package containing in the name time and date. We are convinced of the lack of errors in the console.

Getting the contents of the package using PowerCli

For information, what types of logs are available on the ESXI or VCenter host, you must use the command Get-Logtype.. To get content, run
Get-Vmhost. | Get-Logtype.
To view information about a specific type log (for example, the Hostd service) must be executed:
Get-Vmhost. | Get-Log -Key | SELECT -EXPAND ENTRIES.
You can also specify a specific search query / filter.
Get-Vmhost. | Get-Log -Key | SELECT -EXPAND ENTRIES | SELECT-STRING.<символы_поиска> | More

Collection of diagnostic information with VCenter 5.x Server Appliance (VCSA)

Collecting Diagnostic Information VSphere using the console (SSH)

Connect using -Client to VCSA (for example, using PUTTY).
We enter the username and password (by SSH you need to use the ROOT user, not Administrator).
Run. /usr/sbin/vc-support.sh.
After completion, the file will be created in the current directory (for example, VCSupport yyyy-mm-dd.pid.zip). It must be remembered that these files are not overwritten, but new ones are created. It may take a fairly large amount of disk memory.

Collecting Diagnostic Information VSphere using browser

In the web browser, go to the address https: // :5480/ . (Perhaps it will be necessary to add security exclusion)
Enter the ROOT user credentials.
Go to the VCenter Server tab, select the Summary section.
In the Utilities section, click Download next to Support Bundle. A new window opens that displays the progress of execution.
After completion, a formed package button will appear and the list of information attached to the information. (Advanced, the file will be placed in the VCSA / TMP / VC-Support-Bundle /) directory
Save the resulting file where you need.

Summary

In addition to these methods, there are others. In addition, VMware has many products from which you can also collect Support Bundle. FROM full list You can find references below. In addition, you can read additional articles in the knowledge base, which were used in the article. How to download the received VMware Support Bundle to the support site, you can also read in links.

Collection of diagnostic information from VMware products - http://kb.vmware.com/kb/1008524
Loading diagnostic information on VMware - http://kb.vmware.com/kb/1008525

Sincerely, MC.SIM

Technical Support VMware VSphere - levels and policies.

Article:

VMware today is the unconditional leader of the virtualization market. Many users who acquire its products are interested in technical support and subscription issues for updating the most popular VMware vsphere products, VMware View and VMware Site Recovery Manager (SRM).

In this article, we will try to explain all the main points regarding support and subscription to updates for VMware products (Support and Subscription Services, SNS).

1. Conditions for the sale of VMware support services.

VMware VSphere products (including VCenter), VMware View, VMware SRM without support and subscription are not sold. Be sure to acquire support and subscriptions of the Basic level or production at least 1 year. But there are 2 exceptions:

VMware vsphere Essentials edition is sold without support, but with a mandatory subscription to updates. Payment of support occurs for separate incidents of access to VMware technical support (PER INCIDENT BASIS).
For some products it is possible to purchase a VMware SNS for a period of 2 months, but only in situations when the upgrade of the components of the virtual infrastructure occurs. For example, you buy a VCenter Foundation as part of the VMware VSphere Advanced Acceleration Kit and want to update it to VCenter Standard, increasing the infrastructure as part of the VSphere Advanced edition.

Support and VMware support is bought and licensed that the products are bought and subscribed as the products: if you have bought VMware vsphere on 4 physical processors of VMware ESX servers and VMware VCenter control server, then you must purchase support also for 4 CPU virtualization servers and VCenter servers.

2. Communication language with VMware support.

VMware support is provided only on english language by phone I. e-mail. Be ready for it.

3. VMWare support types.

The main support for VMware vSphere and VMware View can be two types: Basic and Production. These two levels of SNS are distinguished by the response time to the incident, depending on its seriousness (see the table at the end of the article). Basic support is operating in 12x5 mode, product - in 24x7 mode (the latter is recommended for the production environment). Any of support levels can be purchased for a period of 1 to 3 years.

In addition, there are the following types of support for VMWare:

Business Critical Support - for critical manufacturing environments where a highlighted technical support team is required.
Developer Support - Help with the development of Springsource applications, 12x5
Silver - Support via Web for VMware Workstation, 12x5
Desktop Standard Support - Support VMware Fusion for 10 or more licenses, 12x5
PER Incident Support - separate incidents, or their sets, 12x5
Subscription Services - Major and Minor Updates of VMware Products
Complimentary Support - Free Support via Web for VMware Workstation, VMware Fusion, VirtualCenter for Vmware Server
Evaluation - independent work with resources for trial versions Products
Beta - only feedback from users testing products
tC Server Evaluation Support - web support for 60 days for promotion Spring On Vmware

4. The roles of specialists involved in the process of working with technical support for VMware.

By customer:

Support Administrator (Support Administrator, SA) is a person who has the right to send technical support requests to VMware. The number of administrators depends on the purchased support package. For free support (for some products), such a person is one.
VMware license administrators are primary and secondary (Primary and Secondary License Administrators, PLA and SLA). They are responsible for managing VMware licenses in the company (SAM) and receiving updates to VMware Product Components.

From VMware:

Licensing Support Team (Licensing Support Team) - These people are responsible for licensing issues and technical support contracts.
Customer Service Representative (Customer Support Representative, CSR) - a person who answers on phone call Vmware technical support, registers your application, assigns her number and leads a client call log
Support Service Engineer (Technical Support Engineer, TSE) - This person works directly with technical support applications and solves the technical problems of the client

5. The process of contacting technical support VMware.

To start using VMware Technical Support Services:

take an account on VMware.com
register serial number VMWare Product I purchased
prepare the necessary data (10-digit client number, description of your virtual infrastructors configuration, log files, as well as collect diagnostic information about the VMware product)
contact VMware technical support and register an incident (Support Request) by phone or online on the VMWare website

6. Sending a VMWare technical support request through the website vmware.com.

To get started with technical support, use the recommendations described on the File A Support Request Online page.

The entire process of technical support for VMware is presented in the video below:

7. Appeal to the VMware Technical Support Service by phone.

This process is described on the File A Support Request by Phone page. The Toll-Free number (free) list is available on pagePort Phone Numbers. For Russia, this is a number 810 800 24381044 .

To appeal by phone, you will need the following information:

Your name and surname
The name of the company
Your phone number
Support Request Number (if you appeal already in an open incident)
Brief description of the problem

It is usually answered on your problem in the area of \u200b\u200b30 minutes.

8. Track open requests to VMware technical support.

You can view the history of open requests to VMware technical support on the View Support Requests portal.

There you will see all the events taking place with your appeals:

9. VMware Support Reaction Policies for Incidents.

VMWare defines four levels of incident criticality:

SEVERITY 1 (CRITICAL)

There is a high probability of complete or partial loss, or distortion of important information.
. Located a significant part of the services functionality.
. Seriously violated the course of business processes.

Severity 2 (Major)

Work is possible with some limitations, although the performance designed for a long time can significantly decrease.
. There is a risk of non-compliance with important tasks. Right and partial installations affected.
. It is possible to temporarily work around the problem.

SEVERITY 3 (MINOR)

Violated the operation of some components, but the use of applications is possible.
. Control points are almost not affected by danger.

Severity 4 (Cosmetic)

This level implies non-critical problems, including errors in the documentation.

Based on the classification of these incidents by levels, VMWare determines the following reaction policies for them:

SEVERITY PRODUCTION BASIC CRITCH Free (complimentary) on DESKTOP STANDARD incidents

Silver
Critical. (Severity 1)	30 minutes or less; 24x7	4 working hours	8 working hours	24 hours	VMware Esxi For Incident: 4 working hours For all other products: 24 hours	4 working hours
Major. SEVERITY 2)	4 working hours	8 working hours	12 working hours	24 hours	24 hours	8 working hours
Minor (Severity 3)	8 working hours	12 working hours	12 working hours	24 hours	24 hours	12 working hours
Cosmetic. (Severity 4)	12 working hours	12 working hours	12 working hours	24 hours	24 hours	12 working hours

The consolidated table of opportunities for all types of technical support is presented below:

Opportunity	PRODUCTION	Basic.	Developer.	Complimentary.	Per Incident	Desktop Standard.
Opening hours	24x7x365.	12 hours a day, Mon-Fri	12 hours a day, Mon-Fri	12 hours a day, Mon-Fri	12 hours a day, Mon-Fri	12 hours a day, Mon-Fri
Validity	1.2 or 3 years	1.2 or 3 years	1 year	Workstation and fusion 1.x & 2.x - 30 days; Fusion 3.x - 18 months	Available throughout the year after buying incidents	1.2 or 3 years
Product updates	Yes	Yes	Not	Yes	Not available	Yes
Upgrade products	Yes	Yes	Not	Not available	Not available	Yes
Supported VMware products	All products, except VMware Fusion and Player	All products, except VMware Fusion and Player	Springsource: - Springsource TC Server - Springsource Server Products - Springsource Enterprise - Hyperic HQ EE - Apache Projects (Tomcat, Httpd, Activemq, etc.)	Only VMware Workstation and Fusion	VMware Workstation, Fusion, ESXI, VirtualCenter for VMware Server (Version 1.4), Ace Starter Kit and VCenter Converter Standalone	Only VMware Fusion
Way of contacting support	Telephone / Web.	Telephone / Web.	Telephone / Web.	Telephone / Web.	Telephone / Web.	Telephone / Web.
Method of response support	Telephone/ Email	Telephone/ Email	Telephone / Web.	Only email	Telephone/ Email	Telephone/ Email
Remote support	Yes	Yes	Yes	Not available	Not available	Yes
Access to the site VMware	Yes	Yes	Not available	Yes	Yes	Yes
Access to VMware Discussion Forums and Knowledge Base (Knowledge Base)	Yes	Yes	Not available	Yes	Yes	Yes
Maximum number of Support Admins for one contract	6	4	1 Name Contract	Not available	Not available	4
Number of possible appeals	Not limited	Not limited	Not limited	Not limited	Packages of 1, 3 or 5 incidents	Not limited

What is working hours for technical support VMware? This time defined in the table below by region:

If you need advice on the acquisition or extension of technical support and VMware subscription services, contact

Colleagues, glad to inform you that on June 26 of this year it is planned to meet the VMware community, in Moscow.

In addition, we try to make this meeting is easy to communicate - so that it is possible to discuss what and how it is done at colleagues, it happens very useful. And from the pair of three hundreds of coming (including coming from other cities) usually manage to find a suitable interlocutor .

The meeting is free for participants, registration is required (registration form below).

Important! - We took into account the experience and reviews of last year, and now we have drastically reduced the number of sponsors and sponsorship reports, which were most complaints.

The program, as usual, is still in the process of settling, but there is already a previous understanding who and what he wants to tell:

Must be Anton Zhbankov. Last year's report "Processor Planner VMware ESXI 5.1" is unambiguously recognized "the most shredder and therefore an interesting" report of the last meeting (really, I am at work I meet with a person, we communicate we communicate, go to informal themes and here he "But you know such Anton, he An Ats report did that year ... ").
This time, swallowing should increase, without prejudice to utility.

I will add more details closer to the consolidation of arrangements, briefly:
-) Details and experience with Virtual San;
-) Discussion and discussion led by a person introducing "clouds" with their own hands.
-) the rest is specified