Contacting VMware for support assistance

VMware Cloud on AWS is a service provided by VMware, which means that VMware offers direct support and manages the VMware infrastructure. In cases where a Managed Service Provider (MSP) delivers the service, the MSP takes ownership of the customer relationship and provides Tier-1 support. However, VMware remains responsible for managing the AWS infrastructure of VMware Cloud on AWS in both models. This includes continuous monitoring and proactive alerting by the VMware site reliability engineering (SRE) team. The VMware SRE team is tasked with maintaining the infrastructure stack, which involves upgrades and life cycle management of every SDDC deployed on the platform.

For backend support, the VMware SRE team handles all production problems to ensure the availability of the service. However, customers cannot directly access the VMware SRE team. Instead, any VMware Cloud on AWS issues can be addressed through the dedicated support group in...