Well – I’ve finally taken the plunge! This will be my first blog so please go easy on me. 
As you can see from my biography, I work in HP Services. So this post, and my future blog entries, will be from the perspective of an HP Support “insider”. Since most people don’t have the time or patience to read long rambling blog entries I’ll try to keep my notes as short and sweet as possible. I hope you find them useful.
Since one of the products I’m involved in supporting is VMware, I thought I would start by reviewing how VMware support works in HP, and give some hints for getting the best service when you encounter an issue.
PREPARE
Before contacting HP with a VMware problem, gather whatever information you can about the problem in advance. When HP receives a call about a VMware problem we will typically ask for basic details about your environment and a diagnostic bundle. If you have this information ready in advance, you will save time.
Here are a few examples of data to gather in advance. Of course, the context of your problem can change this.
- Create a vSphere Diagnostic bundle, or vm-support from your ESX host(s).
- Gather Information on events leading to the problem.
- Record any recent changes made.
- Gather appropriate screen captures. For example: an image of the PSOD.
- If HP agents are installed, the vSphere diagnostic bundle or vm-support will have Proliant Integrated Management Logs. If not then you can get these from ILO.
You’ll also need your HP VMware support Service agreement ID number. As of this writing it’s a 12 digit number beginning in 103nnnnnnnnn. It’s also helpful to have the serial number of the ESX host, if the problem is specific to a host.
Once you have submitted the problem, HP will set up an ftp site with a username and password for you to transfer any large diagnostic bundles.
The information HP gathers may also be used by VMware. There are a number of good VMware KB articles on gathering diagnostics for various products. Here is a good example for ESX/ESXi hosts.
PROBLEM SUBMISSION:
You have a couple of options for submitting your VMware case to HP.
1. You can submit the case online through the HP Support Center @ http://www.hp.com/go/hpsc.
I recommend this method. Once you’re set up, it’s very easy to submit cases, and the case goes directly to the technology team supporting your product.
2. Your other option would be to submit your case by phone, calling 800-633-3600. (Note that some Mission Critical or Custom contracts have different phone numbers. Check your support contract to confirm.)
If you phone us, a call screener will take your basic information, create a case, and attempt to get someone from HP’s L1 Global Customer Experience (GCE) Virtualization team on the phone. If no one is available live, you’ll get a call back. This is especially important! - Make sure you ask for and record the case number of your call for future reference.
You should also be asked to set a priority. If the call screener does not ask, and you have a critical problem, make your needs known. Here are some guidelines for determining the nature of your problem:
1 – Means you are in a critical down situation. 24x7 effort is needed until you are back up.
2 – Means you have a serious and urgent problem, but you are up with at least partial functionality.
3 – Means you have a question or a problem that may require some research, but it’s not urgent.
At this point you should be on your way to a great support experience.
So, I’ve shared how best to prepare, we’ve gotten you to the right resource – What’s next? Why, working the system to your best advantage – of course! Look for my next “Insider Says” tips and tricks on Working the System: The Insider tells you how to move your support case forward.
See you then!
Pat
