Get support

Because VMware solution on Google Cloud combines Google Cloud bare-metal infrastructure with your Bring Your Own License (BYOL) VMware Cloud Foundation (VCF) subscription, you have access to both Cloud Customer Care and Broadcom Support. This document explains how to route support requests based on the component or issue you are troubleshooting.

Choose a support provider

You can open a support case with either Cloud Customer Care or Broadcom Support depending on the layer of the stack involved, or contact Cloud Customer Care first if you aren't sure where an issue originates:

Support provider Scope of coverage How to access When to contact
Cloud Customer Care
  • Compute Engine z3-highmem-192-highlssd-metal bare-metal instances and local NVMe SSDs
  • Google Cloud VPC networking, Layer 2 broadcast domains, Dynamic NICs, regional load balancers, and Network Connectivity Center Router Appliances
  • Google-qualified ESXi images, VMware solution toolkit, and regional VCF offline depot endpoints
 Open a case in the Google Cloud console Support Center
  • Hardware faults, host maintenance events, or bare-metal provisioning issues
  • VPC routing, Dynamic NIC attachment, or Private Service Connect reachability issues
  • Questions about the VMware solution toolkit or when the root cause across the stack is uncertain
Broadcom Support
  • VMware Cloud Foundation (VCF) software stack
  • VMware vSphere, ESXi hypervisor configuration, vCenter Server, and vSAN storage policies
  • VMware NSX overlay networking, Distributed Firewall (DFW), and Tier-0 or Tier-1 logical routing
  • SDDC Manager, VCF Installer, and workload domain lifecycle management
 Open a service request in the Broadcom Support Portal by using the entitlements from your portable VCF subscription
  • VCF bring-up failures, SDDC Manager workflows, or software upgrade issues
  • vCenter Server, vSAN cluster configuration, or NSX overlay troubleshooting
  • VMware licensing and subscription entitlement questions

Cross-stack escalation

If an issue spans both the Google Cloud physical underlay and the VMware software stack—or if you aren't sure whether a symptom is caused by Google Cloud infrastructure or VCF software—you can open a ticket with either support organization. Cloud Customer Care and Broadcom Support collaborate through established joint escalation pathways to diagnose and resolve cross-stack infrastructure and hypervisor issues.

Before you open a support case

To speed up diagnosis, collect the following environment details before you contact support:

  • For Cloud Customer Care:
    • Your Google Cloud project ID, region, and zone.
    • The instance names and instance IDs of the affected z3-highmem-192-highlssd-metal bare-metal nodes or Compute Engine appliance shells.
    • Log files generated by the VMware solution toolkit (if you are troubleshooting deployment or node preparation).
  • For Broadcom Support:
    • Your Broadcom Site ID and VCF entitlement details.
    • The exact VCF release version (for example, VCF 9.1.0 or 9.1.1) and build numbers for ESXi, vCenter Server, NSX Manager, and SDDC Manager.
    • Support bundles exported from SDDC Manager, vCenter Server, or the VCF Installer appliance.

Request Layer 2 network connectivity allowlisting

VMware solution requires your Virtual Private Cloud (VPC) network's subnets to have the Resolve Subnet Mask property set to Broadcast primary range only with learning to support VLAN-based networking. To allowlist Layer 2 network connectivity for your project, open a support ticket in the Google Cloud console Support Center with the following information:

  • Product: Google Cloud VMware Engine
  • Priority: P2
  • Category: Network Connectivity
  • Business Impact: General Technical question
  • Provide more details: Allowlist L2 network connectivity for my project, along with your project ID, project number, and the target region and zone for your deployment

For more information about support for VLAN-based networking, see Layer 2 emulation: ARP broadcasting and custom MAC learning.

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