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How to Open a Support Case

SUPPORT NOTICE FOR Workspace ONE CUSTOMERS:

Customers looking for Workspace ONE support should visit the WorkspaceONE Portal or call  (877) 486-9273 (Select Option 4 for Technical Support, then Option 5 for Workspace ONE.)

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The process for opening a support case depends on which product(s) you own and how you purchased.  Please see below for the various support options available.  If you are unsure of how to proceed after reviewing the options below, contact our User Exchange team.

Existing Carbon Black customer

Owner of VMware Carbon Black Endpoint purchased via Dell

For all other bundles with products from the Carbon Black product line 

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Existing Carbon Black customer

If you can't locate the information you need in our Knowledge Base, there are two ways to open a support case once you are in the VMware Carbon Black User Exchange.

Method 1

From any page in the User Exchange hover over the Company Group link in the global navigation to reveal a drop-down menu where you may select, Create a case.  Please note, if you are a member of more than one company group you will be asked to select which group first.

create a case_gnav.PNG

That will bring you into your case portal directly to the case creation form where you can fill out the details of your case and submit.


Method 2

From any page in the User Exchange click on the orange Create button in the global navigation and choose the Create a Case option which will bring you directly to the Create a Case form within your company group (if you are a member of more than one company group you will be asked to select which group you want to go to first.) 

create a case.png

From there just fill out the details of your case and hit Submit!  

For both the above methods, you need to be a member of your private support group.  If you are not a member, please see: How to Join Your Customer Support Group to get invited.

If you have any issues trying to open a support case after you have joined your private support group, please contact uex@carbonblack.com.

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Owner of VMware Carbon Black Endpoint purchased via Dell 
(see the top of this document if you require support for Workspace ONE)

For customers who have purchased VMware Carbon Black Endpoint from Dell, if you are unable to find your answer in our Knowledge Base, Dell ProSupport is happy to assist you via the options below.

United States:

  • Contact Dell Data Security ProSupport at 877.459.7304, Ext. 4310039, Option 1 
  • Chat Portal

International

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For all other bundles with products from the Carbon Black product line 
(see the top of this document if you require support for Workspace ONE)

If you can't locate the information you need in our Knowledge Base, there are two ways to open a support case once you are in the Carbon Black User Exchange.

Method 1

From any page in the User Exchange hover over the Company Group link in the global navigation to reveal a drop-down menu where you may select, Create a case.  Please note, if you are a member of more than one company group you will be asked to select which group first.

create a case_gnav.PNG

That will bring you into your case portal directly to the case creation form where you can fill out the details of your case and submit.


Method 2

From any page in the User Exchange click on the orange Create button in the global navigation and choose the Create a Case option which will bring you directly to the Create a Case form within your company group (if you are a member of more than one company group you will be asked to select which group you want to go to first.) 

create a case.png

From there just fill out the details of your case and hit Submit!  

If you have any issues trying to open a support case, please contact CB-uex@vmware.com

Please note: the above is the Community Team email alias and the Community Team cannot provide product support.