Hi David,

This process is documented here

https://www.vmware.com/support/file-sr.html

Create a Support Request

There are two methods:

1.      Web Support Portal (https://my.vmware.com)  Customers/Partners should have to reset their password for access to the VMware Support Portal.  Their SD-WAN Support portal login no longer works.
2.      Phone (https://www.vmware.com/support/contacts/us_support.html) This is unchanged, VeloCloud is using the standard VMware phone tree WW.

Check Status of a Support Request (SR)

Customer and Partners can check status by visiting https://my.vmware.com

Escalating a Support Request

There are two methods:

1.     Web Support Portal – Select the SR and in the action menu select ‘request manager assistance’.  This will trigger review by the VMware Escalation team who will then engage Velo-Support as needed.
2.    Phone – Reference the SR to the agent and request that it be escalated.

The customer can manage their own user accounts in MyVMware.  With issues related to login to MyVMware, customers can call the VMware support phone numbers (https://www.vmware.com/support/contacts/us_support.html) for assistance.

Call 1-877-486-9273 and the team should be able to redirect you to the right team. You can tell them that you are facing issues with the Support portal.