TAM request for Escalation SR

Escalation request must be send to

• GS-TS-CRK-REM <GS-TS-CRK-REM@VMWARE.COM>
• GS-TS-AMER-REM <gs-ts-amer-rem@vmware.com>
• Technical Support Engineer (TSE) owning SR
• Manager of TSE
• Manager of TAM

EMAIL TEMPLATE 

Email Subject Line: Account Name/ SR Number/ Situation
Example: ABC Bank/ 1234567/ VC Down P1
Email Body:
VMware SR Number:
EA Name:
Product Name:
Customer Temperature:
Support Entitlement:
Issue Description/ Issue summary:
Escalation Justification/ Business impact (Example: Production Down situation/ Deal Pending/ Executive Visibility/ Critical Timeline or Deadline/ Any other important information):
Customer ask/ requested action:

Email should looks like following example ... 

Hello REM teams,

I work as TAM for Ceske Radiokomunikace and I’m in touch with TSE (Danijel).

We need traction on this PR 2742319 from Engineering team.

[SR#] 21207723903

[SR Severity]: P1 

[PR#] 2742319

[PR Priority]: P0

[SR Open Date]: 3/24/2021 5:59 AM CET

 

[PR/JIRA Open Date]: 2021-03-25 04:48:13 Pacific 

[Customer Account Name] Czech Radiocomunications

 

[Entitlement]: Production Support Agreement

[Product Name]: vSphere with Kubernetis 

[Product Version]: vCenter version 7.0U2 with NSX-T 3.1.1

[Environment Type]: Production

[Production down?]: No but new deployments impacted 

 

[Brief description of the issue / customer background]:
The customer is the biggest Cloud Service Provider here in Czechia offering also CaaS with VMware vSphere Tanzu.

His end users creating TKG guests clusters via vCloud Director are impacted.

It was identified that it is not the vCloud Director problem but vSphere with Tanzu problem.  

The problem is with creating new clusters directly in vcenter via kubectl.

Some TKG clusters are deployed successfully, but some deployments fail.

[Business Justification and Impact]: It has a business visibility and impacting cloud provider significantly. It is negatively impacting growth of CaaS service and also the brand name of VMware Tanzu (Kubernetes) product.

 

[Has EE Reviewed?]: yes

[Manager & Sr. Manager]: 

GSS Org - Kevin Garland, Donal Hosey EMEA

TAM Org - David Ginzberg, Amanda Hill EMEA

Thank you
David

-- 

David Pasek, VMware - Staff TAM (Technical Account Manager)

Email: dpasek@vmware.com Mobile: +420 602 525 736

Zoom Personal Meeting Room: https://VMware.zoom.us/my/dpasek Password: 344040

Personal blog: http://vcdx200.com

 

Customer Experience is very important to us.

Please forward any feedback about myself to my manager David Ginzberg (dginzberg@vmware.com)