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In Customer Connect, you can perform most administrative tasks on your own. However, Super Users, Procurement Contacts, and Administrators must contact VMware Support to merge accounts.Note: If you are not the Super User, Procurement Contact or Administrator; contact the Super User or Procurement Contact for the affected account(s) and ask them to submit the Support Request. For more information about these roles, see How to locate the Super User and Procurement Contact in Customer Connect (2070494) and Administrator role in Customer Connect (2035526).
Important notes on merging accountsIn some cases, merging accounts may not be a good idea. Before calling VMware Support about merging accounts, consider these points: The new account may contain entitlements purchased by different geographies within your company. Creating a merged account does not alter, transfer, assign or supersede the contractual licensee of the VMware products or any of the license terms under which the VMware products were procured. As a result, merging the accounts could enable users to deploy licenses purchased from different geographies, creating a compliance risk. If the new account contains entitlements purchased by different subsidiaries within your company, merging accounts could enable users to deploy licenses purchased by different legal entities. This is also a compliance risk. If your organization will be renewing or performing post-sales transactions for the whole account, merging the account could introduce risk for renewing multiple contracts together that should be renewed separately. Merging accounts solely for providing a large organization with consolidated visibility across all licenses and contracts, without transferring ownership, may pose a compliance risk. If none of the risks listed above apply, you may still wish to merge accounts. However, keep in mind: Every account must have a Super User to perform key transactions. Make sure you have a Super User that can oversee and manage the merged account. After merging accounts, all contractual restrictions still apply. The Super User must ensure the new account complies with all license restrictions. Additionally, the Super User should reference the updated account Statement/Definition to look for any atypical provisions. When requesting to merge accounts, if the affected accounts have different Super Users or Procurement Contacts, permission is required from a Super User or Procurement Contact of both accounts. VMware sends an Entitlement Account Merge Consent request to the Super User or Procurement Contact of both accounts. PreparationBefore opening a support request: Identify which account will be the main account and which account(s) will be merged.If there are multiple Super Users or Procurement Contacts, confirm which users will retain these roles. VMware recommends assigning the same Super User to all accounts affected by changes. Note: To change a Super User or Procurement contact please see How to change the Super User and Procurement Contact in Customer Connect (2011011) If the Super User or Procurement Contact is no longer with the organization: Ensure that the user taking over the role has been notified.Request an email or other form of supporting documentation from an officer or other person of authority (such as a Director of IT or CIO) at your company authorizing the change.Log in to Customer Connectand follow the path for Support Note: For more information, see How to file a Support Request in Customer Connect (2006985) Required actionsTo perform the below tasks, please file a Product Licensing or Account Support Request. For more information, see How to file a Support Request in Customer Connect (2006985) ActionFormMerging accounts (that belong to one legal entity).None RequiredMerging accounts (that belong to two legal entities)LATF Note: This request is subject to further approvals as per the applicable product End User License Agreement. For more information, see the VMware EULA page. Opening a Support Request 1. Log in to Customer Connect and follow the path for Support2. Click Support >Get Support from the navigation bar at the top of the navigation page 3. Select 'Get Guided Support' under the Non-Technical option4. Under Entitlement Account, choose: Transfer licenses between my Entitlement Accounts5. You will be redirected to the Virtual Assistant for self-help through KB articles/documents or you can choose to speak to a Chat agent by choosing: These articles are not helpful. 6. Once you are redirected, the Chat agent will be able to help you file a Support for your merge request.For more information about the transfer process, see License Assignment and Transfer Form (LATF) (2016482), Account Change Form (ACF) (2016489) and How to transfer accounts in Customer Connect (2070485).