VMware

FAQs: Customer Education


IMPORTANT
IMPORTANT: PAYMENT POLICY CHANGE as of April 23, 2010
Accepted Payment Methods - North America
What methods of payment are accepted? (United States, Canada and Mexico)
What if I have purchased through a Reseller?
How do I redeem VMware Training and Consulting Credits?
Should I include TAX with the payment?
Accepted Payment Methods – International
What methods of payment are accepted? (International Only)
How do I make a payment by Purchase Order? (International Only)
International Purchase Order Requirements
What if I have purchased through a Reseller?
How do I make payment by Cheque? ( International Only)
How do I redeem VMware Training and Consulting Credits?
Should I include TAX with the payment?
Accepted Registration Methods
Can I make changes after I have been confirmed?
Can I register by phone or fax?
Can I register online?
Can I register others?
Cancellation Policy
What is the refund policy for cancellations?
Class Expectations
What can students expect from class?
What do we expect you to bring to the Virtual Infrastructure class?
Class Hours
What time do classes begin?
Course Comparison
Comparing VMware vSphere: Install, Configure and VMware vSphere: Fast Track
Live Online Delivered Classes
How does a live-online class differ from a standard classroom delivery?
What are the student system requirements for a live-online class?
Making VMware a Supplier
What is VMware's TAX ID
Who is my VMware Education contact?
On Demand Docs
Accessing Labs After Final Assessment
Final Assessment Instructions
Firewall and Browser Settings
Resolving 403 Access Error
Second Login Prompt/Blank Screen
Updating License Keys
Viewing Content Oflline
Prerequisites
Do I have to meet course prerequisites to attend VMware Product Training?
Quotes, Proforma Invoices and General Invoicing
When will I be invoiced for this course?
Who can generate the quote I need?
Schedule
How do I request a class that's not on the website?
Seat Confirmation
What steps are required to receive a seat confirmation?

IMPORTANT: PAYMENT POLICY CHANGE as of April 23, 2010

To All North America Education Customers: First of all, thank you for your interest and participation in our Education Opportunities. We wanted you to be the first to know about the changes we are making in our payment policies, as of April 23, 2010.

As part of a continuing effort to improve customer service and streamline our processes, we are making a change in payment methods for Untied States, Canada and Mexico Education Courses. We will continue to accept payment by Credit Cards (American Express, Mastercard, Visa, and Discover), Training and Consulting Credits, and payments via resellers but VMware will no longer accept Purchase Orders, Checks or Wire Transfers.

If Purchase Order is the only option, Purchase Orders can be used to purchase Training and Consulting Credits, please contact eduoperations@vmware.com for details.

We realize this change may inconvenience some of you, but hope these changes will help us achieve our stated commitment to provide you, our customers, outstanding service.

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What methods of payment are accepted? (United States, Canada and Mexico)

All Payments must be made at least 10 business days before the start of the class.

United States, Canada and Mexico: Payment methods are Training and Consulting Credits, Payment through Reseller and Credit Cards.

We accept the following credit cards: American Express, Mastercard, Visa & Discover.

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What if I have purchased through a Reseller?
Follow the steps in the attached Powerpoint Presentation.
View File for Additional Details (Paying Through Reseller.pdf)
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How do I redeem VMware Training and Consulting Credits?

VMware Consulting and Training Credits are pre-paid services dollars which can be redeemed for any combination of VMware packaged consulting, custom consulting or training. Credits provide customers with the flexibility to allocate budget for services and use the services when needed. To redeem credits for education classes, follow the standard registration process. When the payment question comes up, select pay with PSO credits. The Credits Frequently Asked Questions (view file for additional details) provides step-by-step instruction. More information can be found at www.vmware.com/services or by contacting your local VMware representative.

View File for Additional Details (Credits_FAQ_Customers_June.PDF)
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Should I include TAX with the payment?

Digital River will collect Sales Tax/GST/VAT Tax for the VMware myLearn Store based on Digital River's tax nexus.

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What methods of payment are accepted? (International Only)

All Payments must be made at least 10 business days before the start of the class.

International Payments: Payment methods are Purchase Orders, Cheque Requests, Bank Transfers, Training and Consulting Credits, Payment through Reseller, Credit Cards, BPAY, PayPal and ELV.

We accept the following credit cards: American Express, Mastercard, Visa, Maestro and JCB.

Please note that these are VMware’s acceptable methods of payment, however different payment options vary depending on location.

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How do I make a payment by Purchase Order? (International Only)

All students must register themselves online (Submission of a Purchase Order does not Register a student.) Purchase Orders must be:

  • EMEA – transmitted by fax to +44 1276 685 018
  • APAC – emailed to apaceducation@vmware.com
  • Be received by VMware at least 10 days before the start of the class
  • Include the student registration number
  • Contain all the requirements listed in the link below

International Purchase Order Requirements

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International Purchase Order Requirements
VMware Supplier Address (See below)
Student Company Name
Purchase Order Number
Bill to address, contact name, phone and email
Ship to address, contact name, phone and email
Net Terms 30 days
Specify currency
Authorized Signature (handwritten on the purchase order)
Quantity of items being purchased
Description of items being purchased
Per unit cost of items
Total cost of all items combined
Purchasing agent and contact phone number

International Purchase Orders (processed outside the United States) must display the VMware Supplier Address:

VMware International Limited
Parnell House, Barrack Square,
Ballincollig
Co. Cork,
Rep. Ireland
Telephone: +353-21-466 0000

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What if I have purchased through a Reseller?
Follow the steps in the attached Powerpoint Presentation.
View File for Additional Details (Paying Through Reseller.pdf)
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How do I make payment by Cheque? ( International Only)

Payment by cheque is accepted on an exception basis only. Please email either emeaeducation@vmware.com (for European Requests or apaceducation@vmware.com (for Asia Pacific requests) to request approval for payment by check.

Cheques must be mailed to the following office location:

VMware International Limited
Parnell House, Barrack Square,
Ballincollig
Co. Cork,
Rep. Ireland
Telephone: +353-21-466 0000

**Attach student registration details to the cheque at all times**

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How do I redeem VMware Training and Consulting Credits?

VMware Consulting and Training Credits are pre-paid services dollars which can be redeemed for any combination of VMware packaged consulting, custom consulting or training. Credits provide customers with the flexibility to allocate budget for services and use the services when needed. To redeem credits for education classes, follow the standard registration process. When the payment question comes up, select pay with PSO credits. The Credits Frequently Asked Questions (view file for additional details) provides step-by-step instruction. More information can be found at www.vmware.com/services or by contacting your local VMware representative.

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Should I include TAX with the payment?

Digital River will will collect Sales Tax/GST/VAT Tax for the VMware myLearn Store based on Digital River's tax nexus. For registrations paid via PO, tax may be applicable and assessed at the time of registration.

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Can I make changes after I have been confirmed?

If you need to reschedule a class or select a different course, contact VMware Education 1-866-377-4710(3,1).

We are happy to accept participant substitutions any time prior to the start of class, provided the new participants meet the course prerequisites and foundational knowledge requirements.

Please note that the new participant must have an active myLearn account.

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Can I register by phone or fax?

We do not take registrations via fax or phone. Please register online at www.vmware.com/education.

If you experience difficulties registering online contact VMware, Education Services 1-866-377-4710 or email eduoperations@vmware.com.

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Can I register online?

Register online at www.vmware.com/education.

Be sure to use your business email account to ensure correct pricing is applied.

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Can I register others?

To register others begin by creating your own account. You'll later be prompted to provide [change] the student's information.

View File for Additional Details (How To Register Others2.pdf)
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What is the refund policy for cancellations?
  • Course fees are 100% refundable if you cancel your order at least 10 business days prior to the date of the class.
  • Course fees are NOT refundable if you cancel or change the class less than 10 business days prior to the date of the class.
  • If you cannot attend the class and fail to notify VMware prior to the date of class you will forfeit the entire course fee.
  • You can avoid the cancellation fee if you designate another person to attend the class in your place. Substitutions may be made at anytime, even onsite (at the engagement).
  • VMware, Inc. reserves the right to cancel or reschedule any class. If a cancellation or reschedule is necessary, VMware will make every effort to notify you at least 10 business days in advance. Unfortunately, last-minute cancellations and rescheduling sometimes require this notification period to be less. Please consider this when making your travel plans. VMware, Inc. will not, in any way, be held responsible for any costs, including loss of airfare or other transportation costs, hotel expenses, or other damages that you may incur in the event that VMware, Inc. cancels or reschedules a class. VMware will refund the tuition only.
  • On-site training classes canceled within 10 business days prior to the class start are subject to a 100% cancellation fee. Cancellations must be submitted in writing to eduoperations@vmware.com.

  • If you need to cancel or reschedule your training please contact us immediately. Contact information may be found at http://mylearn.vmware.com/contact.cfm?ui=www_edu.

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    What can students expect from class?
    Students will work in teams of two on servers located offsite using a variety of remote access technologies.

    Class is approximately a 50/50 mixture of lab and lecture. Approximately 1/2 of the labs that will be provided are considered "optional". Even so, the class is generally tight from a scheduling standpoint. In order to help with timing issues, lunch will be served onsite each day of the class. Breakfast and an afternoon snack are usually available as well. We do provide vegetarian choices but please contact us if you have specific dietary needs.

    Your instructor may give you the option of working through labs while you eat lunch in order to add as much as possible to the course content or to allow you to leave a little earlier on the last day of class.

    The above applies only to those classes run by VMware. Classes run by partners are subject to the partner’s rules and capabilities and are not controlled by VMware.

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    What do we expect you to bring to the Virtual Infrastructure class?

    Basic Linux command line knowledge is useful, but not required. Your instructor should cover what you need during the class.

    You should make your instructor aware of any hearing or vision impairments before class begins on the first day. If you need other assistance, please contact the training center prior to attending the class.

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    What time do classes begin?
    The majority of our classes run from Monday - Friday, 9am - 5pm. As there may be some exceptions, please check your confirmation email or our website. This information can be found in the course details.
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    Comparing VMware vSphere: Install, Configure and VMware vSphere: Fast Track
    See the VMware vSphere 5.1 Training Comparison that contrasts the two courses detailing difference in audience, duration, and more.
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    How does a live-online class differ from a standard classroom delivery?

    Our live online classes are conducted in the same manner as our classroom classes, using the same manuals and lab equipment. Just as in our classroom classes, each online student is assigned a set of remote lab equipment including an ESXi host and various pre-configured Virtual machines, as the specific class they are attending requires. The students connect to the lab environment using Microsoft’s Remote Display Protocol (RDP) in order to perform the lab exercises. The vast majority of our online students find the class experience equivalent to or better than a classroom delivered class.

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    What are the student system requirements for a live-online class?

    The student will need an Internet connection with at least 200 kbps of bandwidth, a computer (either PC or Mac) running a supported browser as well as a Microsoft RDP client, and an audio connection.

    • There is a long list of supported browsers, including IE 6, 7, 8 & 9 Firefox 3&4 and Chrome 5, 6 & 7 for Windows as well as Firefox, Safari and Chrome for Mac OS X.
    • As part of the class setup information, a link will be provided to enable the student to download the current version of the RDP client.
    • To meet the audio requirements, a student will need to have a computer headset/microphone in order to take advantage of the WebEx VoIP function (recommended), or a telephone headset/microphone with an available phone line.
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    What is VMware's TAX ID
    VMware's TAX ID can be found on the attached W-9 form.
    View File for Additional Details (W-9 for VMware.pdf)
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    Who is my VMware Education contact?

    Who is my VMware Education contact? Your Education contact will vary by location. Please reference link below. http://mylearn.vmware.com/contact.cfm?ui=www_edu.

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    Accessing Labs After Final Assessment
    Users are entitled to their content and labs for the full duration even if they complete the Final Assessment beforehand. The attached document provides the steps to accessing.
    View File for Additional Details (Accessing Labs after Final.pdf)
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    Final Assessment Instructions
    This document will show you how to access the course Final Assessment in order to obtain class completion.
    View File for Additional Details (AccessingFinalAssessmentTest.pdf)
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    Firewall and Browser Settings
    Firewall and Browser config
    View File for Additional Details (FirewallBrowserReqs.pdf)
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    Resolving 403 Access Error
    Resolving 403 error
    View File for Additional Details (Resolving the 403 Access is Forbidden Error Rev3.pdf)
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    Second Login Prompt/Blank Screen
    Second login prompt
    View File for Additional Details (Second Login Prompt_BlankScreenV2.pdf)
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    Updating License Keys
    Updating License Keys
    View File for Additional Details (UpdatingLicenseKeys.pdf)
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    Viewing Content Oflline
    Instructions on how to download content to your IOS device.
    View File for Additional Details (Accessing On Demand Content Offline.pdf)
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    Do I have to meet course prerequisites to attend VMware Product Training?

    Customers tell us our training is outstanding, because we understand the jobs you do, as well as the building blocks required to successfully implement your system. Our curriculum is designed in a particular sequence to build on subsequent concepts and develop your expertise in an organized, manageable fashion.

    Participants are required to complete prerequisites so that the entire class can move forward as a group. VMware, Inc. reserves the right to deny registration in a course for which the prerequisite has not been met.

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    When will I be invoiced for this course?

    International Customers: if you submitted a Purchase order for training an invoice will be sent to you one week after the completion of class.

    United States, Canada and Mexico Customers: This is not applicable.

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    Who can generate the quote I need?
    Please contact your VMware sales representative. Alternatively, email eduoperations@vmware.com and request the quote. Please state the student's complete name, date and location of the class, student's company name, billing and shipping address, contact email and phone number.
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    How do I request a class that's not on the website?

    Our schedule is updated daily. If you cannot find what you're looking for, send a request to eduoperations@vmware.com.

    We will try our best to meet your request or offer helpful alternatives.

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    What steps are required to receive a seat confirmation?

    Registration is considered pending and unconfirmed until payment is received.

    You will receive an email confirmation once payment has been received.

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