4 min read
How DeepQuery changed a moment of crisis into the next big transformation opportunity in IT operations.
Introduction
VMware’s support system and customer experience broke the day Broadcom stepped in. What used to be a well-oiled machine and a thriving user community has turned into a frustrating mess of reorganized products, dis-engaged user community, slower response times, and discouraged partners. Far from an inconvenience, it’s a full-blown crisis that’s disrupting partners and customers alike.
Since Tiyaro was founded by VMware veterans, we decided back in 2023 that it doesn’t have to be this way. We used Tiyaro DeepQuery to reshape VMware troubleshooting with AI.
Our 18000+ VMware users have reported great results so far. In environments where even expert support agents struggle, DeepQuery solves VMware problems with precision and speed. VMware partners tell us it’s like having their best technician on-call 24/7, and the difference is transformative.
In this post, we pull back the curtain on how DeepQuery changed a moment of crisis into the next big transformation opportunity in IT operations.
A Crisis We Couldn’t Ignore
VMware’s support system used to be a cornerstone of trust and reliability but is now a chaotic mess, leaving customers and partners scrambling. The signs are everywhere—repeated requests for the same data, tickets that go dark for days, and “solutions” that feel like starting points rather than answers. For businesses relying on VMware to keep operations running, this isn’t just frustrating—it’s dangerous.
The broader problem? The Broadcom acquisition didn’t just disrupt support; it shattered the ecosystem. Products that were once seamlessly integrated now span multiple organizations, each with conflicting priorities and siloed processes. When issues arise, customers are left untangling a web of disjointed teams.. The result? Delays, confusion, and problems that linger far too long.
The fallout doesn’t stop there. VMware’s legendary partner ecosystem—the trusted advisors who bridged the gap between customers and solutions—has all but collapsed. These weren’t just vendors; they were an integral part of VMware’s innovation and customer success. After the Broadcom merger, many partners have been forced to change direction, leaving businesses stranded without the expertise they once depended on.
This is more than a support crisis—it’s a systemic collapse. The very foundation of VMware’s value has crumbled, leaving businesses to navigate complexity and risk alone.
It doesn’t have to be this way. We don’t have to wait for VMware to fix itself. Or wait for Broadcom to restore the “good old days”. This is an opportunity to leap forward!
DeepQuery is here now—ready to cut through the chaos, unify your support needs, and deliver solutions that no single company in the VMware ecosystem can. The question isn’t whether you need it—it’s how much longer you can afford to wait.
How DeepQuery Addresses These Crises
The earliest test of DeepQuery for VMware was done using VMware experts in 2023. Since then, DeepQuery for VMware troubleshooting expanded to tens of thousands of VMUG Advantage users in 2024. The agents are powered by more than 500,000 unique pieces of information from the VMware universe, including product manuals, knowledgebase articles, community forum discussions, blogs and more. The userbase has rated DeepQuery responses to be equal to or better than human troubleshooting in 67% of the cases.
In the 1.7 million user HPE community forums, DeepQuery outperformed HPE support personnel and the most seasoned HPE architects within a month, earning formal recognition on the HPE community forum. It’s not just matching human expertise—it’s exceeding it.
For partners, DeepQuery is more than a tool—it’s a lifeline. By delivering real-time insights and actionable solutions across complex IT environments, it empowers partners to meet their clients’ needs efficiently and effectively. It’s not just about solving problems faster—it’s about restoring the trust and reliability that the Broadcom transition has eroded.
An Opportunity for VMware Partners to create better support offers
DeepQuery is the reinvention of support that VMware partners desperately need. It’s not just solving VMware issues faster—it’s bridging the gap across a multi-vendor ecosystem. Whether it’s troubleshooting hardware integration with Dell, diagnosing network bottlenecks with Cisco, fixing end user hiccups with Omnissa, or identifying compatibility quirks with Palo Alto firewalls, DeepQuery is built to navigate the complexity that partners face daily.
Imagine having a tireless, 24/7 technical genius at your fingertips—one that doesn’t just answer questions but understands the bigger picture of your customers’ IT stack. That’s what DeepQuery delivers. For partners, it’s not just a tool—it’s a lifeline to protect client relationships, safeguard SLAs, and create a new generation of support offers for their customers.
If you’re a VMware partner, let us show you how DeepQuery can supercharge your solutions architects, sales engineers, and support engineers in 14 days or less.
An opportunity for VMware Customers to rethink their internal IT helpdesk
The chaos of Broadcom’s support transformation adds new risk to your mission critical systems powered by VMware. A DeepQuery-based system for troubleshooting your IT stack is a ready-made, scale-tested way to not only mitigate this risk, but to dramatically transform your internal IT helpdesk operations with AI. VMUG Advantage members can sign-up now to troubleshoot non-trivial infrastructure problems, at a level of quality already proven superior to community forums and often, support tickets. Once registered, you’ll be able to customize these AI agents to more closely match your internal IT stack.