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memory use vcenter and linux os

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we have vcenter 5.5 u2 and esxi 5.5 cluster. Some servers have performance problems. User says memory is not enough. These servers are RedHat 6 or RedHat 7. Virtual machine has 24 gb memory and user says 24 gb full and also 7 gb swap . but i checked the vcenter memory tab and vrealize. The server used max 20 gb of memory  in the last week so vcenter and vrealize says memory is enough for this virtual machine. I have read as many articles as I am now, but for sure I didn't understand what value was correct. Did you have experience. The end user is telling the truth? should I increase ram ? I don't know who I should believe


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