Weekday Support for Test, Dev and Non-Critical Deployments

  • Global, 12x5 access to support
  • Unlimited number of support requests
  • Remote Support
  • Online access to documentation and technical resources, knowledge base, discussion forums
  • Product updates and upgrades

Overview

VMware Basic Support is designed for non-critical applications and platforms that require support during normal business hours. Our global support centers have been strategically placed to provide you with fast and efficient access to the support center in your region. Each center is staffed with engineers that can provide industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

 

Feature
Basic Support
Feature Hours of Operation
Basic Support 12 hours/day, Mon-Fri
Feature Length of Service
Basic Support 1 or 3 years
Feature Product Updates [1]
Basic Support Yes
Feature Product Upgrades [1]
Basic Support Yes
Feature Products Supported [2]
Basic Support Support by Product Matrix
Feature Method of Access
Basic Support Telephone/Web
Feature Response Method
Basic Support Telephone/Email
Feature Remote Support
Basic Support Yes
Feature Root Cause Analysis
Basic Support Available only with Business Critical or Mission Critical Offering
Feature Access to VMware Discussion Forums and Knowledge Base
Basic Support Yes
Feature Max Number of Technical Contacts per Contract
Basic Support 4
Feature Number of Support Requests
Basic Support Unlimited
Feature Target Response Times
Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)
Basic Support
4 business hours
8 business hours
12 business hours
12 business hours
Feature Business Hours
Basic Support Monday - Friday
Feature North America
Basic Support 6 a.m. to 6 p.m. (local time zone)
Feature Alaska, Hawaii
Basic Support 6 a.m. to 6 p.m. (PST/PDT)
Feature Latin America
Basic Support 9 a.m. to 6 p.m. (local time zone)
Feature Europe, Middle East, Africa (EMEA)
Basic Support 7 a.m. to 7 p.m. (GMT/GMT+1)
Feature Asia, Pacific Rim
Basic Support 8:30 a.m. to 8:30 p.m. (Singapore Time)
Feature Japan (APJ)
Basic Support 8:00 a.m. to 8:00 p.m. (JST)
Feature Australia/New Zealand
Basic Support 7 a.m. to 7 p.m. (Sydney AET)

 

[1] Product updates and upgrades are not included with Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
[2] VMware Fusion Professional and VMware Workstation require a minimum of ten (10) licenses in order to purchase Basic support.

Overview

VMware Basic Support is designed for non-critical applications and platforms that require support during normal business hours. Our global support centers have been strategically placed to provide you with fast and efficient access to the support center in your region. Each center is staffed with engineers that can provide industry-leading expertise in virtualization and years of experience supporting virtual infrastructure products in real-world customer environments. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success.

[1] Product updates and upgrades are not included with Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
[2] VMware Fusion Professional and VMware Workstation require a minimum of ten (10) licenses in order to purchase Basic support.

Additional Information

Purchase information can be found by dialing one of VMware's toll free numbers and choosing the Sales Option or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Welcome Guide.