A Designated Support Team of Senior-Level Engineers

  • Extend your IT team with Senior VMware support personnel who know your architecture and are aware of past issues.
  • In recognition of your commitment to VMware, your support requests bypass Level One Support and are assigned directly to a senior level engineers.
  • Spend less time conveying background and configuration information - Your designated VMware support team knows your system architecture and maintains a customer profile reference document.
  • Avoid known issues - Your designated VMware support team will leverage their vast customer support experience to help anticipate known issues you might encounter.

Overview

The VMware Business Critical Support Option is offered as a supplement to VMware Production Support and provides customers with additional personalized and proactive support required to keep environments running optimally.

Feature Description
Designated Support Team A designated support engineer is assigned to support your Business Critical Team
Direct Routing to Senior Level Engineers Support Requests filed by telephone will bypass Level One and will be routed to a support queue that is staffed by your designated support team during local business hours and by a pool of senior level engineers during off hours.
Products Supported Support by Product Matrix
Customer Site Profile A primary contact on your designated VMware support team will work with you to draft a support reference document outlining your virtual architecture implementation. This reference document will be used by all VMware team members supporting your account.
Customer Support Plan A primary contact on your designated VMware support team will work with you to document a detailed Support Plan outlining points of contact and key processes.
Root Cause Analysis Should there be an outage that affects system availability, VMware Global Support Services will, upon your request, work to provide formal root cause analysis for your Severity 1 Support Requests. VMware will use commercially reasonable efforts to work with customers and third parties as necessary to provide a resolution where possible. Root cause analysis and log file review by its nature does not always result in a conclusive resolution.
Prerequisites Requires VMware Production Support in place for all VMware products to be covered and supported under VMware Business Critical Support. One customer contact must be VCP certified. Requires premium support for third party products. A Technical Account Manager is highly recommended.
Support for Migration and Updates Support processes may be arranged to cover any time sensitive issues that might occur during your planned migration or upgrade.
Monthly Support Review Meeting Your primary contact will conduct a monthly support review meeting. The context of this meeting will include Support Request trend analysis and root cause analysis reporting on specific issues.
Length of Service 1 to 3 years
Maximum Customer Contacts 6 Technical Contacts per Contract. Additional contacts available for purchase.
Number of Support Requests Unlimited
Business Hours
North America
Alaska, Hawaii
Latin America

Europe, Middle East, Africa (EMEA)

Asia, Pacific Rim

Japan (APJ)

Australia/New Zealand
Monday - Friday
6 a.m. to 6 p.m. (local time zone)
6 a.m. to 6 p.m. (PST/PDT)
9 a.m. to 6 p.m. (local time zone)

7 a.m. to 7 p.m. (GMT/GMT+1)

8:30 a.m. to 8:30 p.m. (Singapore Time)

9:00 a.m. to 6:00 p.m. (JST)

7 a.m. to 7 p.m. (Sydney AET)

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.