Support Offerings

General Support
Feature Production Basic U.S. Federal Per Incident
Hours of Operation 24 Hrs/Day
7 Days/Wk
365 Days/Yr [1]
12 Hrs/Day
Mon–Fri [1]
24 Hrs/Day
7 Days/Wk
365 Days/Yr
12 Hrs/Day
Mon–Fri [2]
Length of Service 1 or 3 Years 1 or 3 Years Depends on support contract purchased Valid for one year after purchase of the incidents
Product Updates Yes Yes Depends on support contract purchased Not Available
Product Upgrades Yes Yes Depends on support contract purchased Not Available
Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix Support by Product Matrix
Method of Access Telephone/
Web
Telephone/
Web
Telephone/
Web
Telephone/
Web
Response Method Telephone/
Email
Telephone/
Email
Depends on support contract purchased Telephone/
Email
Remote Support Yes Yes Depends on support contract purchased Not Available
Root Cause Analysis Available only with Business Critical or Mission Critical Offering Available only with Business Critical or Mission Critical Offering Available only with Business Critical or Mission Critical Offering Available only with Business Critical or Mission Critical Offering
Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes Yes
Max Number of Support Admins per Contract 6 4 Depends on support contract purchased Not Applicable
Number of Support Requests Unlimited Unlimited Depends on support contract purchased 1, 3, or 5 Incidents

[1] Hours of operation for Latin America – Portuguese 9 a.m. to 8 p.m. (BRST), Spanish 9 a.m. (ARST) to 6 p.m. (CDT).
[2] Hours of operation for Fusion are 6 a.m. to 6 p.m. (PST/PDT) globally.

Premier Support
Feature Mission Critical Business Critical Production
Hours of Operation 24 Hrs/Day
7 Days/Wk
365 Days/Yr
24 Hrs/Day
7 Days/Wk
365 Days/Yr
24 Hrs/Day
7 Days/Wk
365 Days/Yr
Length of Service 1 or 3 Years 1 or 3 Years 1 or 3 Years
Product Updates Included with required Production Support and Subscription Service Included with required Production Support and Subscription Service Yes
Product Upgrades Included with required Production Support and Subscription Service Included with required Production Support and Subscription Service Yes
Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix
Method of Access Telephone/Web Telephone/Web Telephone/Web
Response Method Telephone/Email Telephone/Email Telephone/Email
Remote Support Yes Yes Yes
Root Cause Analysis Yes Yes No
Onsite Support for Exceptional Escalations Yes Not Available Not Available
Max Number of Support Admins per Contract Unlimited within contracted support region [1] Limited to 6 per BCS contract per support region [1] 6
Number of Support Requests Unlimited Unlimited Unlimited
Direct Routing to Senior-level Engineers Support Requests filed bypass Level One to a designated priority support queue that is staffed by Specialist Senior Support Engineers. Support Requests filed bypass Level One and will be routed to your assigned Senior Support Team during local business hours and by a pool of senior level engineers during off hours. Not Available
Point of Contact Assigned Account Manager and Specialist Senior Support Engineers. Assigned Senior Support Engineer Not Available
Customer Support Plan Yes Yes Not Available
Support Review Meetings Daily, Weekly or Monthly (As Desired) Monthly Not Available
Customer Site Profile Yes Yes Not Available
Root Cause Analysis Yes Yes Not Available
Support for Migration and Updates Yes Yes Not Available
Quarterly Business Reviews Yes Not Available Not Available
Prerequisites Requires VMware Production Support in place for all VMware products to be covered and supported under VMware Mission Critical Support. One customer contact must be VCP certified. A VMware TAM is required. 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. Not Applicable

[1] Support Regions are defined as

  • Region #1: The Americas (North, Central and South)
  • Region #2: EMEA
  • Region #3: APAC
Desktop Support
Feature Production Basic Per Incident
Hours of Operation 24 Hrs/Day
7 Days/Wk
365 Days/Yr
12 Hrs/Day
Mon–Fri
12 Hrs/Day
Mon–Fri [1]
Length of Service 1 or 3 Years 1 or 3 Years Valid for one year after purchase of the incidents
Product Updates Yes Yes Not Available
Product Upgrades Yes Yes Not Available
Products Supported Support by Product Matrix Support by Product Matrix Support by Product Matrix
Method of Access Telephone/
Web
Telephone/
Web
Telephone/
Web
Response Method Telephone/
Email
Telephone/
Email
Telephone/
Email
Remote Support Yes Yes Not Available
Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes
Max Number of Support Admins per Contract 6 4 Not Applicable
Number of Support Requests Unlimited Unlimited 1, 3, or 5 Incidents
Developer Support
Feature vFabric Developer Support SDK Support Program for vSphere
Hours of Operation 12 Hrs/Day
Mon–Fri 
12 Hrs/Day
Mon–Fri 
Length of Service 1 or 3 Years 1 or 3 Years
Product Updates No No
Product Upgrades No No
Products Supported Support by Product Matrix Support by Product Matrix
Method of Access Standard: Web
Premium: Telephone/Web
Standard: Web
Premium: Web/Call Back By Appointment
Response Method Telephone/Email Standard: Email
Premium: Email/Call Back By Appointment
Remote Support Yes Yes
Max Number of Support Admins per Contract 1 Named Contact 1 Person Per Contract
Number of Support Requests Unlimited Unlimited
Target Response Times for All Severities Standard: 12 Business Hours
Premium: 4 Business Hours
Standard: 2 Business Days; Email
Premium: 1 Business Day; Email/Call Back By Appointment
Access to VMware Discussion Forums and Knowledge Base Yes Yes
Business Hours 6 a.m. to 6 p.m. local time North America: 6 a.m. to 6 p.m. (local time zone)
Alaska, Hawaii: 6 a.m. to 6 p.m. (PST/PDT)
Latin America: 9 a.m. to 6 p.m. (local time zone)
Europe, Middle East, Africa (EMEA): 7 a.m. to 7 p.m. (GMT/GMT +1)
Asia Pacific, Japan (APJ): 8:30 a.m. to 8:30 p.m. (Singapore Time)
Australia/New Zealand: 7 a.m. to 7 p.m. (Sydney AET)

Supported Products and Technologies

Supported Technologies:

  • Spring (Spring Tool Suite and related Spring projects)
  • Groovy/Grails
  • Tomcat
  • Apache HTTPD (and vFabric ERS)
  • Apache ActiveMQ
  • Apache technologies (other)
  • WaveMaker

Supported Commercial Products:

NOTE: VMware may modify the list of supported technologies/products periodically.

Production Deployment

vFabric Developer Support does not cover licenses or support for running vFabric products in production. To run vFabric products in production, you must purchase commercial vFabric licenses and support. Packaging and pricing for vFabric products is available on the following pages:

SaaS Support
Feature SaaS Production SaaS Basic

Hours of Operation

24 Hrs/Day
7 Days/Wk
365 Days/Yr

12 Hrs/Day
Mon-Fri

Length of Service

1  Year

1, 2 or 3 Years

Product Updates

Yes-SaaS Updates [1]

Yes-SaaS Updates [1]

Product Upgrades

No

No

Products Supported

Support by Product Matrix Support by Product Matrix

Method of Access

Telephone/Web [2]

Telephone/Web [2]

Response Method

Telephone/Email

Telephone/Email

Remote Support

Yes

Yes

Access to VMware Web site

Yes, and access to product SaaS Performance Dashboard [3]

Yes, and access to product SaaS Performance Dashboard [3]

Access to VMware Discussion Forums and Knowledge Base

Yes

Yes

Max Number of Support Admins per Contract

6 [4]

4 [4]

Number of Support Requests

Unlimited

Unlimited

[1] "SaaS Update" means a subsequent release of the SaaS product which VMware generally makes available for its SaaS customers with an active SaaS product’s license and support contract at no additional fee. SaaS Updates may contain, but are not limited to security fixes, critical patch updates, general maintenance releases, selected functionality, and documentation updates. SaaS Updates do not include any product release, option, service or other SaaS product that VMware licenses separately. For more details, see SaaS Support Policies.
[2] Email where Web access is not available.
[3] Where available : Horizon Application Manager, Socialcast.
[4] You are required to establish and maintain an internal help desk for your employees and act as first-line support for the SaaS product. First-line support shall include, but not be limited to: (i) a direct response to users with respect to inquiries concerning the performance, functionality or operation of the SaaS product, (ii) a direct response to users with respect to problems or issues with the SaaS product, (iii) a diagnosis of problems or issues of the SaaS product, and (iv) a resolution of known problems or issues with the SaaS product with the help of technical knowledge base articles. For more details, see SaaS Support Policies.