Complimentary Support for Fusion, Workstation and Player Plus

  • Assistance with installation of selected VMware software products.
  • File a support request online with 12 business hour typical response time.
  • Online access to documentation, knowledge base articles, discussion forums and other technical resources.

Overview

VMware highly recommends that you take advantage of VMware’s online knowledge base, documentation and discussion forums—complimentary resources that may lead directly to the answers needed.

If you cannot find an answer to your support issue, you can file a support request with VMware technical support. Support requests can be submitted through the VMware Web site or by phone and responses are sent by email.

To receive access to complimentary support, your product must be registered. Registration occurs automatically if you purchased your product from the VMware Online store. If you purchased a boxed product or from a reseller, you need to manually register your license key in My VMware.

Once your complimentary support period ends, you may continue to use VMware's free online resources, or if you need additional assistance, you may also purchase telephone incident support.

Feature Workstation Fusion & Fusion Professional Player Plus
Hours of Operation 12 Hours/Day
Monday–Friday
12 Hours/Day
Monday–Friday
12 Hours/Day
Monday–Friday
Length of Service 30 days of installation support 18 months of installation support 30 days of installation support
Product Updates Yes Yes Yes
Method of Access Web and phone Web and phone Web and phone
Response Method Email Email Email
Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes
Number of Support Requests Unlimited Unlimited Unlimited
Target Response Times (Web)
All Severities
12 business hours from the time
of submission
12 business hours from time of
submission
12 business hours from time of
submission
Business Hours Monday - Friday Monday - Friday Monday - Friday
North America 6 a.m. to 6 p.m. (Local Time) 6 a.m. to 6 p.m. (Local Time) 6 a.m. to 6 p.m. (Local Time)
Alaska, Hawaii 6 a.m. to 6 p.m. (PST/PDT) Globally Globally
Latin America 9 a.m. to 6 p.m. (Local Time)    
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)