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.
|Hours of Operation||12 Hours/Day
|Length of Service||1 or 3 years|
|Product Updates ||Yes|
|Product Upgrades ||Yes|
|Products Supported ||Support by Product Matrix|
|Method of Access||Telephone/Web|
|Root Cause Analysis||Available only with Business Critical or Mission Critical Offering|
|Access to VMware Discussion Forums and Knowledge Base||Yes|
|Max Number of Technical Contacts per Contract||4|
|Number of Support Requests||Unlimited|
|Target Response Times
Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)
4 business hours
8 business hours
12 business hours
12 business hours
Europe, Middle East, Africa (EMEA)
Asia, Pacific Rim
|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)
8:00 a.m. to 8:00 p.m. (JST)
7 a.m. to 7 p.m. (Sydney AET)
 Product updates and upgrades are not included with Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
 VMware Fusion Professional and VMware Workstation require a minimum of ten (10) licenses in order to purchase Basic support.
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.