Support As You Need It

  • Flexible “pay as you go” model.
  • Good for technical support on specific products.
  • Sold as individual incidents or as economical 3- or 5-incident packs, depending on product.
  • Online access to documentation, knowledge base articles, discussion forums and other technical resources.

Overview

VMware Per Incident support is designed to meet the needs of individual consumers or customers with no or small datacenters and software development organizations. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 3 or 5 incident pack, you can take advantage of a built in discount, as well as contact VMware Technical Support for three or five independent technical issues for your specified product.

VMware offers Per Incident support for several products allowing access to support as you need it. With Per Incident support, customers can choose to log cases and receive responses either through the Web or by the phone.

Before purchasing Per Incident support, 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!

VMware per-incident support is valid for one year after purchase and does not include product updates or upgrades. Per-Incident Support is non-refundable; please see Support and Subscription for details. An incident cannot be credited back or refunded even if the issue was resolved without help from technical support engineer (for example: finding the answer in the product documentation, knowledge base or on your own).

Feature VMware Hypervisor (ESXi),
VMware vSphere Essentials*
VMware Workstation VMware vCenter Converter Standalone VMware Fusion, Fusion Professional and Player Plus
Hours of Operation 12 hours/day
Monday–Friday
12 hours/day
Monday–Friday
12 hours/day
Monday–Friday
12 hours/day
Monday–Friday
Length of Service Valid for one year after purchase of the incident Valid for one year after purchase of the incident Valid for one year after purchase of the incident Valid for one year after purchase of the incident
Method of Access Web and phone Web and phone Web and phone Web and phone
Response Method Phone and email Phone and email Phone and email Phone and email
Access to VMware Discussion Forums and Knowledge Base Yes Yes Yes Yes
Per Incident Support Options 1-, 3-, 5-incident packs 1-, 3-, 5-incident packs 1 incident 1-, 3-, 5-incident packs
Target Response Times 4 business hours for severity 1; next business day for all other severities 1 business day for all severities 1 business day for all severities 1 business day for all severities
Business Hours Monday - Friday Monday - Friday Monday - Friday Monday - Friday
North America 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (local time zone) 6 a.m. to 6 p.m. (PST/PDT)

Globally
Alaska, Hawaii 6 a.m. to 6 p.m. (PST/PDT) 6 a.m. to 6 p.m. (PST/PDT) 6 a.m. to 6 p.m. (PST/PDT)  
Latin America 9 a.m. to 6 p.m. (local time zone) 9 a.m. to 6 p.m. (local time zone) 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) 7 a.m. to 7 p.m. (GMT/GMT+1) 7 a.m. to 7 p.m. (GMT/GMT+1)  
Asia, Pacific Rim, Japan (APJ) 8:30 a.m. to 8:30 p.m. (Singapore Time) 8:30 a.m. to 8:30 p.m. (Singapore Time) 8:30 a.m. to 8:30 p.m. (Singapore Time)  
Australia/New Zealand 7 a.m. to 7 p.m. (Sydney AET) 7 a.m. to 7 p.m. (Sydney AET) 7 a.m. to 7 p.m. (Sydney AET)  
How to Purchase Resellers

VMware Store – VMware vSphere Hypervisor (ESXi) Per Incident support

VMware Store – VMware vSphere Essentials Per Incident support
Resellers

VMware Store – Workstation Per Incident support
Resellers

VMware Store – vCenter Converter Standalone Per Incident support
Resellers

VMware Store - Fusion Per Incident support

VMware Store - Player Plus Per Incident support

*Per Incident support for VMware vSphere Essentials is not available for VMware ESXi or VMware vCenter Server licenses sold as part of the Foundation, Standard or Enterprise bundles. Per Incident support is not available for VMware vSphere 4 Essentials for Retail and Branch Offices or VMware vSphere 4 Essentials Plus for Retail and Branch Offices; Basic and Production support are available for these products.