Software as a Service (SaaS)
Production Support

Focused, 24-Hour Support For Software as a Service Products

  • Global, 24x7 support for Severity 1 issues
  • Fast response times for critical issues
  • Unlimited number of Support Requests
  • Online access to documentation and technical resources, knowledge base, discussion forums
  • SaaS updates

Overview

VMware Software as a Service Production Support is designed with your access to SaaS products in mind. We are committed to delivering enterprise-class, worldwide support with a single objective in mind: your success. Our global support centers are staffed around the clock to ensure you have access to the product from your web browser anywhere the internet is available. VMware handles software deployment and maintenance, allowing you to focus on running your business.

Feature  SaaS Production Support
Hours of Operation 24 Hours/Day
7 Days/Week
365 Days/Year
Length of Service 1, 2 or 3 Years
SaaS Updates Yes
Services Supported Support by Product Matrix
Method of Access Telephone/Web
Access to VMware Discussion Forums and Knowledge Base Yes
Max Number of Technical Contacts per Contract 6
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)

8:00 a.m. to 8:00 p.m. (JST)

7 a.m. to 7 p.m. (Sydney AET)
Target Response Times

Critical (SaaS Severity 1)
Major (SaaS Severity 2)
Minor (SaaS Severity 3)
Cosmetic (SaaS Severity 4)


30 minutes or less: 24x7
4 business hours
8 business hours
12 business hours