Silver Support & Subscription Service

Note: VMware retired the VMware Silver Support and Subscription Service on March 31, 2010 and will honor existing contracts through the end of their term. Please consider our other support options to address your needs.

Electronic Support Designed for Workstation Users

  • Global, 12x5 Web-only access to support
  • Unlimited number of support requests
  • Online access to documentation and technical resources, knowledge base, discussion forums
  • Product updates and upgrades

Overview

VMware Silver Support is designed for individual users of our VMware Workstation product. Silver support requests are submitted via the VMware support Web site only. Subscribers to this service should take advantage of our online knowledge base, documentation and discussion forums. Developers, test engineers and help desk personnel requiring the ability to contact VMware Support by phone should consider the VMware Basic Support service.

Feature  Silver Support
Hours of Operation 12 Hours/Day
Monday–Friday
Length of Service 1, 2 or 3 Years
Product Updates Yes
Product Upgrades Yes
Products Supported Workstation Only
Method of Access Web Only
Response Method Email Only
Access to VMware Web Site Yes
Access to VMware Discussion Forums and Knowledge Base Yes
Max Number of Support Administrators per Contract 2
Number of Support Requests Unlimited
Target Response Times – Web only
Critical (Severity 1)
Major (Severity 2)
Minor (Severity 3)
Cosmetic (Severity 4)

8 business hours
12 business hours
12 business hours
12 business hours
Business Hours
North America and Latin America
Alaska, Hawaii
South America (NASA)

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)
6 a.m. to 6 p.m. (EST/EDT)

7 a.m. to 7 p.m. (GMT/GMT+1)

8:30 a.m. to 8:30 p.m. (Singapore Time)

7 a.m. to 7 p.m. (Sydney AET)

Additional Information

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 Guide.