Software as a Service or “SaaS” Support Policies

These Support Policies apply to your use of VMware’s SaaS and related offerings, including, but not limited to, VMware Horizon Air Desktops, Socialcast, IT Business Management and IT Financial management offerings.

VMware's Terms of Service for the applicable SaaS product can be found here: http://www.vmware.com/download/eula/index.html#tos. These SaaS Support Policies may be updated from time to time.

SaaS Updates

SaaS Updates may address security fixes, critical patches, general maintenance functionality, and documentation and shall be made available at VMware’s discretion. VMware is under no obligation to develop any future functionality or enhancements. If an update for a SaaS product is made available to you pursuant to these SaaS Support Policies, it shall automatically replace the previous version of the applicable SaaS product.

Where practical, VMware will schedule such SaaS Updates during non-business hours and will provide you with notice.

First Line Support & Authorized Technical Contacts

Your authorized technical contacts must be knowledgeable about the VMware SaaS offering and your technical environment in order to work with VMware to analyze and resolve Support Requests. They are responsible for engaging VMware technical support and monitoring the resolution of all Support Requests and escalated support issues.

You are required to establish and maintain processes as necessary to manage first line support for users of the SaaS offering within your organization. If after reasonable efforts you are unable to diagnose or resolve the error(s), your authorized technical contact(s) may contact VMware for technical support via phone or web and assign the correct severity as defined below.

Response times

VMware is committed to rapid response of all Support Requests. All Severities can be logged with VMware on a 24 hours per day, 7 days per week, 365 days per year basis via phone or web. All Support Requests can be tracked online by the authorized technical contact who opened the Support Request.

Severity Level response times do not vary if you file your Support Request via phone or web. VMware does not guarantee resolution times, and a resolution may consist of a fix, workaround, service availability or other solution VMware deems reasonable. VMware will use reasonable efforts to meet the target response times stated in the table below. VMware will provide continuous efforts (24x7x365) to resolve Severity 1 SaaS service availability issues until a workaround or resolution can be provided or until the incident can be downgraded to a lower severity.

SaaS Support Target Response Times:

  SaaS Basic Target
Response Times
SaaS Production Target
Response Times
Critical (SaaS Severity 1) 1 hour or less: 24x7 30 minutes or less: 24x7
Major (SaaS Severity 2) 4 business hours 4 business hours
Minor (SaaS Severity 3) 8 business hours 8 business hours
Cosmetic (SaaS Severity 4) 12 business hours 12 business hours

Severity Definitions

Severity Definition
Critical (SaaS Severity 1) Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.
  • Service is down or unavailable.

  • Data corrupted or lost and must restore from backup.

  • A critical documented feature / function is not available.

Severity 1 issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with VMware.
Major (SaaS Severity 2) Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
  • Service is operational but highly degraded performance to the point of major impact on usage.

  • Important features of the Software as a Service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Minor (SaaS Severity 3) There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.
Cosmetic (SaaS Severity 4) Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.

Upgrade/Downgrade of Severity Level

If, during the Support Request process, the issue either warrants assignment of a higher severity level than currently assigned or no longer warrants the severity level currently assigned based on its current impact on the production operation of the SaaS offering, then the severity level will be upgraded or downgraded accordingly to the severity level that most appropriately reflects its current impact.

Utility Tools

If you decide to implement utility tools available for some SaaS offerings, you are responsible for the successful installation and implementation of these utility tools within your environment as specified in the specific SaaS offering’s configuration and installation documentation. Support Requests can be filed to ask questions regarding the configuration, installation, or usage of the utility tools. Version control is based on major, minor version definitions and these utility tools are made available in the VMware Download Center.

Effective Date: March 10, 2014