Weekday Support for Test, Dev and Non-Critical Deployments

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

Overview

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.

Feature Basic Support
Hours of Operation 12 Hours/Day
Monday–Friday
Length of Service 1 or 3 Years
Product Updates [1] Yes
Product Upgrades [1] Yes
Products Supported [2] All Products
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support Yes
Root Cause Analysis Available only with Business Critical or Mission Critical Offering
Access to VMware Web Site Yes
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
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)

[1] Product updates and upgrades are not included with Basic Support and Subscription Service for SUSE Linux Enterprise Server (SLES) for VMware.
[2] VMware Fusion Professional and VMware Workstation require a minimum of ten (10) licenses in order to purchase Basic support.

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.