Priority Access to Senior-level Engineers and Proactive Account Management

  • Get the help you need more quickly with Priority Access – a streamlined process that connects you to senior-level Technical Support Engineers with specialized experience supporting virtualized environments.
  • Help prevent future issues from occurring with proactive account management to identify trends, develop action plans, fast-track escalations, and coordinate third-party relationships.
  • Minimize downtime with aggressive target response times – 30 minutes or less for Severity 1 issues.
  • Access technical support when you need it: Available 24x7 for Severity 1 issues and additional local business-hour coverage on weekends for Severity 2 issues.

Overview

VMware Mission Critical Support is offered as a supplement to VMware Production Support and Subscription Service, and is intended to complement the value you receive from your VMware Technical Account Manager. If you need to ensure 24x7 availability of your virtualization environment, this offering is for you.

The Mission Critical Support option provides the highest level of personalized, proactive customer support available from VMware. Additional features include:

  • Support Management Services – Support Request escalation and management, proactive planning/communications, and customized support plan
  • Support Request reporting/analysis – regular reports and trend analysis based on your support activity
  • Quarterly business reviews – support activity summaries and recommendations
  • Onsite support – rapid reactive onsite assistance, when necessary, to troubleshoot issues and help minimize downtime
  • Upgrade/migration support -- support processes may be developed to cover any time-sensitive issues that might occur during your planned migration or upgrade
Feature Production Support
Hours of Operation 24x7x365
Length of Service 1 or 3 Years
Product Updates Included with required Production Support and Subscription Service
Product Upgrades Included with required Production Support and Subscription Service
Products Supported Support by Product Matrix
Prerequisites Technical Account Manager & Production Support for Eligible Products
Direct Routing to Senior-level Engineers Support Requests filed by telephone will bypass Level One and will be routed to a support queue that is staffed by senior-level engineers.
Customer Site Profile Your Account Manager, in conjunction with your key Technical Contacts, will document your site profile to help VMware technical staff expedite troubleshooting efforts.
Customer Support Plan Your Account Manager will work with you to develop a detailed Support Plan, outlining points of contact and key processes.
Root Cause Analysis Should there be an outage that affects system availability, VMware Global Support Services will, upon your request, work to provide formal root cause analysis for your Severity 1 Support Requests. VMware will use commercially reasonable efforts to work with customers and third parties as necessary to provide a resolution where possible. Root cause analysis and log file review by its nature does not always result in a conclusive resolution.
Support for Migration and Updates Support processes may be arranged to cover any time-sensitive issues that might occur during your planned migration or upgrade.
Support Review Meetings Your Account Manager will conduct regular meetings to review open Support Requests, address questions or concerns about your environment and to assist with ongoing projects, planned migrations and updates.
Quarterly Business Reviews Your Account Manager will deliver onsite Quarterly Business Reviews to provide trend analysis, reporting and feedback based on your support activity. The Account Manager will also deliver information regarding the latest best practices and white papers, information about patches and updates, knowledgebase articles related to your VMware solutions to ensure the best possible experience for your implementation. In addition, the Account Manager will update Site Profiles and Support Plans as needed.
Method of Access Telephone/Web
Response Method Telephone/Email
Remote Support Yes
Access to VMware Discussion Forums and Knowledge Base Yes
Max Number of Technical Contacts per Contract Unlimited
Number of Support Requests Unlimited
Onsite Support for Exceptional Escalations Yes
Target Response Times

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


30 minutes or less; 24x7
2 business hours; 12x7
4 business hours; 12x5
8 business hours; 12x5
Business Hours Monday - Friday (for Severity 3 and 4 Issues)
Saturday – Sunday (for Severity 2 Issues)
North America
Alaska, Hawaii
Latin America

Europe, Middle East, Africa (EMEA)

Asia, Pacific Rim

Japan (APJ)

Australia/New Zealand
6 a.m. to 6 p.m. (local time)
6 a.m. to 6 p.m. (PST/PDT)
9 a.m. to 6 p.m. (local time)

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

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

9 a.m. to 6 p.m. (JST)

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. Additional information about our support policies and offerings can be found in our Technical Support Welcome Guide.