VMware's current support policies and "How To" guides share best practices for accelerating the problem solving process and enhancing your customer experience. Our downloadable Technical Support Guide covers in detail the support best practices, offerings, lifecycle process and policies.
Lifecycle Support Phases
General Support Phase
The General Support phase begins on the date of general availability of a Major Release (“GA”) and lasts for a fixed duration. During the General Support phase, for customers who have purchased VMware support, VMware offers maintenance updates and upgrades, bug and security fixes, and technical assistance as per the Support and Subscription Terms and Conditions.
Technical Guidance Phase
Technical Guidance, if available, is provided from the end of the General Support phase and lasts for a fixed duration. Technical Guidance is available primarily through the self-help portal and telephone support is not provided. Customers can also open a support request online to receive support and workarounds for non-business critical issues on supported configurations only. During the Technical Guidance phase, VMware does not offer new hardware support, server/client/guest OS updates, new security patches or bug fixes unless otherwise noted. This phase is intended for usage by customers operating in stable environments with systems that are operating under reasonably stable loads.
End of Availability (EOA)
A product has reached its end of availability when it is no longer available for purchase or download from vmware.com.
End of Support Life (EOSL)
A product has reached its end of support life when it is no longer generally supported by VMware. End of support life for a specific product is either end of General Support or end of Technical Guidance, if available for that specific product.
Lifecycle Support Summary
| Features |
General Support Phase
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Technical Guidance Phase
|
End of Support Life Phase
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|---|---|---|---|
| Maintenance updates and upgrades |
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| New security patches |
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| New bug fixes |
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| New hardware support |
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| Server, Client and Guest OS updates |
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| File a Support Request | Phone and Web
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Web only | |
| Existing security patches |
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| Existing bug fixes |
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| Workarounds for non-business critical issues |
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| Self-help web-based support |
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| Access to Knowledge Base |
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Lifecycle Support Policies At A Glance
Acquired Products Lifecycle Information
| Product |
Additional Policy Details
|
|---|---|
| Legacy Shavlik Products |
Legacy Shavlik product EOL information
Legacy Shavlik OEM product EOL information |
The information contained herein is believed to be accurate as of the date of publication, but updates and revisions may be posted periodically and without notice. VMWARE DOES NOT PROVIDE ANY WARRANTIES COVERING THIS INFORMATION AND SPECIFICALLY DISCLAIMS ANY LIABILITY FOR DAMAGES, INCLUDING, WITHOUT LIMITATION, DIRECT, INDIRECT, CONSEQUENTIAL, INCIDENTAL, AND SPECIAL DAMAGES, IN CONNECTION WITH THE INFORMATION PRESENTED HERE.
