To order or renew a single contract, consolidate multiple contracts or ask questions regarding the support contract renewal process, please contact VMware Renewal Sales at the e-mail address and phone numbers below.
Choosing a Support Service Level
Customers have several support options, based on the requirements of their particular environment:
- Platinum: Business critical environments requiring uninterrupted access and around-the-clock support.
- Gold: Operational environments supporting business applications and data.
- Silver: Off-line development, test, and help desk environments.
Platinum |
Gold |
Silver |
VMTN |
|
|---|---|---|---|---|
| Response Time | Sev 1 - 30 min Sev 2 - 4 bus hrs Sev 3 - 8 bus hrs |
Sev 1 - 4 bus hrs Sev 2 - 8 bus hrs Sev 3 - 12 bus hrs |
Sev 1 - 8 bus hrs Sev 2 - 12 bus hrs Sev 3 - 12 bus hrs |
All Sevs - 48 hrs |
| Access | Web and Phone | Web and Phone | Web Only | Web Only |
| Hours | 24x7 (Sev 1 only) | Mon-Fri 6am-6pm | Mon-Fri 6am-6pm | Mon-Fri 6am-6pm |
| Maximum # of Requests | Unlimited | Unlimited | Unlimited | 2 per sub per year |
| Products | All VMware Products | All VMware Products | VMware Workstation Only | Products in Subscription |
| Software Maintenance | Product updates and upgrades | Product updates and upgrades | Product updates and upgrades | Product updates and upgrades |
- Click to email Renewal Sales
- Call us toll-free (in the U.S. and Canada) at:
1-877-4VMWARE (486-9273) or
+1-650-427-5000 elsewhere.
