The severity of the problem and the service levels of the support program that you purchase determine the speed of our response. Following are the target time commitments for providing the initial response:
| Severity | Platinum (24x7) |
Gold (12x5) |
Silver (Web Only) |
Complimentary (Web Only) |
Per Incident (Web Only) |
Site (12x5) |
|---|---|---|---|---|---|---|
| Critical (Severity 1) |
30 minutes or less; 24x7 | 4 business hours* | 8 business hours* | 1 business day for all severities* | 1 business day for all severities* | 4 business hours* |
| Major (Severity 2) |
4 business hours* | 8 business hours* | 12 business hours* | 8 business hours* | ||
| Minor (Severity 3) |
8 business hours* | 12 business hours* | 12 business hours* | 12 business hours* | ||
| Cosmetic (Severity 4) |
12 business hours* | 12 business hours* | 12 business hours* | 12 business hours* |
* VMware business days are defined as follows:
| Business Hours by Location | |
|---|---|
| NASA North and Latin America Alaska, Hawaii South America |
Mon–Fri, 6 a.m. to 6 p.m. (Local Time Zone) Mon–Fri, 6 a.m. to 6 p.m. (Pacific Time) Mon–Fri, 6 a.m. to 6 p.m. (Eastern Time) |
| EMEA (Europe, Middle East, Africa) | Mon–Fri, 7 a.m. to 7 p.m. (Greenwich Mean Time) |
| APJ (Asia, Pacific Rim, Japan) Australia/New Zealand |
Mon-Fri, 8:30 a.m. to 8:30 p.m. (Singapore Time) Mon-Fri, 7 a.m. to 7 p.m. (Australian Eastern Time) |
