Severity Definitions
Severity 1
Production server or other mission critical system(s) are down and no workaround is immediately available.
- All or a substantial portion of your mission critical data is at a significant risk of loss or corruption.
- You have had a substantial loss of service.
- Your business operations have been severely disrupted.
Severity 1 support requires you to have dedicated resources available to work on the issue on an ongoing basis during your contractual hours.
Severity 2
Major functionality is severely impaired.
- Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
- A major milestone is at risk. Ongoing and incremental installations are affected.
- A temporary workaround is available.
Severity 3
Partial, non-critical loss of functionality of the software.
- Impaired operations of some components, but allows the user to continue using the software.
- Initial installation milestones are at minimal risk.
Severity 4
General usage questions.
- Cosmetic issues, including errors in the documentation.
Support Response Times
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) |
Desktop Standard** |
|---|---|---|---|---|---|---|
| Critical (Severity 1) |
30 minutes or less; 24x7 | 4 business hours* | 8 business hours* | 24 hours* | VMware ESXi Per Incident: 4 business hours* All other Per Incident support: 24 hours* |
4 business hours* |
| Major (Severity 2) |
4 business hours* | 8 business hours* | 12 business hours* | 24 hours* | 24 hours* | 8 business hours* |
| Minor (Severity 3) |
8 business hours* | 12 business hours* | 12 business hours* | 24 hours* | 24 hours* | 12 business hours* |
| Cosmetic (Severity 4) |
12 business hours* | 12 business hours* | 12 business hours* | 24 hours* | 24 hours* | 12 business hours* |
* VMware business days are defined below.
** Hours of operations for Fusion are from 6 am to 6 pm (PST/PDT) globally
VMware Business Hours
| NASA North America 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) |
*Hours of operations for Fusion are from 6 am to 6 pm (PST/PDT) globally
