Support From the Virtualization Experts
At VMware Global Support Services, our goal is your success!
VMware offers access to the world's largest virtualization support organization with the most experience supporting critical applications in a virtual infrastructure. VMware Global Support Services offers three support and subscription programs (Platinum, Gold and Silver) on an annual or multi-year subscription basis that include VMware support along with access to periodic fixes and enhancements to our products. Business Critical Support complements Platinum Support by providing your centralized data center team with personalized technical support delivered by a designated team of experts familiar with your system configuration, past support experience and specific business needs.
For several of our Desktop Virtualization Products we offer you the opportunity to purchase support either as needed through Per Incident Support or for your entire site through Site Support. 30-day Complimentary Installation Support via email is also available for selected products.
| Feature | Platinum | Gold | Silver | Complimentary | Per Incident | Site |
|---|---|---|---|---|---|---|
| Hours of Operation | 24 Hrs/Day** 7 Days/Wk 365 Days/Yr |
12 Hrs/Day Mon–Fri |
12 Hrs/Day Mon–Fri |
12 Hrs/Day Mon–Fri |
12 Hrs/Day Mon–Fri |
12 Hrs/Day Mon–Fri |
| Length of Service | 1, 2 or 3 Years |
1, 2 or 3 Years | 1, 2 or 3 Years | 30 days for installation support |
Valid for one year after purchase of the incidents | 1, 2 or 3 Years |
| Product Updates | Yes | Yes | Yes | Yes | Not Available | Yes |
| Product Upgrades | Yes | Yes | Yes | Not Available | Not Available | Yes |
| Products Supported | All Products (excluding Fusion and Player) |
All Products (excluding Fusion and Player) |
Workstation Only | Workstation, Fusion and VirtualCenter for Server Only | Workstation, Fusion, VirtualCenter for Server, ACE Starter Kit, and Converter Starter Edition |
Workstation and Fusion Only |
| Method of Access | Telephone/ Web |
Telephone/ Web |
Web Only | Web Only | Telephone/ Web*** |
Telephone/ Web |
Response Method | Telephone/ |
Telephone/ |
Email Only | Email Only | Telephone/ Email*** |
Telephone/ |
| Remote Support | Yes | Yes | Not Available |
Not Available |
Not Available |
Yes |
| Access to VMware Web site | Yes | Yes | Yes | Yes | Yes | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes | Yes | Yes | Yes |
| Max Number of Support Admins per Contract | 6 | 4 | 2 | Not Applicable |
Not Applicable |
4 |
| Number of Support Requests | Unlimited | Unlimited | Unlimited | Unlimited | 1, 3, or 5 per Incidents | Unlimited |
| Onsite Support for Exceptional Escalations | Yes | Not Available |
Not Available |
Not Available |
Not Available |
Not Available |
**For customer of Business Critical Support (which is a supplement to Platinum Support), direct access to assigned team members is provided during local business hours. Off hours support is provided through a service queue which is staffed by senior technical support engineers.
***Excluding Fusion which is initiated via the web and responded to via email.
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:
| 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) |
Support is a vital part of the total VMware customer experience. We want you to get the most from our products long after the initial sale and installation and we are dedicated to ensuring that any issues are resolved to your satisfaction.
Additional Information
Purchase information can be found by dialing one of VMware's toll free numbers and choosing the Sales Option or contacting one of our resellers. Additional information about our support policies and offerings can be found in our Technical Support Guide.
