Complimentary Support for Fusion & Workstation
- Assistance with installation of selected VMware software products.
- File a support request online with 24-hour typical response time.
- Online access to documentation, knowledge base articles, discussion forums and other technical resources.
Overview
VMware highly recommends that you take advantage of VMware’s online knowledge base, documentation and discussion forums—complimentary resources that may lead directly to the answers needed!
If you cannot find an answer to your support issue, you can file a support request with VMware technical support. Support requests can be submitted through the VMware Web site or by phone and responses are sent by email.
To receive access to technical support, you must first register your product.
| Feature | Workstation | Fusion 1.x or 2.x | Fusion 3.x |
|---|---|---|---|
| Hours of Operation | 12 Hours/Day Monday–Friday |
12 Hours/Day Monday–Friday |
12 Hours/Day Monday–Friday |
| Length of Service | 30 days for installation assistance/support |
30 days* for installation assistance/support |
18 months** for assistance/support |
| Product Updates | Yes | Yes | Yes |
| Method of Access | Web and phone | Web and phone | Web and phone |
| Response Method | |||
| Access to VMware Web Site | Yes | Yes | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes |
| Number of Support Requests | Unlimited | Unlimited | Unlimited |
| Target Response Times (Web) All Severities |
24 hours from the time of submission |
24 hours from time of submission |
24 hours from time of submission |
| Business Hours
North America and Latin America Alaska, Hawaii South America (NASA) Europe, Middle East, Africa (EMEA) Asia Pacific, Japan (APJ) Australia/New Zealand |
Monday - Friday 6 a.m. to 6 p.m. (Local Time) 6 a.m. to 6 p.m. (PST/PDT) 6 a.m. to 6 p.m. (EST/EDT) 7 a.m. to 7 p.m. (GMT/GMT+1) 8:30 a.m. to 8:30 p.m. (Singapore Time) 7 a.m. to 7 p.m. (Sydney AET) |
Monday - Friday 6 a.m. to 6 p.m. (PST/PDT) Globally |
Monday - Friday 6 a.m. to 6 p.m. (PST/PDT) Globally |
*Fusion 2 Complimentary Support is provided free of charge for thirty days (30) days from date of product registration and will automatically expire at the end of such period.
**Fusion 3 Complimentary Support is provided free of charge for 18 months from date of product registration and will automatically expire at the end of such period or product End of Life, whichever comes first (See Support Life Cycle Policy).
