Key Benefits
- Helps you get through the installation phase
- Submit a support request via the web; receive an email response generally within 24 business hours
- Online access to documentation and technical resources, Knowledge Base articles and discussion forums
Overview
VMware offers 30 consecutive calendar days of complimentary support for VMware Workstation, VMware Fusion and VMware VirtualCenter for VMware Server products. Support requests are submitted via our website and responses will be sent via email.
This complimentary support can be obtained by submitting a support request via the web. You will be given an opportunity to search our Knowledge Base for articles that may give you the information needed immediately or you may continue on to file a support request. You can also access our documentation, discussion forums and other resources from our support home page.
Fusion customers are being offering offered this installation and configuration assistance for 30 consecutive calendar days starting from your date of product registration.
Workstation and VirtualCenter for VMware Server customers are offered installation assistance and support for 30 consecutive calendar days and product updates for 18 months starting from your date of purchase.
| Feature | Fusion | Workstation or VirtualCenter for VMware Server |
|---|---|---|
| Hours of Operation | 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 and 18 months for updates |
| Product Updates | Yes | Yes |
| Product Upgrades | Not Available | Not Available |
| Method of Access | Web Only | Web Only |
| Response Method | ||
| Access to VMware Web Site | Yes | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes |
| Number of Support Requests | Unlimited | Unlimited |
| Target Response Times (Web)
Critical (Severity 1) Major (Severity 2) Minor (Severity 3) Cosmetic (Severity 4) |
24 business hours from time of submission for all severities |
8 business hours 12 business hours 12 business hours 12 business hours |
| 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) 6 a.m. to 6 p.m. (EST) 7 a.m. to 7 p.m. (Greenwich Mean Time) 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. (Local Time) 6 a.m. to 6 p.m. (PST) 6 a.m. to 6 p.m. (EST) 7 a.m. to 7 p.m. (Greenwich Mean Time) 8:30 a.m. to 8:30 p.m. (Singapore Time) 7 a.m. to 7 p.m. (Sydney AET) |
