Support As You Need It
Next Steps
- Flexible “pay as you go” model.
- Good for technical support on specific products.
- Sold as individual incidents or as economical 3- or 5-incident packs, depending on product.
- Online access to documentation, knowledge base articles, discussion forums and other technical resources.
Overview
VMware Per Incident support is designed to meet the needs of individual consumers or customers with no or small datacenters and software development organizations. An incident is defined as a question relating to a specific, discrete issue and may involve several interactions with Technical Support prior to resolution. Separate support incidents must be purchased for assistance with multiple support issues. By purchasing a 3 or 5 incident pack, you can take advantage of a built in discount, as well as contact VMware Technical Support for three or five independent technical issues for your specified product. Per-Incident Support is non-refundable; please see Terms and Conditions for details.
VMware offers Per Incident support for several products allowing access to support as you need it. With Per Incident support, customers can choose to log cases and receive responses either through the Web or by the phone.
Before purchasing per incident support, 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!
| Feature | VMware ESXi VMware vSphere Essentials* |
VMware ACE Starter Kit, Workstation and VirtualCenter for VMware Server |
VMware vCenter Converter Standalone | VMware Fusion |
|---|---|---|---|---|
| Hours of Operation | 12 hours/day Monday–Friday |
12 hours/day Monday–Friday |
12 hours/day Monday–Friday |
12 hours/day Monday–Friday |
| Length of Service | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident | Valid for one year after purchase of the incident |
| Method of Access | Web and phone | Web and phone | Web and phone | Web and phone |
| Response Method | Phone and email | Phone and email | Phone and email | Phone and email |
| Access to VMware Web Site | Yes | Yes | Yes | Yes |
| Access to VMware Discussion Forums and Knowledge Base | Yes | Yes | Yes | Yes |
| Per Incident Support Options | 1-, 3-, 5-incident packs | 1-, 3-, 5-incident packs | 1 incident | 1-, 3-, 5-incident packs |
| Target Response Times |
4 business hours for severity 1; next business day for all other severities | 1 business day for all severities | 1 business day for all severities | 1 business day for all severities | Business Hours
Alaska, Hawaii |
Monday - Friday 6 a.m. to 6 p.m. (PST/PDT) |
Monday - Friday 6 a.m. to 6 p.m. (PST/PDT) |
Monday - Friday 6 a.m. to 6 p.m. (PST/PDT) |
Monday - Friday 6 a.m. to 6 p.m. (PST/PDT) Globally |
| How to Purchase |
VMware Store – VMware ESXi Per Incident support VMware Store – VMware vSphere Essentials Per Incident support |
VMware Store – Workstation Per Incident support VMware Store – VirtualCenter for VMware Server Per Incident support |
VMware Store – vCenter Converter Standalone Per Incident support |
*Per Incident support for VMware vSphere Essentials is not available for VMware ESXi or VMware vCenter Server licenses sold as part of the Foundation, Standard or Enterprise bundles. Per Incident support is NOT available for VMware vSphere 4 Essentials for Retail and Branch Offices or VMware vSphere 4 Essentials Plus for Retail and Branch Offices; Gold and Platinum support are available for these products.
