Support from the Virtualization and Cloud Infrastructure Experts
As part of the VMware Services family, Global Support Services works in conjunction with VMware Consulting Services, VMware Education Services and VMware Certification Services to accelerate return on investments while mitigating risk. VMware employs the largest technical force dedicated to virtualization and specializes in the support of highly complex, varied, heterogeneous and mission-critical virtual and cloud computing environments.
The combination of VMware customer-proven virtualization and cloud infrastructure solutions, and world-class Global Support Services enables customers and partners to follow an evolutionary path to cloud computing. By preserving existing application and infrastructure investments while accelerating realized value from a cloud computing approach, customers can achieve efficiency through utilization and automation, agility with control, and freedom of choice. To meet the needs of organizations—large and small, global and regional—VMware offers the support options below.
- Basic Support - Non-critical support, 12x5
- Production Support - Production support, 24x7 for Severity 1 issues
- Business Critical Support (BCS) - Personalized support delivered by a designated team
- Mission Critical Support(MCS) - Priority Access to senior-level engineers and proactive account management, 24x7
- IaaS Production Support - Production Support for Infrastructure as a Service (IaaS Severity 1 issues 24x7)
- SaaS Basic Support - Non-critical support for Software as a Service products, 12x5 (SaaS Severity 1 issues 24x7)
- SaaS Production Support - Production Support for Software as a Service products, (SaaS Severity 1 issues 24x7)
- vFabric Developer Support - Assistance with vFabric application development, 12x5
- SDK Support Program for vSphere - Streamlined vSphere application development, 12x5
- Developer Support - Support for application development phase, 12x5
- Open Source Support - Assistance from Open Source technologies experts and committers on VMware staff
- U.S. Federal Technical Support - Provided by experienced engineers with U.S. citizenship, located on U.S. soil
- Per Incident Support - Single incident or 1, 3 or 5 per incident support packs, 12x5
- Complimentary Support - Web-based support for Fusion and Workstation
- Zimbra Advantage Support- Email only support for Zimbra products, maximum of 10 support incidents per year
- Zimbra Premium Support- Business hour phone support for Zimbra products, 24X7 for Severity 1 issues and unlimited support incidents per year
- Evaluation Support - Web-based, self help services only
- Beta - Feedback mechanism only
- Retired Support Offerings - Silver Support, Subscription Services, Desktop Standard Support
