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.
Select a product to view its available support offerings.
Datacenter Products
Support Offerings for VMware Infrastructure
Production or Basic Support Contracts are available for VMware Infrastructure Foundation, Standard and Enterprise bundles.
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware ESX
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vSphere Hypervisor
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Per Incident
Purchase support as you need it. Individual incident support conveniently sold in 1-, 3- or 5- incident packs and available during normal business hours. Submit SRs via web or phone; responses are targeted within four business hours for priority 1 severity and one business day for all other severities. Learn More
Support Offerings for VMware Server
Web-based self help resources are available to support VMware Server including Knowledge Base articlesand discussion forumsas well as technical product documentation.
Support Offerings for VMware Service Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Server
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware VirtualCenter for VMware Server (Version 1.4)
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Per Incident
Purchase support as you need it. Individual incident support conveniently sold in 1, 3 or 5 incident packs and available during normal business hours. Submit SRs via web or phone; responses are targeted within one business day. Learn More
Complimentary
Installation assistance offered during normal business hours for 30 consecutive calendar days from date of purchase. Requests are submitted online and responded to via email. Targeted response times vary from 8 to 12 business hours depending on severity. Learn More
Support Offerings for VMware vCenter Site Recovery Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Server Heartbeat
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Lifecycle Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Lab Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Converter Standalone
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Per Incident Support
Purchase individual incident support as you need it. Available during normal business hours. Submit SRs via web or phone; responses are targeted within one business day. Learn More
Support Offerings for VMware vSphere
Production or Basic support contracts are available for all VMware vSphere product bundles with the exception of VMware vSphere Essentials. Per Incident support can be purchased in convenient 1, 3 or 5 incident packs to support VMware vSphere Essentials.
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Per Incident Support
Purchase support as you need it. Individual incident support conveniently sold in 1, 3 or 5 incident packs and available during normal business hours. Submit SRs via web or phone; responses are targeted within four business hours for priority 1 severity and one business day for all other severities. Available only for VMware vSphere Essentials. Learn More
Support Offerings for Cisco Nexus™ 1000V
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter AppSpeed
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Chargeback
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Protect Essentials
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Protect Update Catalog
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Operations Manager 5.0
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for vFabric Application Performance Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter CapacityIQ
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Configuration Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Application Discovery Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCloud Networking and Security Products
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCloud Director
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for SUSE Linux Enterprise Server for VMware
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for vCloud Automation Center
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCloud Request Manager
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Operations Enterprise
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Operations Standard
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware IT Business Management
SaaS Production
Global support available 24x7 where extremely fast response for Severity 1 issues is required. Includes SaaS updates. Learn More
SaaS Basic
Support available 12x5 where swift response for Severity 1 issues is required. Includes SaaS updates. Learn More
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware IT Financial Management
SaaS Production
Global support available 24x7 where extremely fast response for Severity 1 issues is required. Includes SaaS updates. Learn More
SaaS Basic
Support available 12x5 where swift response for Severity 1 issues is required. Includes SaaS updates. Learn More
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Desktop & End-User Computing Products
Support Offerings for VMware ACE
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware Fusion
Per Incident
Purchase support as you need it. Individual incident support conveniently sold in 1, 3 or 5 incident packs and available during normal business hours. Submit SRs via web or phone; email responses are targeted within one business day. Learn More
Complimentary
Installation assistance offered during normal business hours for 18 months from date of registration. Requests are submitted via email or phone and responded to via email. Target response time is 24 business hours from time of submission for all severities. Learn More
Support Offerings for VMware Fusion Professional
Production
Production Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Per Incident
Purchase support as you need it. Individual incident support conveniently sold in 1, 3 or 5 incident packs and available during normal business hours. Submit SRs via web or phone; email responses are targeted within one business day. Learn More
Complimentary
Installation assistance offered during normal business hours for 18 months from date of registration. Requests are submitted via email or phone and responded to via email. Target response time is 24 business hours from time of submission for all severities. Learn More
Support Offerings for VMware Horizon Mirage
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware Horizon Suite
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware Horizon View
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware Horizon Workspace
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware Player
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware ThinApp
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware vCenter Operations Manager for View
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware Workstation
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Per Incident
Purchase support as you need it. Individual incident support conveniently sold in 1, 3 or 5 incident packs and available during normal business hours. Submit SRs via web or phone; responses are targeted within one business day. Learn More
Complimentary
Installation assistance offered during normal business hours for 30 consecutive calendar days from date of purchase. Requests are submitted via email or phone and responded to via email. Targeted response times vary from 8 to 12 business hours depending on severity. Learn More
Support Offerings for VMware Zimbra
Advantage Support
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Premium Support
Support available 24x7 for your production environments where fast response times for critical issues are required. Business hour phone support for non-Severity 1 issues. Includes product updates and upgrades. Learn More
SaaS Products
Support Offerings for VMware Horizon Application Manager
SaaS Production
Global support available 24x7 where extremely fast response for Severity 1 issues is required. Includes SaaS updates. Learn More
Support Offerings for VMware IT Business Management
SaaS Production
Global support available 24x7 where extremely fast response for Severity 1 issues is required. Includes SaaS updates. Learn More
SaaS Basic
Support available 12x5 where swift response for Severity 1 issues is required. Includes SaaS updates. Learn More
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for VMware IT Financial Management
SaaS Production
Global support available 24x7 where extremely fast response for Severity 1 issues is required. Includes SaaS updates. Learn More
SaaS Basic
Support available 12x5 where swift response for Severity 1 issues is required. Includes SaaS updates. Learn More
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
Support Offerings for Socialcast SaaS Platform
SaaS Basic
Support available 12x5 where swift response for Severity 1 issues is required. Includes SaaS updates. Learn More
Support Offerings for Socialcast Town Hall Add On for SaaS or Dedicated Cloud Platform
SaaS Basic
Support available 12x5 where swift response for Severity 1 issues is required. Includes SaaS updates. Learn More
vCloud Services
Support Offering for VMware vCloud Hybrid Service
IaaS Production
Global support available 24x7 where fast response times for critical issues are required. Learn More
Application Platform Products
Support Offerings for Application Platform Products
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
vFabric Developer Support
Support for vFabric Application development. Unlimited support requests and two service levels to address your needs: Standard support provides a response within twelve business hours, and Premium support provides a response within four business hours. Learn More
Support Offerings for VMware vFabric Application Director
Production
Global support available 24x7 for your production environments where fast response times for critical issues are required. Includes product updates and upgrades. Learn More
Basic
Support for non-critical applications and platforms that require support during normal business hours only. Includes product updates and upgrades. Learn More
vFabric Developer Support
Support for vFabric Application development. Unlimited support requests and two service levels to address your needs: Standard support provides a response within twelve business hours, and Premium support provides a response within four business hours.
vFabric Application Director Support does not include:
- Support for issues due to customizing of out-of-the-box sample services, customizing logical templates and customizing tasks
- Support for custom application blueprints or services created using vFabric Application Director
Evaluation Application Components included in the vFabric Application Director bundle are supported through self-help
Support Offerings for Socialcast Dedicated Cloud Platform
SaaS Basic
Support available 12x5 where swift response for Severity 1 issues is required. Includes SaaS updates. Learn More